Senior IT Support Specialist — Onsite Troubleshooter

Gifthealth; United States; Remote; USD 59,000 - 69,000; Full time

Job summary

Gifthealth is seeking an IT Support Specialist II to provide advanced end-user technical support across workstations, applications, access, and peripherals at our on-site locations. You will handle requests, document work, and coordinate with IT teams to maintain productivity.

The role emphasizes issue ownership, thorough troubleshooting, and clear communication, with opportunities to mentor junior staff and contribute to knowledge base development.

Qualifications

• High school diploma or equivalent.
• CompTIA Network+ or equivalent IT certification preferred.
• 2–4 years of IT support experience.
• Experience with IT service management systems and escalated tickets preferred.
• Experience mentoring junior team members preferred.
• Understanding of identity/access concepts (SSO, SAML) and access workflows.
• Strong troubleshooting and documentation skills.
• Ability to work independently and across teams.
• Understanding of PHI/HIPAA privacy environments.
• Basic scripting or automation (PowerShell/Bash) preferred.
• Working knowledge of enterprise tools like Okta, Google Workspace, Slack.

Responsibilities

• Responds to IT support requests via ticketing system, chat, and in-person interactions.
• Troubleshoots and resolves standard and moderately complex issues involving workstations, applications, access, connectivity, devices, and enterprise support systems.
• Owns escalated issues and drives resolution before escalating to higher teams.
• Escalates urgent/high-impact issues per leadership coverage.
• Maintains response-time, resolution, documentation, escalation, and first-contact resolution standards.
• Identifies recurring issues and opportunities to improve workflows and root cause analysis.
• Assists with complex device deployments, onboarding/offboarding, and site-level changes.
• Develops and maintains knowledge base articles and guides, mentoring junior staff.
• Communicates clearly with technical and non-technical users and maintains professional accountability.

Skills

End-user support

Troubleshooting

Communication

Documentation

Escalation management

Mentoring

Education

High school diploma or equivalent

CompTIA Network+ or equivalent (preferred)

Tools

Okta

Google Workspace

Slack

ITSM platforms

MDM tools

Cloud-based apps

Job description

Gifthealth is seeking an IT Support Specialist II to provide advanced end-user technical support across workstations, applications, access, and peripherals at our on-site locations. You will handle requests, document work, and coordinate with IT teams to maintain productivity.

The role emphasizes issue ownership, thorough troubleshooting, and clear communication, with opportunities to mentor junior staff and contribute to knowledge base development.