About skillspath
Join skillspath, a leading innovator in the health‑focused technology sector. Our mission is to empower patients, clinicians, and researchers through cutting‑edge digital solutions that improve outcomes and streamline care delivery. As a remote‑first organization, skillspath embraces flexibility, diversity, and continuous learning, fostering a collaborative environment where every team member can thrive. Whether you’re troubleshooting complex systems or designing user‑centric training, you’ll be part of a purpose‑driven community that values curiosity, integrity, and impact.
Position Overview
skillspath is seeking a highly motivated Customer Support Services Analyst to provide advanced technical assistance, training, and problem‑solving for a broad spectrum of hardware, software, and network environments. This remote role is essential to maintaining seamless operations for internal staff and external users, ensuring that our technology platforms remain reliable, secure, and user‑friendly.
Key Responsibilities
- Deliver day‑to‑day advanced consultation, training, and troubleshooting for hardware, software, network, and peripheral devices across diverse user groups.
- Analyze, recommend, install, configure, and evaluate systems and tools to meet both internal and end‑user requirements.
- Develop, execute, and document comprehensive tests of hardware and software, producing clear reports on configurations, performance, and recommendations.
- Create and maintain technical documentation, FAQs, knowledge‑base articles, and job aids that empower users to resolve common issues independently.
- Assess user needs, recommend hardware and software acquisitions, and coordinate upgrades to keep technology current and efficient.
- Provide escalated technical support for moderately complex issues, including network connectivity, server administration, and data migration.
- Assist junior staff members by sharing expertise, reviewing their tickets, and guiding them through problem‑resolution processes.
- Collaborate with cross‑functional teams to analyze system dependencies, support enterprise‑wide initiatives, and contribute to system redesign or development projects.
- Maintain backup server administration duties, ensuring data integrity and rapid recovery capabilities.
- Participate in continuous improvement initiatives, suggesting process enhancements and automation opportunities.
Essential Qualifications
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, OR equivalent professional experience.
- Experience: Demonstrated success providing information systems support in a large‑scale organization, with a focus on hardware, software, and network troubleshooting.
- Technical Proficiency: Ability to conduct escalated technical support, perform hardware/software testing, analyze results, and produce actionable reports.
- Communication Skills: Strong written and verbal communication abilities, capable of translating complex technical concepts into clear, user‑friendly language.
- Problem‑Solving Acumen: Proven judgment in diagnosing issues, determining appropriate actions, and implementing effective solutions within defined guidelines.
Preferred Qualifications & Certifications
- Experience working in a healthcare‑focused environment, understanding regulatory and privacy considerations.
- skillspath Network+ Certification (formerly CompTIA Network+), demonstrating foundational networking knowledge.
- skillspath Certified Macintosh Technician (ACMT) certification, indicating expertise with Apple hardware and software.
- Familiarity with remote support tools, ticketing systems, and virtual collaboration platforms.
- Prior exposure to enterprise‑wide backup and disaster‑recovery solutions.
Core Skills & Competencies
- Technical Expertise: Proficiency with Windows, macOS, Linux, virtualization technologies, and common enterprise applications.
- Network Fundamentals: Understanding of TCP/IP, DNS, DHCP, VPN, and Wi‑Fi troubleshooting.
- Customer Service Orientation: Empathetic, patient, and proactive approach to assisting users of varying technical backgrounds.
- Documentation Ability: Skill in creating clear, concise technical guides, training materials, and knowledge‑base entries.
- Team Collaboration: Ability to work effectively with remote colleagues, share knowledge, and contribute to a supportive team culture.
- Adaptability: Comfortable navigating shifting priorities, multiple projects, and evolving technology landscapes.
Career Growth & Learning Opportunities
skillspath invests heavily in the professional development of its employees. As a Customer Support Services Analyst, you will have access to:
- Structured mentorship programs pairing you with senior technical leaders.
- Tuition reimbursement for relevant certifications and advanced degrees.
- Regular internal workshops on emerging technologies, cybersecurity, and user experience design.
- Opportunities to transition into specialized roles such as Systems Engineer, IT Project Manager, or Technical Trainer.
- Cross‑departmental exposure that broadens your perspective on how technology drives clinical and research excellence.
Work Environment & Culture at skillspath
Our remote‑first policy means you can work from anywhere within the United States, while still feeling connected to a vibrant, inclusive community. skillspath celebrates diversity and strives to create a workplace where every voice is heard. Key cultural pillars include:
- Innovation: Encouraging creative problem‑solving and continuous improvement.
- Collaboration: Leveraging diverse perspectives to achieve shared goals.
- Well‑Being: Offering flexible schedules, mental‑health resources, and wellness stipends.
- Equity & Inclusion: Commitment to fair treatment, equal opportunity, and representation across all levels.
Compensation, Perks, & Benefits
skillspath offers a competitive compensation package that reflects your experience, skills, and contributions. While exact figures may vary, the role’s pay range aligns with industry standards for remote technical support positions.
- Base salary commensurate with experience, positioned within a transparent pay range.
- Comprehensive health, dental, and vision coverage.
- Retirement savings plan with employer matching.
- Generous paid time off, holidays, and sick leave.
- Professional development budget for certifications, conferences, and training.
- Remote‑work stipend covering home office equipment and internet costs.
- Employee assistance programs, including counseling and legal resources.
Special Conditions & Requirements
- Flexibility to work various hours and locations based on business needs, including occasional weekend coverage.
- Successful completion of a criminal background check and pre‑employment physical examination.
- Compliance with skillspath’s health and safety policies, including any applicable vaccination or health‑screening requirements.
- Ability to disclose any past misconduct as defined by skillspath’s employment policies.
How to Apply
If you are a proactive, technically skilled professional eager to make a meaningful impact within a forward‑thinking organization, we invite you to submit your application today. Join skillspath and become part of a team that transforms technology into better health outcomes for communities worldwide.
Ready to Take the Next Step?
Click the link below to apply now. We look forward to reviewing your qualifications and exploring how your expertise can contribute to skillspath’s continued success.
Apply for this job