IT Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Level 1 and Level 2 support to end users through Jira Service Management.

• Diagnose and resolve hardware, software, and access-related issues on both Windows and macOS devices.

• Provide support for Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.

• Triage, prioritize, and resolve support tickets in accordance with SLAs, established workflows, and best practices.

• Appropriately escalate issues with thorough documentation, detailing troubleshooting steps and context.

• Provision and support endpoints, encompassing onboarding and offboarding processes.

• Assist with endpoint management solutions such as Intune (Windows) and Jamf (macOS).

• Help with user access, permissions, and identity-related inquiries.

• Contribute to and maintain technical documentation and knowledge base articles.

• Adhere to ITIL-aligned practices for incident, request, and problem management.

• Engage in ongoing improvement of IT support processes and workflows.

⛳️ Requirements

• At least 2 years of experience in an IT support or helpdesk position.

• Familiarity with structured ticketing systems and SLAs.

• Previous experience addressing both Level 1 and Level 2 issues is preferred.

• Relevant IT certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft, Google IT Support) are strongly preferred.

• Strong working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).

• Proficient in Windows 10/11 and macOS; capable of troubleshooting hardware and software problems.

• Experience with identity, access, and permission management (e.g., account access, group membership, MFA/password resets as necessary).

• Background in structured ticketing workflows, including queues, SLAs, and documentation standards.

• Experience with Jira Service Management as an agent is required; familiarity with Jira and/or Confluence in an operations/support context is a plus.

• Knowledge of endpoint management tools such as Intune (Windows) and Jamf (macOS).

• Strong troubleshooting, communication, and customer service abilities; capable of clearly explaining technical topics.

• Exceptional organizational skills and attention to detail.

• Exhibit a positive demeanor and provide respectful, professional customer service.

• Understand patient confidentiality rights and comply with HIPAA guidelines and regulations.

🏝️ Benefits

• Competitive base salary.

• Opportunity for annual bonuses.

• Health benefits begin on your start date.

• Health & Wellness Program; up to $300 per quarter for your overall well-being available from your start date.

• 401K plan effective on the first of the month following your start date; 100% match on up to 4% of your annual salary.

• Unlimited (or generous) paid "Vytal Time", along with 5 paid sick days after the first 90 days.

• Company-paid STD/LTD.

• Technology setup provided.

• Opportunity to contribute to building a market leader in value-based healthcare within a rapidly growing organization.