Technical Support Specialist I

📍 Job Overview

• Job Title: Technical Support Specialist I
• Company: United Urology Group
• Location: UUG Corporate - Owings Mills, MD
• Job Type: Full Time
• Category: Information Technology
• Date Posted: 2025-06-11
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

The Technical Support Specialist I at United Urology Group serves as the frontline technical support for staff and physicians, troubleshooting and resolving a variety of technical issues related to software and hardware. This role is crucial in maintaining the organization's technological infrastructure, ensuring smooth operations, and providing excellent customer service to internal users.

💻 Primary Responsibilities

• Monitor and resolve incoming support requests (tickets) in a timely manner
• Assist users in setting up and maintaining their equipment, including laptops, PCs, printers, and phones
• Create and maintain documentation to build up the knowledge base
• Manage user accounts, including creating, modifying, or removing accounts in Active Directory and applications as needed
• Travel to medical facilities to satisfy user requests or resolve issues as needed
• Maintain and update user inventories
• Engage vendors as needed to address requests or issues
• Maintain and adhere to HIPAA compliance regulations

🎓 Skills & Qualifications

Education:

• Associate Degree or equivalent experience

Experience:

• Minimum of two (2) years of experience in a technical support role, preferably in a medical setting

Required Skills:

• Strong understanding of computer hardware and software principles
• Excellent communication and interpersonal skills
• Ability to prioritize and manage multiple tasks simultaneously
• Proficient in Microsoft Office Suite
• Active Directory, network troubleshooting, and basic IT security principles (preferred)

Preferred Skills:

• A+ or equivalent certification
• Knowledge of HIPAA compliance regulations

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range:

• $21.00 - $23.00 Hourly

Benefits:

• Tuition Reimbursement
• Health Insurance
• Dental Insurance
• Vision Insurance
• Corporate Discounts

Working Hours:

• Full-time (40 hours per week)

🎯 Team & Company Context

🏢 Company Culture

• Industry: Healthcare
• Company Size: Medium (50-250 employees)
• Founded: United Urology Group was founded in 2003
• Team Structure:
  • The Technical Support Specialist I reports directly to the IT Director
  • The IT team consists of IT Director, IT Support Specialists, and other IT-related roles
• Development Methodology:
  • The IT team follows ITIL (Information Technology Infrastructure Library) best practices for incident, problem, and change management
  • They use a ticketing system to track and manage support requests

📈 Career & Growth Analysis

• Web Technology Career Level: Entry-level to mid-level technical support role
• Reporting Structure: Reports directly to the IT Director
• Technical Impact: The Technical Support Specialist I has a direct impact on the day-to-day operations and productivity of UUG staff and physicians

🌐 Work Environment

• Office Type: Corporate office environment
• Office Location(s): UUG Corporate - Owings Mills, MD
• Workspace Context:
  • The IT team works in a collaborative environment, with a focus on teamwork and knowledge sharing
  • The workspace is equipped with necessary tools and resources to perform technical support tasks effectively
• Work Schedule:
  • The work schedule is Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour lunch break
  • The role may require on-call rotations and occasional weekend work to provide 24/7 support

📄 Application & Technical Interview Process

• Interview Process:
  • Phone or video screening to assess communication skills and technical aptitude
  • On-site or virtual interview with the IT Director to discuss the role, responsibilities, and career growth opportunities
  • Background check and reference checks
• Portfolio Review Tips: (N/A for this role)
• Technical Challenge Preparation: (N/A for this role)

🛠 Technology Stack & Web Infrastructure

• Hardware & Software Tools:
  • Microsoft Office Suite
  • Active Directory
  • Ticketing system (e.g., ServiceNow, Jira Service Management, or similar)
  • Remote desktop and remote access tools (e.g., Microsoft Remote Desktop, TeamViewer, or similar)
  • Network monitoring and management tools (e.g., SolarWinds, Nagios, or similar)
  • IT security tools (e.g., antivirus software, firewalls, and intrusion detection systems)

👥 Team Culture & Values

• Web Development Values:
  • United Urology Group fosters a culture that thrives on compassion, teamwork, integrity, and diversity
  • The IT team values collaboration, continuous learning, and a customer-focused approach to technical support
• Collaboration Style:
  • The IT team works closely with other departments, including clinical and administrative teams, to ensure seamless technology integration and support
  • They maintain open lines of communication and encourage knowledge sharing to improve overall productivity and patient care

⚡ Challenges & Growth Opportunities

• Technical Challenges:
  • Troubleshooting and resolving complex technical issues with limited information
  • Managing multiple support requests simultaneously and prioritizing tasks effectively
  • Staying up-to-date with the latest hardware and software technologies and security best practices
• Learning & Development Opportunities:
  • The IT team encourages continuous learning and provides opportunities for professional development, including training and certifications
  • Employees have the chance to grow within the IT department or explore other roles within the organization

💡 Interview Preparation

• Technical Questions:
  • Describe a complex technical issue you've faced and how you resolved it
  • How do you prioritize multiple support requests, and what metrics do you use to ensure timely resolution?
  • Can you explain a time when you had to learn a new technology or tool to resolve a support issue?
• Company & Culture Questions:
  • How do you maintain a customer-focused approach when providing technical support?
  • Can you describe a time when you had to collaborate with another department to resolve a technical issue?
  • What do you think sets United Urology Group apart from other healthcare organizations in terms of technology and innovation?

📌 Application Steps

To apply for this Technical Support Specialist I position:

• Submit your application through the application link
• Prepare for the phone or video screening by practicing your communication skills and reviewing the job description
• Research United Urology Group and the role of a Technical Support Specialist I to demonstrate your interest and understanding during the interview process
• Prepare for the on-site or virtual interview by practicing common interview questions and developing thoughtful responses that highlight your technical skills and experience
• Complete the background check and reference check process to ensure a smooth onboarding experience