IT Support Specialist

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

📋 Description

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

• Diagnose and resolve hardware, software, and access-related challenges across Windows and macOS platforms.

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

• Assess, prioritize, and address tickets in alignment with SLAs, established workflows, and support best practices.

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

• Manage the provisioning and support of endpoints, including onboarding and offboarding processes.

• Assist with endpoint management solutions like Intune for Windows and Jamf for macOS.

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

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

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

• Engage in the ongoing enhancement of IT support processes and workflows.

• Collaborate with the Information Security Team to securely configure and uphold applications using secure authentication mechanisms and role-based access; assist with access reviews.

• Comply with Change Management policies by documenting, reviewing, assessing, obtaining approvals for, and coordinating both normal and emergency changes prior to deployment.

• Implement hardening standard configurations and ensure vulnerabilities are addressed according to the Vulnerability Management policy.

• Verify that firewall configurations are consistent with security policies, document and justify rule modifications, eliminate outdated rules, and participate in firewall rule evaluations.

• Maintain precise inventories of hardware, software, and cloud assets throughout their lifecycle, ensuring proper classification, ownership, tracking, and alignment with policies.

⛳️ Requirements

• Minimum of 2 years of experience in an IT support/helpdesk capacity.

• Familiarity with a structured ticketing system and adherence to SLAs.

• Prior experience resolving 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.

• In-depth knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.

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

• Experience with identity, access, and permissions management, including account access, group membership, MFA/password resets where applicable.

• Familiarity with structured ticketing workflows, encompassing queues, SLAs, and documentation standards.

• Required experience as an agent in Jira Service Management; familiarity with Jira and/or Confluence in an operational/support environment.

• Knowledge of endpoint management tools such as Intune and Jamf.

• Excellent troubleshooting, communication, and customer service abilities; capable of clearly explaining technical concepts.

• Outstanding organizational skills and attention to detail.

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

• Understand patient confidentiality rights and adhere to HIPAA guidelines and regulations.

• Must respond to application inquiries regarding IAM experience, Jira Service Management, Microsoft Entra ID/Intune, Microsoft 365 support, non-compete status, US work sponsorship, salary expectations, and outside commitments.

🏝️ Benefits

• Competitive base salary.

• Potential for annual bonuses.

• Health benefits effective from the start date.

• Health & Wellness Program; up to $300 per quarter for overall well-being available from the 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", and 5 paid sick days after the first 90 days.

• Company-paid Short-Term Disability (STD) and Long-Term Disability (LTD) insurance.

• Technology setup provided.

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