Technical Support Specialist

Job Description: 

Vermont Information Technology Leaders, Inc. (VITL) is seeking a technical support specialist to serve as a primary point of contact for VITL internal and external clients, providing technical support and excellent client service. The specialist ensures outstanding client service is achieved by demonstrating a desire to listen to clients’ needs and to provide timely, effective issue resolution. The specialist resolves incidents and service requests based upon impact, priority and service level agreements. The specialist will be responsible for problem analysis, resolution, documentation and escalation related to VITL services, and they may work with VITL project leaders from clinical, administrative and technical departments.

The responsibilities for this position require some clinical knowledge to successfully communicate with, and provide support services to VITL clients. Responsibilities also include technical support for Windows operating systems for laptops and other devices such as smart phones; first level technical support for desktop hardware, printers and peripherals; first level technical support for Office 365 applications such as Outlook, Word, Excel, PowerPoint, OneNote, SharePoint, Chrome and other desktop applications.

This full-time permanent position requires the following skills:

  • Excellent problem identification, resolution and analytical skills.
  • Understanding of application and business data and workflow.
  • Ability to organize and prioritize multiple work assignments to meet deadlines, and accurately track client activities.
  • Strong client orientation and collaborative work style.
  • Confident, patient and clear communicator with technical and non-technical clients via email, web-based electronic media and phone.
  • Working knowledge of Microsoft Office programs, specifically Outlook, Word and Excel.
  • Experience with Salesforce and Smartsheet applications a plus.

The ideal candidate will have a bachelor’s degree, and a minimum of two years of technical support experience with internal and external clients. Other commensurate experience will be considered. Candidates must also have a minimum of two years' experience with support of desktop hardware and software.

To apply, please email a cover letter and resume to No phone calls please.

Vermont Information Technology Leaders, Inc. (VITL) is a nonprofit organization that assists Vermont health care providers with adopting and using health information technology, to improve the quality of care delivery, to enhance patient safety and to reduce the cost of care. VITL is legislatively designated to operate the health information exchange (HIE) for Vermont, and is governed by a collaborative group of stakeholders including health plans, hospitals, physicians, other health care providers, state government, employers, and consumers. For more information, please visit

Job Category: 
eHealth Services
Position Type: 
Full Time
Date Posted: 
May 26th, 2017