{"id":2251279,"url":"https://alion.io/job/pacs-group-it-support-i","title":"IT Support I","company":{"id":2097919,"name":"PACS Group","domain":"pacs.com","url":"https://alion.io/company/pacs-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":13,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":20,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"Microsoft Teams","optional":true}],"status":"live","first_seen_at":"2026-10-09T00:00:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-12T09:35:14Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Position Details\nThe IT Support Tier I role serves as the first point of contact for all technology support requests across PACS. This position focuses on delivering a positive customer experience through prompt responses, accurate ticket documentation, basic troubleshooting, and efficient issue triage.\nTier I team members are responsible for resolving common, well-documented issues at first contact whenever possible. When issues require advanced troubleshooting, elevated permissions, or specialized technical expertise, Tier I members promptly escalate to Tier II while ensuring complete and accurate documentation is provided.\nSuccess in this role depends on strong customer service skills, effective communication, attention to detail, and the ability to consistently follow established support procedures. The Tier I team plays a critical role in ensuring facility staff can quickly return their focus to resident care and business operations.\nEssential Duties and Responsibilities\nCustomer Support & Call Handling\nServe as the first point of contact for all incoming technology support requests via phone, ticketing system, email, and other approved support channels.\nProvide friendly, professional, and customer-focused support during every interaction.\nGather relevant information, identify the nature of reported issues, and accurately document support requests.\nSet clear expectations regarding troubleshooting, escalation, and resolution timelines.\nMaintain composure and professionalism when assisting frustrated or non-technical users.\nBasic Troubleshooting & First-Call Resolution\nPerform initial troubleshooting using documented procedures and knowledge articles.\nTypical Tier 1 support activities include: Password resets, Multi-factor authentication (MFA) assistance, Account lockout support, Microsoft 365 basic support, Outlook and Teams assistance, Basic printing issues, Basic application access issues, Windows and macOS login issues, Basic Wi-Fi and connectivity troubleshooting, Basic VPN assistance, Hardware and peripheral support\nTriage & Escalation Management\nDetermine whether a support issue falls within Tier I scope.\nEscalate issues requiring advanced troubleshooting, elevated permissions, administrative access, or specialized technical expertise.\nEscalate unresolved issues after reasonable troubleshooting efforts, generally within established Service Desk handling guidelines.\nEnsure escalated tickets include clear documentation, troubleshooting steps completed, user impact, and any relevant screenshots or supporting details.\nAvoid unnecessary delays by escalating when issues exceed Tier I capabilities.\nTicket Documentation & ITSM Practices\nMaintain accurate and complete ticket documentation within ServiceNow or other approved ITSM platforms.\nDocument customer interactions, troubleshooting performed, resolutions provided, and escalation details.\nEnsure tickets are categorized, prioritized, and routed appropriately.\nFollow established Service Desk processes, workflows, and operational procedures.\nMaintain ticket quality and documentation standards.\nKnowledge Management\nUtilize knowledge articles as the primary resource for issue resolution.\nFollow documented procedures and approved support processes.\nIdentify knowledge gaps and submit recommendations for improvement.\nContribute feedback that improves frontline support documentation.\nTeam Collaboration\nWork collaboratively with Tier II and III, Engineering, Systems, Security, EHR, and other service teams.\nAssist with smooth ticket transitions through complete and accurate escalation documentation.\nParticipate in team meetings, training sessions, and continuous improvement activities.\nSupport organizational initiatives and technology rollouts when directed.\nQualifications\nEducation & Experience\nHigh school diploma or equivalent required.\nAssociate degree in Information Technology or related field preferred.\n0-3 years of experience in a Help Desk, Service Desk, Technical Support, Customer Support, or related role.\nExperience using ticketing systems or customer service platforms preferred.\nHealthcare support experience is a plus.\nPreferred Certifications\nCompTIA A+ or Network+\nITIL Foundation\nMicrosoft Fundamentals Certifications\nHDI Support Center Analyst\nCore Competencies\nTechnical Knowledge\nMicrosoft 365 - user and group management\nWindows and macOS operating systems\nMicrosoft Teams\nOutlook\nPassword management and MFA\nBasic networking concepts\nPrinters and peripherals\nTicketing systems and Service Desk workflows\nCustomer Service\nStrong customer service mindset.\nProfessional and courteous communication.\nAbility to build rapport with users.\nCommunication\nAbility to clearly communicate technical concepts to non-technical users.\nActive listening skills.\nStrong verbal and written communication.\nProblem Solving\nAbility to follow troubleshooting procedures.\nSound judgment regarding escalation decisions. \nAttention to detail and accuracy. \nProfessionalism\nDependable and punctual. \nPositive attitude and willingness to learn. \nAbility to work effectively in a structured, process-driven environment. \nKey Performance Indicators\nSuccess in this role will be measured by:\nCustomer satisfaction scores. \nCall quality and professionalism. \nTicket documentation accuracy. \nFirst-contact resolution rates. \nProper use of escalation procedures. \nTicket handling efficiency. \nAdherence to Service Desk processes and standards. \nContinuous learning and professional development. \nPay Range: $20-$25/hr depending on experience\nLocation: Salt Lake City, UT\nJoin PACS: Elevate Healthcare with Us!\nPACS is elevating healthcare by revolutionizing our approach to leadership and quality care. Guided by our core values of love, excellence, trust, accountability, mutual respect, and commitment, we strive to foster a culture of compassionate care within our teams and the communities we serve. As we grow rapidly, exciting opportunities await you to engage in impactful projects and contribute valuable insights to stakeholders nationwide.\nIf you're ready to make a difference and embrace our mission of creating real change, we invite you to join us at PACS. Together, let’s shape the future of healthcare!\nJoin Our Team and Thrive!\nAt PACS, we believe our employees are our greatest asset. That’s why we offer an exceptional benefits package designed to enhance your well-being and support your lifestyle.\nOur Comprehensive Benefits Include\nHealth Coverage: Enjoy medical, dental, and vision plans to keep you and your family healthy.\n\nPTO and Vacation: Benefit from generous paid time off and holidays to relax and recharge.\n\nFinancial Wellness: Take advantage of Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage your healthcare expenses effectively.\n\nRetirement Planning: Secure your future with our 401(k) plan, complete with company contributions to help you build your retirement savings.\n\nSupport When You Need It: Our Employee Assistance Plan (EAP) provides confidential support for personal and professional challenges.\n\nJoin us at PACS and take advantage of a workplace that truly values you!\nWe celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, and any other protected characteristic. 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