PEAKE Technology Partners

Healthcare IT managed services provider

Support Services Technician 1

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeRemote in PhilippinesNo salary listedRemote

About the Job

Requirements

A high school diploma is required.
At least 6 months of IT support experience is required; service desk or help desk experience is preferred, and managed service provider experience is highly preferred.
Working knowledge of Windows, macOS, and Microsoft 365 environments is required.
A basic understanding of networking concepts, including DNS, DHCP, and VPN, is required.
Strong troubleshooting skills and technical aptitude are required.
The ability to work within structured processes and meet performance expectations is required.

Responsibilities

Provide front-line technical support via phone, email, portal, and remote tools within defined service-level agreement targets.
Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and core business applications related to healthcare systems.
Accurately log, categorize, and document service requests in ConnectWise.
Perform common service desk tasks, including account provisioning, password resets, and access management.
Diagnose issues efficiently and drive resolution or escalation based on priority and impact.
Adhere to defined service-level agreement response and resolution targets based on ticket priority (P1–P4).
Maintain clear, professional, and empathetic communication with clients throughout the ticket lifecycle.
Escalate complex or high-impact issues to Tier 2 or specialized teams as appropriate.
Contribute knowledge base articles and support knowledge-centered service practices.
Follow up on tickets to ensure full resolution and a positive customer experience.
Support adherence to HIPAA, security, and compliance standards in all interactions.

Desired Qualifications

An Associate’s or bachelor’s degree in IT or a related field is preferred but not required.
Service desk or help desk experience is preferred; managed service provider experience is highly preferred.
Familiarity with IT service management or ITIL concepts and ticketing systems is preferred.
CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Fundamentals (MS-900, AZ-900, etc.), and ITIL Foundation certifications are preferred but not required.

Support Services Technician I (Tier 1) – PEAKE Technology Partners
About the Role
PEAKE Technology Partners is seeking a motivated and service-driven Support Services Technician I to serve as the first point of contact for our clients, primarily healthcare organizations across the United States.
In this role, you will operate within a structured, SLA-driven Managed Services environment, delivering timely, high-quality technical support while ensuring exceptional client experience. You will be responsible for resolving common IT issues, maintaining accurate documentation, and contributing to a predictable, high-performing service desk operation.
This is an ideal role for someone who thrives in a fast-paced environment, values accountability, and is passionate about delivering reliable, client-focused support.

What You’ll Do

Provide front-line technical support via phone, email, portal, and remote tools within defined SLA targets
Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and core business applications related to Health Care systems
Accurately log, categorize, and document all service requests in ConnectWise
Perform common service desk tasks including account provisioning, password resets, and access management
Diagnose issues efficiently and drive resolution or escalation based on priority and impact
Adhere to defined SLA response and resolution targets based on ticket priority (P1–P4)
Maintain clear, professional, and empathetic communication with clients throughout the ticket lifecycle
Escalate complex or high-impact issues to Tier 2 or specialized teams as appropriate
Contribute knowledge base articles and support knowledge-centered service practices
Follow up on tickets to ensure full resolution and a positive customer experience
Support adherence to HIPAA, security, and compliance standards in all interactions

What Makes Someone Successful at PEAKE
At PEAKE, success is defined by both performance and alignment to our core values:

Competence – You take ownership of your work, continuously improve your technical skills, and deliver high-quality outcomes
Persistence – You remain solution-focused, work through challenges, and follow issues through to resolution
Supportiveness – You communicate with empathy, build trust with clients, and contribute to a collaborative team environment

You also thrive in a metric-driven environment, where performance is measured, tracked, and improved over time.

Qualifications

High school diploma required, Associate’s or bachelor’s degree in IT or related field preferred
6+ months of IT support experience (service desk or help desk environment preferred) (MSP highly preferred)
Working knowledge of Windows, macOS, and Microsoft 365 environments
Basic understanding of networking concepts (DNS, DHCP, VPN)
Strong troubleshooting skills and technical aptitude
Excellent verbal and written communication skills
Customer-service mindset with patience, professionalism, and accountability
Familiarity with ITSM/ITIL concepts and ticketing systems (preferred)
Ability to work within structured processes and meet performance expectations

Preferred (Not Required) Certifications

CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft Fundamentals (MS-900, AZ-900, etc.)
ITIL Foundation

How We Measure Success
Performance in this role is measured through key service desk metrics aligned to PEAKE’s operational standards, including:

SLA Response and Resolution Compliance (target ≥95%)
First Contact Resolution (FCR) rate (target 70–85%)
Mean Time to Resolution (MTTR) by priority
Ticket quality and documentation accuracy
Ticket volume and productivity (tickets closed per day)
Customer Satisfaction (CSAT ≥ 90%)
Low ticket re-opened and escalation rates

Success in this role means delivering fast, accurate, and professional support while contributing to a stable, scalable, and high-performing service desk.

Why PEAKE
At PEAKE, you’ll be part of a team focused on building a modern, scalable MSP support organization that prioritizes:

Predictable service delivery
Continuous improvement
Strong team culture
Exceptional client experience

About the Company

PEAKE Technology Partners

Healthcare IT managed services provider

PEAKE Technology Partners is a managed service provider offering IT solutions for healthcare, including managed IT operations, 24/7 monitoring, data security, HIPAA/HITECH compliance, cloud services, and healthcare-focused VoIP. It builds and maintains a secure, scalable IT infrastructure for medical practices, with ongoing monitoring and proactive support, and it integrates with EHR and practice management software to support clinical workflows. The company differentiates itself by focusing exclusively on healthcare IT needs, combining clinical IT operations, regulatory compliance, and healthcare app support in a single tailored MSP. Its goal is to let healthcare providers concentrate on patient care by delivering compliant, secure, and scalable technology infrastructure, and after joining Omega Systems in November 2025 it gains expanded cybersecurity, compliance, and clinical AI capabilities to improve data security and patient outcomes.

Company size: 11-50
Company stage: Not listed
Total funding: Not listed
Headquarters: Jackson Township, NJ
Founded: 2013

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