IT Help Desk

HealthSnap; United States; Remote; USD 50,000 - 65,000; Full time

Job summary

HealthSnap is seeking an IT Help Desk Associate to ensure our teams can work smoothly. You will be the frontline for technical support, focusing on Mac hardware/software, and assisting with Salesforce and Jira.

In a remote, US-wide role, you will diagnose issues, provide remote assistance, and document solutions while delivering excellent customer service to HealthSnap employees. This role offers opportunities for growth, collaboration, and contributing to better healthcare outcomes by enabling

Qualifications

• Experience supporting Mac computers (hardware and macOS)
• Familiarity with Salesforce and Jira is preferred
• Strong analytical and problem-solving skills with clear communication

Responsibilities

• Provide technical support for hardware, software, and network issues (MacBooks/PCs)
• Troubleshoot and assist employees with Salesforce and Jira
• Diagnose and resolve common computer and software issues
• Offer remote support to off-site employees
• Provide training and best practices for using technology
• Maintain records of support activities and resolutions
• Contribute to internal knowledge base and self-service resources
• Escalate complex issues to higher-level IT staff

Skills

Mac support

Analytical thinking

Communication

Multitasking

Customer focus

Tools

Salesforce

Jira

Job description

HealthSnap (healthsnap.io) empowers patients and their physicians to improve health outcomes using an innovative platform for modern, proactive patient care. We help healthcare organizations easily manage chronic conditions remotely, and deliver personalized patient experiences when it's needed most.

Be part of an organization built on teamwork, innovation, mutual respect, and equality for all. We believe in the power of prevention over treatment, after our co-founders experienced how modern healthcare failed their loved ones, they knew there had to be a better way. We believe that every patient deserves to receive the right care, at the right time, and in the right location - regardless of their condition or status.

We lead with empathy above all else, and place the patient at the center of everything we do. Working at HealthSnap means being part of a family and a team where if you win, we all win, no matter how big or small the accomplishment. We take ownership - and lead with empathy - and expect each employee to recognize that real patients rely on HealthSnap every day.

Position Overview:

Under the supervision of the IT Help Desk Supervisor, the IT Help Desk Associate plays a critical role in ensuring that HealthSnap’s teams can work smoothly and efficiently. This role serves as the frontline for technical support, with a strong emphasis on troubleshooting Mac computers, assisting with software installations, and supporting key applications such as Salesforce and Jira. If you are tech-savvy, love problem-solving, and enjoy helping people navigate technology, this role is for you!

Key Responsibilities:

• Provide technical support for hardware, software, and network issues, with a focus on HealthSnap-issued MacBooks and PCs
• Troubleshoot and assist employees with company applications, including Salesforce and Jira
• Diagnose and resolve common computer and software issues such as system crashes, application errors, connectivity problems, and microphone/audio issues
• Offer remote support to off-site employees, ensuring consistent service across the organization
• Assist employees with the effective use of technology by providing training, guidance, and best practices
• Maintain accurate records and documentation of all support activities, troubleshooting steps, and resolutions
• Contribute to internal knowledge base articles and self-service resources
• Escalate complex or unresolved issues to higher-level IT personnel, providing all relevant details for efficient resolution
• Perform other duties as assigned

Qualifications:

• Proven experience supporting Mac computers, including hardware troubleshooting and macOS software support
• Familiarity with Salesforce and Jira is strongly preferred
• Strong analytical and problem-solving skills with the ability to diagnose technical issues efficiently
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced environment and manage multiple priorities at once
• Customer-focused attitude with patience and a desire to help others
• Competitive salary and benefits package
• Opportunity for professional growth and development
• Collaborative and inclusive work environment
• Meaningful work that makes a positive impact on healthcare accessibility and outcomes

We embrace diversity and are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation, or your identity expression, if you are passionate about improving the future of healthcare through lifestyle change, we want to hear from you!

The pay range for this role is:

50,000 - 65,000 USD per year (Remote (United States))