IT Support Specialist — Jira‑Driven, 365, Windows & Mac

Vytalize Health; Kansas (OH); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health benefits

Annual bonus potential

401K plan

Company paid STD/LTD

Tech setup

Vytal Time

Sick days

Wellness program

Job summary

Vytalize Health is seeking an IT Support Specialist to deliver Level 1–2 technical support for internal users in a cloud-first environment. You’ll troubleshoot Windows/macOS, support Microsoft 365, and manage tickets in Jira Service Management to meet defined SLAs.

You will work with onboarding/offboarding, endpoint management (Intune/Jamf), and contribute to knowledge articles while following ITIL practices. A proactive, confidential, and customer-focused mindset is essential.

Qualifications

• 2+ years in an IT support/helpdesk role
• Experience with structured ticketing systems and SLAs
• Experience providing Level 1 and Level 2 support
• IT certifications such as ITIL Foundation, CompTIA A+, Microsoft or Google IT Support preferred
• Strong working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Experience with Windows 10/11 and macOS desktop troubleshooting
• Experience supporting identity, access, and permissions (MFA/password resets)
• Jira Service Management experience as an agent (required)
• Familiarity with endpoint management tools like Intune and Jamf
• Strong troubleshooting, communication and customer service skills; able to explain technical topics clearly
• Excellent organizational skills and confidentiality awareness

Responsibilities

• Provide Level 1 and Level 2 end-user support via Jira Service Management
• Troubleshoot hardware, software, and access issues on Windows and macOS
• Support Microsoft 365 apps and services (Outlook, Teams, OneDrive, SharePoint)
• Triage, prioritize, and resolve tickets according to SLAs and workflows
• Escalate issues with clear documentation of steps and context
• Assist with onboarding/offboarding and endpoint provisioning
• Support Intune (Windows) and Jamf (macOS) management
• Assist with user access, permissions, and identity-related issues
• Contribute to technical docs and knowledge articles
• Adhere to ITIL-aligned incident, request, and problem management
• Participate in continuous improvement of support processes

Skills

Jira Service Management

Microsoft 365

Windows 10/11

macOS

Troubleshooting

Customer service

Structured ticketing

Communication

HIPAA awareness

Education

IT certifications (ITIL/CompTIA/MS)

Tools

Intune

Jamf

Jira

Confluence

Job description

Vytalize Health is seeking an IT Support Specialist to deliver Level 1–2 technical support for internal users in a cloud-first environment. You’ll troubleshoot Windows/macOS, support Microsoft 365, and manage tickets in Jira Service Management to meet defined SLAs.

You will work with onboarding/offboarding, endpoint management (Intune/Jamf), and contribute to knowledge articles while following ITIL practices. A proactive, confidential, and customer-focused mindset is essential.