Healthcare IT Support Specialist I - 1st Line Helpdesk

Alivi Health; Miami (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

Alivi Health is seeking a first-line IT Support Specialist to assist employees across the organization with endpoint, identity, and collaboration tool issues. You will troubleshoot, document incidents, and resolve service requests in partnership with Systems Administration and Security teams.

This role focuses on delivering a reliable employee experience within a HIPAA-aligned environment. Responsibilities include ticket management, device provisioning, Entra ID and M365 administration basics,

Qualifications

• High school diploma; Associate degree or equivalent practical experience preferred.
• 6 months to 1 year of IT support or customer service/help desk experience preferred.
• Healthcare experience is strongly preferred.

Responsibilities

• Monitor and triage requests via phone, email, and the Jira Service Management (JSM) portal; meet defined SLAs (first response, updates, and resolution).
• Document steps taken, root cause (when known), and resolution with clear notes.
• Escalate unresolved or high‑impact issues to the appropriate resolver group with complete context.
• Support Windows 10/11 devices, peripherals, and printers; perform break/fix, driver updates, and peripheral setup.
• Provision and re‑provision devices; assist with imaging/enrollment and data backup/restore as needed.
• Use Microsoft Intune for device enrollment, compliance checks, and remote actions.
• Troubleshoot network connectivity (LAN/Wi‑Fi), VPN clients, and basic firewall/ACL symptoms before escalation.
• Execute employee onboarding and offboarding: enable/disable Entra ID and Microsoft 365 accounts and provision/deprovision access across Five9, Verint, EpicRide, Jira, and related systems.
• Manage distribution groups, the company directory, and OrgChart membership; enforce MFA; and configure mailbox delegation on separation.
• Validate telework readiness before granting access.
• Process all access changes through the JSM access‑request workflow with required manager approval, following least-privilege and HiTrust access‑control practices.
• Support Outlook/Exchange Online, Teams, and SharePoint/OneDrive permissions and syncing; assist with mailbox storage/archiving basics.
• Provide end‑user support for standard applications and selected LOB apps; collect logs and perform initial triage.
• Create and maintain knowledge base articles; contribute to asset inventory and lifecycle activities; support security initiatives with Security.
• Handle data per HIPAA and Alivi HiTrust policies; participate in on‑call rotations as needed.

Skills

Customer service

Bilingual English/Spanish

Communication

Time management

Education

High school diploma

Associate degree

Tools

Windows 10/11

Microsoft 365

Entra ID/Azure AD

Microsoft Intune

Microsoft Defender for Endpoint

Jira Service Management

Job description

Alivi Health is seeking a first-line IT Support Specialist to assist employees across the organization with endpoint, identity, and collaboration tool issues. You will troubleshoot, document incidents, and resolve service requests in partnership with Systems Administration and Security teams.

This role focuses on delivering a reliable employee experience within a HIPAA-aligned environment. Responsibilities include ticket management, device provisioning, Entra ID and M365 administration basics,