Technical Support Specialist I

Position Title: Technical Support Specialist I

Pay Range: $27.47 - 38.30

Department: Technology
Reports to: Manager, Helpdesk
Location: Remote
Schedule: Full-time; 9am - 5pm, 1am - 9am EST

Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Overview:

Are you a tech-savvy problem solver who enjoys helping people get the most out of their technology? Join Vibrant as a Technical Support Specialist I and become a key part of the team that keeps our clients connected, productive, and successful.

In this role, you’ll provide hands-on technical support for Vibrant’s web-based platforms and the hardware, software, and connectivity that support them. You’ll work directly with clients to diagnose and resolve technical issues, guide users through solutions, and deliver an exceptional support experience through Zoom and phone-based assistance.

As a member of our IT team, you’ll have the opportunity to build your technical expertise across SaaS applications, networking, operating systems, communication technologies, and end-user environments. You’ll also contribute to IT projects, help improve support procedures and standards, and collaborate with teammates to continuously enhance the client experience.

If you’re looking for a role where you can solve meaningful problems, expand your technical skills, collaborate with a supportive team, and make a direct impact on the client experience, we’d love to hear from you.

Duties/Responsibilities:

• Troubleshooting client-based hardware and software issues. 
• Providing one-on-one end-user problem resolution over Zoom Sessions or Phone.
• Troubleshooting networking issues. 
• Troubleshooting communication hardware and systems (headsets, misc. peripherals, etc.). 
• Document operational procedures and standards for client support. 
• Assisting the IT Department with projects as needed. 
• Additional duties as assigned. 

Required Skills/Abilities:

• Experience troubleshooting SaaS solutions.
• Experience with Genesys Cloud and Salesforce a plus.
• Basic knowledge of Microsoft Office desktop and Office 365 online.
• Basic understanding of and experience supporting TCP/IP.
• Experience with Internet/Application Support/troubleshooting Browser-related issues.
• Experience supporting Microsoft Windows 10, Windows 11 and macOS.
• Basic understanding of Intel/AMD/Mac desktops/laptops and their architecture.
• Must be team-oriented, possess a positive attitude, and have people skills.
• Have a genuine passion for providing excellent customer service and a problem-solving attitude.

Required Qualifications:

• An associate or bachelor’s degree in computer science or related field or an additional 3+ years of experience in lieu of degree is preferred.
• 1+ years of experience in a technical support position.
• Computer systems Certifications a plus (Comp TIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365, Fundamentals, Microsoft Technology Associate).

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Will frequently communicate over video calls with internal and external stakeholders

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.