IT Support Specialist

Carbon Health; Puerto Bogotá; On-site; COP 30,000,000 - 54,000,000; Full time

Job summary

Carbon Health in Colombia seeks an IT Support Specialist to empower our Support Engineering team. You will triage and resolve 60+ tickets weekly, assist employees remotely, and document troubleshooting steps clearly to support service levels.

As part of our security-forward culture, you will reinforce access management, follow Jira workflows, troubleshoot MacOS and Windows, and deliver empathetic, value-driven customer service that helps patients and staff stay productive.

Qualifications

• High School Diploma or equivalent experience.
• Resolve 60+ tickets weekly within SLA of 30 minutes to 1 hour.
• Assist employees remotely via phone, chat, video calls.
• Troubleshoot MacOS and Windows issues and peripherals.
• Understand password and security policies like MFA.
• Document findings and workflows in a timely, organized way.
• Provide outstanding customer service with empathy.

Responsibilities

• Triages and resolves Carbon Health IT tickets, escalating when needed.
• Assist employees remotely via written, video, and calls with clear notes.
• Follow troubleshooting guides and Jira escalation paths.
• Deliver prompt, courteous IT support to staff.
• Assist with access management and security policy compliance.
• Troubleshoot hardware and software across devices and peripherals.

Skills

Ticket triage

Remote support

MacOS troubleshooting

Windows troubleshooting

SLA adherence

Documentation

Customer service

Security policy (MFA)

Access management

Education

High School Diploma

Tools

Jira

Google Workspace

Okta

Atlassian Cloud

Meraki

Mosyle MDM

Job description

The IT Support Specialist will help our Support Engineering team ensure that all CarbonHealth internal customers’ technology needs are met and that their IT problems are solved with impactful and educational interactions. This candidate will effectively triage and solve Carbon Health IT tickets and escalate to the appropriate parties when necessary. The perfect candidate will be efficient, detail-oriented, drive our company compliance goals, and excel at communication and organization. Additionally, this individual will be great at providing excellent customer service when triaging and addressing customer needs. Their communication will be impactful, empathetic, and consistent with the IT team workflows.

WHAT YOU’LL DO

• Work alongside a driven, fast paced IT Support team troubleshooting and resolving 60+ tickets on a weekly basis in order of priority and within our SLA commitments.
• Assist employees remotely via written correspondence, video calls, and telecommunications all while documenting your troubleshooting and analysis of issues in a timely and concise manner.
• Following troubleshooting guides and escalation paths in a Jira ticketing system to address tickets effectively and quickly.
• Providing prompt and courteous customer service in all aspects of communication with Carbon Health staff.
• Assist with aspects of employee lifecycle and access management while upholding identity federation and compliance best practices.
• Assist with hardware and software troubleshooting and diagnosing IT problems with Carbon Health staff directly.

MUST HAVE SKILLS

• High School Diploma or equivalent experience.
• Experience in a high paced environment with independent workflows while resolving 60+ tickets on a weekly basis within an average SLA of 30 minutes to 1 hour.
• Experience in assisting customers remotely via telephone, written correspondence, and video calls.
• Experience in both MacOS and Windows operating systems, able to independently troubleshoot and resolve a variety of software and hardware issues for computers, tablets, printers, scanners, and other peripherals.
• Understanding of password + security policies like multi-factor authentication and access management
• Able to provide thorough and detailed analysis on issues assigned to you and document your findings + troubleshooting workflows in a timely and organized manner.
• Outstanding customer service and communication skillsets with proven ability to assist others in a timely manner with empathetic and impactful problem solving.

NICE TO HAVE SKILLS

• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN as well as network troubleshooting workflows.
• Experience in a wide variety of SaaS applications including (or similarly relevant) Google workspace, Okta, Atlassian Cloud, Meraki and Mosyle MDM.
• Strong documentation skills for creating and maintaining knowledge base articles, how-to articles, and project outlines.
• Healthcare industry background with HIPAA compliance expertise.

As a physician-founded and led organization, ensuring everyone has access to quality healthcare is what inspires us. The magic we’ve created lies in Carbon Health’s custom EHR and the collaboration among clinical teams, engineers, and designers who work side-by-side to deliver innovation like our hands free AI charting tool. That’s why we hire people who genuinely care about patients, solving healthcare challenges, and making a positive impact every day. Join us and help change the future of healthcare for the better.