ABOUT US:
For more than 30 years, One Call has served the workers’ compensation industry by coordinating care for injured workers in partnership with our high-quality provider network.
ROLE:
IT Support Specialists deliver hands-on technical support to ensure seamless operation of end-user devices, applications, and peripherals across the organization.
GENERAL DUTIES & RESPONSIBILITIES:
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Provide Tier 1-2 technical support to end-users, diagnosing and resolving hardware, software, network, and application issues promptly via remote tools, phone, or in-person.
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Image, configure, test, and deploy desktops, laptops, mobile devices, and peripherals, ensuring compliance with security standards and organizational policies.
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Maintain accurate IT asset inventory records, including tracking hardware lifecycle, software licenses, shipping/receiving, and secure disposal.
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Troubleshoot complex issues, perform root cause analysis on recurring problems, and collaborate with other IT teams for escalation and resolution.
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Document incidents, solutions, and procedures clearly in the ticketing system to build team knowledge and improve service delivery.
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Participate in IT projects such as hardware refreshes, system upgrades, software rollouts, and process optimizations.
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Monitor support metrics (e.g., resolution time, customer satisfaction) and contribute ideas for continuous improvement.
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Stay current with emerging technologies, tools, and best practices to deliver efficient support.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
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High school diploma or equivalent; Associate's degree in Information Technology, Computer Science, or related.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
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Strong customer service orientation with excellent communication skills (verbal and written) and active listening.
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Proficiency in troubleshooting Windows/Mac OS, Microsoft 365, common applications, and endpoint hardware.
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Experience with remote support tools, imaging software, and diagnostic utilities.
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Solid problem-solving, critical thinking, and analytical skills.
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Ability to work independently or collaboratively in a team environment.
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Enthusiasm for learning new technologies and adapting to a fast-paced setting.
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Basic knowledge of IT service management (e.g., ITIL principles) and inventory management.
If your qualifications align with this role, we encourage you to apply and submit your most up-to-date resume.
