IT Support Specialist

Joinasher; Mexico; On-site; PHP 2,064,118 - 3,096,177; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Job summary

Asher Health is seeking an IT Support Specialist to own frontline IT support, access management, and systems hygiene for an international contractor role based in Mexico. You will ensure day-to-day tech issues are resolved, access records kept audit-ready, and inputs cleaned for developers.

Join a fast-moving startup that values ownership and clear SOPs, with a focus on healthcare tech compliance and international collaboration.

Qualifications

• 1–3+ years in IT support, helpdesk, or technical operations.
• Experience with user access management and troubleshooting SaaS tools.
• Experience working in a ticketed or SLA-driven environment preferred.
• Comfortable managing multiple systems and user requests simultaneously.
• Able to follow SOPs precisely and identify when they need updating.
• Clear written communication for tickets, documentation, and user support.
• Comfortably escalating issues with complete, structured context.

Responsibilities

• Own day-to-day user access requests and lifecycle changes across all systems—including application access, Slack workspace and channel invites, and software seat assignments—maintaining clean, audit-ready records at all times.
• Process onboarding, role change, and offboarding access updates accurately and promptly, flagging access inconsistencies or security risks proactively.
• Serve as first response for all inbound IT support requests, consistently meeting a 2-hour acknowledgment SLA and a 24-hour maximum resolution time for Tier 1 issues.
• Resolve Tier 1 issues independently, including password resets, login and permission errors, software installs, and basic configuration—communicating clearly with requesters on status, resolution, or escalation path.
• Gather complete, structured information for technical issues—steps to reproduce, screenshots or recordings, affected systems and users—so developers receive clean, actionable bug reports, and follow up on open issues through resolution.
• Convert technical fixes and workflows into clear internal SOPs, maintain the IT knowledge base and centralized IT inventory and access logs, and update audit documentation weekly for compliance readiness.
• Monitor automation and integration logs for common execution issues—expired API keys, authentication failures, data formatting errors—and perform daily checks on core operational systems, resolving simple issues independently or escalating with full context.

Skills

IT support

SaaS tools

Ticketing & SLA

Multitasking

SOPs

Communication

Tools

Lovable

Zendesk

Jira

JAMF

Job description

IT Support Specialist

Location: Remote (International – Mexico candidates only)

Job Type: Full-Time, International Contractor

Department: IT

Compensation: Monthly compensation

About Asher Health

Asher Health partners with gyms, wellness centers, and performance facilities nationwide to bring medically supervised weight management and wellness solutions—including GLP-1 programs and advanced health optimization services—to the communities they serve.

Our mission is to help wellness businesses expand their impact through innovative technology, clinical expertise, and exceptional partner support.

About the Role

We’re looking for a detail-driven IT Support Specialist to own frontline IT support, access management, and systems hygiene at Asher Health. In this role, you’ll ensure day-to-day technical issues are resolved quickly, documented correctly, and escalated cleanly—keeping our systems usable, secure, and reliable while freeing senior technical resources to focus on architecture and complex problems.

You’ll be the first line of defense for our teammates: resolving Tier 1 issues independently, maintaining audit-ready access records, and creating clean inputs—tickets, documentation, and logs—that make higher-level technical work faster and easier. When this role is working well, our IT Lead spends less time reacting and more time improving.

Please note: this is an international contractor role, and we are considering candidates based in Mexico only at this time.

If you’re a go-getter who brings solutions instead of just surfacing problems, owns outcomes fully, and thrives in a fast-moving startup environment, we’d love to meet you.

What You’ll Do

• Own day-to-day user access requests and lifecycle changes across all systems—including application access, Slack workspace and channel invites, and software seat assignments—maintaining clean, audit-ready records at all times.
• Process onboarding, role change, and offboarding access updates accurately and promptly, flagging access inconsistencies or security risks proactively.
• Serve as first response for all inbound IT support requests, consistently meeting a 2-hour acknowledgment SLA and a 24-hour maximum resolution time for Tier 1 issues.
• Resolve Tier 1 issues independently, including password resets, login and permission errors, software installs, and basic configuration—communicating clearly with requesters on status, resolution, or escalation path.
• Gather complete, structured information for technical issues—steps to reproduce, screenshots or recordings, affected systems and users—so developers receive clean, actionable bug reports, and follow up on open issues through resolution.
• Convert technical fixes and workflows into clear internal SOPs, maintain the IT knowledge base and centralized IT inventory and access logs, and update audit documentation weekly for compliance readiness.
• Monitor automation and integration logs for common execution issues—expired API keys, authentication failures, data formatting errors—and perform daily checks on core operational systems, resolving simple issues independently or escalating with full context.

What We’re Looking For

• 1–3+ years in IT support, helpdesk, or technical operations.
• Experience with user access management and troubleshooting SaaS tools.
• Experience working in a ticketed or SLA-driven environment preferred.
• Comfortable managing multiple systems and user requests simultaneously.
• Able to follow SOPs precisely and identify when they need updating.
• Clear written communication for tickets, documentation, and user support.
• Comfortably escalating issues with complete, structured context.

Preferred Qualifications

• Experience with Lovable, Zendesk, Jira, and JAMF.
• Strong attention to detail.
• Exposure to compliance and regulatory considerations in healthcare.

What We Offer

• Monthly compensation as an international contractor (this role is open to Mexico-based candidates only at this time).
• Health, Dental, Vision, and PTO benefits.
• Clear paths for career growth and advancement as the company scales.
• A collaborative, fast-paced, and mission-driven culture where your work directly impacts company operations.

Why Join Asher Health?

At Asher Health, we’re building the future of wellness partnerships. We value humility, ownership, integrity, collaboration, and continuous growth. Every team member operates by six core values: Care Like It’s Personal, Finish What You Own, Be Easy to Trust, Find a Way, Leave It Better, and Choose Growth Over Ego. If you’re energized by keeping systems running smoothly while building a rewarding career, we’d love to hear from you.

Asher Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.

Ready to join our team?

Apply now and take the next step in your career with Asher Health.