IT Support Specialist

Carbon Health; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

Carbon Health is seeking an IT Support specialist to troubleshoot and resolve 60+ tickets weekly within SLA, assisting employees remotely and documenting analysis. You will work on MacOS and Windows, helping with password policies and access management, while delivering courteous service.

You will follow escalation paths in Jira, document workflows, and support hardware and software issues for staff across the organization.

Qualifications

• High School Diploma or equivalent experience.
• Experience in a high paced environment with independent workflows while resolving 60+ tickets weekly.
• Experience assisting customers remotely via phone, written correspondence, and video calls.
• Experience in MacOS and Windows, troubleshooting hardware and software issues including peripherals.
• Understanding of password and security policies such as multi-factor authentication and access management.
• Ability to document findings and workflows in a timely, organized manner.
• Outstanding customer service and communication skills with empathetic problem solving.

Responsibilities

• Work alongside an IT Support team troubleshooting and resolving 60+ tickets weekly in priority order and within SLA commitments.
• Assist employees remotely via written correspondence, video calls, and telecommunications, documenting troubleshooting and analysis.
• Follow troubleshooting guides and Jira escalation paths to address tickets effectively and quickly.
• Provide prompt and courteous customer service in all communications 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.

Skills

Ticket handling

Remote support

MacOS/Windows

Security awareness

Documentation

Customer service

Analytical troubleshooting

Education

High School diploma

Tools

Jira

Google Workspace

Okta

Atlassian Cloud

Meraki

Mosyle MDM

Job description

About this position

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.

THE JOB AT A GLANCE

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.