IT Support Specialist - 100% Remote
About the Role
OrthoArkansas is seeking an IT Support Specialist (Tier 1) to serve as the frontline technology support resource across the organization. This role focuses on resolving common technical issues, providing outstanding customer service, and escalating complex problems appropriately. The IT Support Specialist will help ensure that staff and providers have the tools and technical support they need to deliver excellent patient care. The ideal candidate demonstrates kindness, integrity, conscientiousness, and a commitment to providing dependable support while contributing to a collaborative IT team.
Key Responsibilities
Serve as the first point of contact for IT issues received by phone, email, in person, and through remote support. Troubleshoot and resolve common hardware, software, login credential, printer, and connectivity issues. Accurately document incidents, resolutions, and follow-ups in the IT ticketing system. Communicate clearly and professionally with end users about issue status and next steps. Escalate unresolved issues to Tier 2 or other IT team members with complete documentation. Assist with user onboarding and training on basic systems and devices. Support remote desktop environments and mobile device setups under guidance. Follow all security protocols, including HIPAA requirements, to protect patient and company data. Demonstrate professionalism, patience, and empathy in all user interactions. Support IT team members and contribute to a collaborative and respectful team environment. Assist with additional duties and IT projects as assigned. Perform other related duties to support IT operations and team initiatives.
Required Qualifications
High school diploma or equivalent. 1–2+ years of experience in a Help Desk, Service Desk, or customer-facing technical support role preferred. Experience supporting Windows 10/11 and Microsoft Office applications. Familiarity with Microsoft 365 applications, including Outlook and Teams, and remote support tools.
Preferred Qualifications
Exposure to Active Directory user account management. CompTIA A+, Microsoft certifications, or other relevant IT certifications. Required Certificates, Licenses, and Registrations None required. Skills and Abilities Strong customer service and interpersonal communication skills. Ability to follow documented processes and quickly learn new systems. Detail-oriented approach with a strong sense of ownership and accountability. Security-conscious mindset, including awareness of phishing, multi-factor authentication (MFA), and data protection. Comfortable escalating issues and asking questions when needed. Technical Skills Intermediate proficiency in Windows 10/11, Microsoft Office Suite, Microsoft 365 applications (Outlook and Teams), and remote support tools. Basic familiarity with ticketing systems and Active Directory is preferred. Benefits and Perks Medical insurance. Life insurance. 401(k) with employer profit-sharing contributions. Paid time off and paid holidays. Professional development opportunities, including training and certifications. Structured mentorship and opportunities for high-performing team members to grow into Tier 2 and higher-level IT support roles. A collaborative and supportive environment focused on continuous learning and teamwork. Performance Expectations Resolve Tier 1 support tickets efficiently. Maintain clear and accurate documentation. Contribute to a strong support culture through dependable customer service and effective teamwork. Continue developing foundational IT skills through training, mentorship, and professional development. About OrthoArkansas OrthoArkansas is committed to delivering excellent patient care. The IT Support Specialist plays an important role in keeping systems running smoothly so staff and providers have the technology and support they need every day. The organization values kindness, integrity, attention to detail, and continuous learning.