IT Support Specialist

Carbon Health; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

A healthcare technology company is seeking an IT Support Specialist to support internal customers' technology needs. The role involves resolving tickets efficiently, providing remote assistance, and developing the IT knowledge base. Ideal candidates will have strong troubleshooting skills on Mac and Windows systems, excellent customer service abilities, and a background in the healthcare industry, particularly with HIPAA compliance.

Qualifications

• Experience troubleshooting both MacOS and Windows environments.
• Proficient in managing SaaS applications like GSuite and Okta.
• Strong documentation and analysis skills.

Responsibilities

• Resolve 100+ IT support tickets weekly within SLA of 30 minutes to 1 hour.
• Assist employees through remote communication methods.
• Maintain and build the internal IT knowledge base.

Skills

Customer service

Communication

Documentation

Problem-solving

Technical troubleshooting

Education

High School Diploma or equivalent

Tools

MacOS

Windows

GSuite

Okta

Atlassian Cloud

Job description

THE JOB AT A GLANCE

The IT Support Specialist will help our Support Engineering team ensure that all Carbon Health internal customers’ technology needs are met and that their IT problems are solved with impactful and educational interactions. The perfect candidate will be efficient, detail-oriented, drive our company compliance goals, and excel at organization. Additionally, this individual will be a great communicator, assisting with our team’s documentation and project management needs.

WHAT YOU’LL DO

• Work alongside a driven, fast paced IT Support team troubleshooting and resolving 100+ tickets on a weekly basis in order of priority and within our SLA commitments of 30 minutes to 1 hour on average.
• 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.
• Be a subject matter expert for a number of existing and new SaaS services and integrations, all while ensuring the highest standards of system security.
• Assist with aspects of employee lifecycle and access management while upholding identity federation and compliance best practices.
• Help build our internal IT knowledge base, develop innovative ways to better IT processes and customer service through impactful help articles and project outlines.

ABOUT YOU

• High School Diploma or equivalent experience.
• Experience in a high paced environment with independent workflows while resolving 100+ 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.
• Extensive expertise 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.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN as well as network troubleshooting workflows.
• Proficient in implementing and managing Identity Access Management solutions including secure password and MFA policies alongside identity federation best practices.
• Experience in troubleshooting and managing a wide variety of SaaS applications including (or similarly relevant) GSuite, Okta, Atlassian Cloud, Meraki and Mosyle MDM.
• 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.
• Experience with Mobile Device Management systems and familiarity with basic concepts of device provisioning, profile and app management alongside compliance monitoring.
• Strong documentation skills for creating and maintaining knowledge base articles, how-to articles, and project outlines.
• Healthcare industry background with HIPAA compliance expertise.