IT Support Specialist - 100% Remote
About the Company
OrthoArkansas is a healthcare organization focused on providing quality patient care. Its IT team helps ensure that staff and providers have reliable technology, systems, and support to carry out their responsibilities effectively.
About the Role
OrthoArkansas is seeking an IT Support Specialist (Tier 1) to provide frontline technical support across the organization. This role focuses on resolving common IT issues, delivering responsive customer service, documenting incidents, and escalating complex problems to the appropriate team members. The ideal candidate is patient, detail-oriented, and committed to supporting colleagues with kindness, integrity, and accountability. This position also offers opportunities to strengthen foundational IT skills through mentorship, training, and professional development.
Key Responsibilities
End-User Support and Troubleshooting Serve as the first point of contact for IT issues through phone, email, in-person assistance, and remote support. Troubleshoot and resolve common hardware, software, login credential, printer, and connectivity issues. Document incidents, resolutions, and follow-up actions accurately in the IT ticketing system. Communicate clearly and professionally with end users about issue status and next steps. Technical Support and Escalation Escalate unresolved issues to Tier 2 or other IT team members with complete documentation. Assist with user onboarding and provide training on basic systems and devices. Support remote desktop environments and mobile device setups under guidance. Follow security protocols, including HIPAA requirements, to protect patient and company data. Team Collaboration and Professionalism Demonstrate patience, empathy, and professionalism in all user interactions. Support IT team members and contribute to a collaborative, respectful work environment. Assist with additional IT projects and operational initiatives as assigned. Perform other related duties to support IT operations and team objectives. Resolve Tier 1 support tickets efficiently, maintain clear documentation, and contribute to a positive support experience.
Required Qualifications
High school diploma or equivalent. Experience supporting Windows 10/11 and Microsoft Office applications. Strong customer service and interpersonal communication skills. Ability to follow documented processes and learn new systems quickly. Attention to detail, ownership, and accountability. Security awareness, including phishing, multi-factor authentication (MFA), and data protection. Comfort escalating issues and asking questions when necessary.
Preferred Qualifications
One to two or more years of experience in a Help Desk, Service Desk, or customer-facing technical support role. Familiarity with Microsoft 365 applications, including Outlook and Teams, and remote support tools. Exposure to Active Directory user account management. CompTIA A+, Microsoft certifications, or other relevant IT certifications. Technical Skills Intermediate proficiency with Windows 10/11, Microsoft Office Suite, Microsoft 365 applications such as Outlook and Teams, and remote support tools. Basic familiarity with IT ticketing systems. Basic knowledge of Active Directory is preferred.
Compensation and Benefits
Medical insurance. Life insurance. 401(k) with employer profit-sharing contributions. Paid time off. Paid holidays. Professional training and certification opportunities. Structured mentorship and opportunities to progress into Tier 2 and higher-level IT support roles for high-performing team members. Location and Work Arrangement The job description does not specify a particular work location or work arrangement. Work Environment and Performance Expectations The role supports a fast-paced healthcare environment where dependable technology is essential to patient care. The successful candidate is expected to resolve Tier 1 issues efficiently, maintain accurate documentation, protect sensitive information, and contribute to a supportive IT team culture.