Level 1.5 End-User Support Technician

The Level 1.5 End-User Support Technician is a key momentum role within our End-User Support team, helping keep client work moving across MSP/IT and EHR software support. This position is ideal for someone who enjoys solving problems, supporting end users, and knowing when to dig in, escalate, or ask for direction. You will resolve Level 1 and Level 1.5 tickets, perform structured and time-bound troubleshooting, support ticket flow, and assist Level 2 Technicians and project fulfillment efforts as directed. Success in this role is measured by steady progress, timely resolution, clear communication, and clean escalation when limits are reached. We are looking for someone proactive, disciplined, and engaged—someone who can maintain momentum, reduce friction, and help the broader team deliver consistent, reliable service. If you are looking for a new position because you want a better boss, a brighter future, or a place where you are truly heard, we would love to understand which of those matters most to you—and why!

**This is a fully remote position, and a dedicated, quiet, and secure workspace, along with high-speed internet, is required.

**Shift is 40 hours per week, Monday through Friday, 5:00 AM to 2:00 PM Pacific Standard Time, plus may include rotating On-Call and/or On-Site coverage.

Key Responsibilities

Support Ticket Execution

• Work tickets assigned through defined intake and routing processes
• Resolve Level 1 and Level 1.5 support issues across MSP/IT and Electronic Health Records (EHR) Software support
• Apply documented SOPs, KBs, and known solutions to resolve issues efficiently
• Ensure ticket status, notes, and time entries accurately reflect work performed
• Maintain clear, professional communication with clients when required

Debugging Within Scope

• Perform structured, time‑bound debugging to identify root symptoms and next steps
• Validate configurations, permissions, logs, and system states when guided by documentation
• Determine whether issues can be resolved within scope or must be escalated
• Avoid extended or open‑ended troubleshooting beyond defined limits

Ticket Flow & Escalation

• Prioritize work across assigned queues and responsibilities
• Escalate issues promptly when scope, time, or clarity limits are reached
• Provide clear, well‑documented escalation notes for Level 2 resources
• Prevent ticket aging, silent stalls, and unnecessary carryover

Support of Level 2 Technicians

• Assist Level 2 Technicians with execution‑based and preparatory tasks
• Perform validation, follow‑up, or repeatable work to reduce Level 2 workload
• Follows the direction of Level 2 Technicians or the SDM when assisting with advanced work

Project Fulfillment Assistance

• Support Project Fulfillment efforts with clearly defined and documented tasks
• Execute structured project work such as account setup, tool deployment, and validation tasks
• Contribute to project progress without assuming ownership unless explicitly assigned

Initiative & Readiness

• Remain actively engaged and available throughout the shift
• Monitor ticket queues and team needs during periods of low volume
• Seek direction from the SDM when assigned tasks are completed
• Support approved administrative, cleanup, or assistive tasks
• Maintain readiness to respond to new or emerging work

What This Role Is Not

The Level 1.5 End‑User Support Technician does not:

• Perform extended or open‑ended troubleshooting
• Conduct full root‑cause analysis or complex investigations
• Design solutions or make architectural decisions
• Own Level 2‑level tickets or project delivery
• Perform undocumented “figure it out” work outside defined procedures
• Bypass the SDM for escalation, prioritization, or coordination

Instead, this role operates within a defined scope, focuses on execution and flow, and escalates appropriately to maintain system clarity and efficiency.

Required Skills & Qualifications

• Experience in a technical support or IT service role
• Experience handling Level 1 and Level 1.5‑type support issues
• Working knowledge of user accounts, access control, and common endpoint and application issues
• Ability to perform structured debugging using documented procedures
• Strong documentation and communication skills
• Ability to prioritize effectively and make sound escalation decisions
• Comfort working across multiple support domains

Desired Attributes

• Strong judgment and decision‑making ability
• Ability to recognize when escalation is required
• Proactive and team‑oriented mindset
• Calm, focused execution under changing conditions
• Respect for defined roles, structure, and escalation paths

Performance Expectations

Success in this role is measured by:

• Timely resolution of Level 1 and Level 1.5 issues
• Appropriate and disciplined use of debugging within defined limits
• Clear, accurate documentation and escalation notes
• Effective prioritization and decision‑making
• Active support of Level 2 Technicians
• Meaningful contribution to Project Fulfillment efforts
• Minimal ticket aging and avoidance of silent stalls
• Consistent engagement and readiness to assist

The Level 1.5 End‑User Support Technician is expected to maintain steady forward progress, reduce friction across the team, and operate as a reliable contributor within End‑User Support.

Growth & Development

This role serves as a progression step toward Level 2 responsibilities. Consistent execution, sound debugging judgment, strong documentation discipline, and proper escalation behavior will inform readiness for advancement.