Specialist, Technical Support

Zocdoc; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Hybrid work environment

Catered lunch

Daycare reimbursement

Wellness programs

Parental leave

Sabbatical leave

Health check-ups

Counselling services

Job summary

Zocdoc is seeking a Specialist, Technical Support to empower our employees with the technology and support needed to excel. You will handle onboarding, asset management, and day‑to‑day IT operations for PC and Mac users, while exploring AI tools to optimize troubleshooting, documentation, and automation.

You will work in a night shift (6 pm–3 am) with WFH/on-site options and collaborate with teams using Google Workspace, Azure AD, Intune, JAMF, Jira, Slack, and BetterCloud.

Qualifications

• Bachelor’s degree in Computer Science or related field or IT certifications and experience.
• 2+ years in a progressively responsible technical support or helpdesk role.
• Strong customer service background.
• Experience with AzureAD, Intune Endpoints.
• Proficiency with Windows domain environment (Windows Server, Active Directory, LDAP, DHCP).
• Familiar with SSO/MFA and JAMF/JSS, Jira/Confluence/Slack.

Responsibilities

• Provide hands-on technical support to onsite and remote employees.
• Troubleshoot hardware and software issues across PC and Mac environments.
• Support onboarding and off-boarding, asset management, and account administration.
• Work with AI tools to improve troubleshooting, documentation, and automation.
• Create and maintain documentation for IT systems and processes.

Skills

Customer service experience

Night shift experience

Windows & Mac troubleshooting

AI tool familiarity (Claude, ChatGPT,等

Scripting (BASH/PowerShell)

On-site and remote desktop support

Education

Bachelor’s degree in Computer Science or related field

Tools

Google Workspace admin

Azure AD

Intune

JAMF/JSS

Jira

Confluence

Slack

BetterCloud

G Suite Apps

Job description

Our Mission

You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you’re blocked.

Our Mission

You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you’re blocked. We’re here to give power to the patient. For nearly 20 years, we’ve built the leading healthcare marketplace - helping tens of millions of people find and book the care they need. Now, we’re going further: building our infrastructure beyond Zocdoc’s marketplace to power access to care wherever patients search, from provider websites and insurance directories to search engines, AI platforms, and more. Healthcare still lacks something every other major consumer industry takes for granted: a seamless way to go from seeking to getting. We don’t want to own the front door to care; there isn't one. We want to make sure all of those doors open when patients are knocking. Fixing healthcare starts with fixing access to it. And we're still just getting started.

Your Impact on our Mission

Zocdoc’s most important asset is our people. As a Specialist, Technical Support, you’ll play a key role in ensuring our employees have the technology, tools, and support they need to do their best work. You’ll provide hands‑on technical support to both onsite and remote employees, troubleshoot hardware and software issues across PC and Mac environments, and support critical IT operations including onboarding and off‑boarding, asset management, account administration, and workplace technology. You’ll also have the opportunity to work with technologies such as Google Workspace, Azure AD, Intune, JAMF, Jira, Slack, and BetterCloud, while exploring how AI tools like Claude, ChatGPT, Codex, Glean, and Gemini can improve troubleshooting, documentation, automation, and everyday IT operations. This is a great opportunity for someone who enjoys solving problems, delivering an excellent employee experience, and continuously learning new technologies. You’ll have the chance to take ownership of day‑to‑day IT support while identifying opportunities to automate and improve processes at scale—all while helping Zocdoc teams stay productive and focused on our mission to give power to the patient.

Your day‑to‑day is

• Work within the IT Support Team to provide excellent customer service, effective response times and expert insights into general and sometimes complex support issues.
• Working in Night shift (6 pm-3 am) Providing WFH/On-site.
• Experience in Google Workspace admin is a must.
• Supporting on-site/remote desktop computing issues (PCs/Macs) as well as submitting repair requests to manufacturers for damaged machines.
• Provides basic support and assistance for Zocdoc users in relation to a variety of software applications and hardware systems.
• Ensure quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction are adhered to.
• Assist other IT support staff with operational procedures and troubleshooting issues.
• Create and maintain detailed documentation for systems and processes managed by the Enterprise IT team, for both end‑users and other IT staff.
• Communicate promptly throughout the ticket lifecycle to maintain a high level of client satisfaction by responding promptly to client requests according to published SLAs.
• Performing IT support tasks such as desk setups, inventory counts, organizing, audits, meeting room setups, etc. and other duties as assigned.
• Systems administration of core IT services (on‑prem and SaaS), including process automation, configurations, and improvements within these tools.
• Work with AI tools such as Claude, ChatGPT, Codex, Glean, and Gemini to support troubleshooting, research, documentation, and day‑to‑day IT operations.
• Identify and use AI‑powered solutions to automate repetitive/manual IT support tasks and improve operational efficiency.
• Assist with integrating approved AI tools into internal applications, workflows, and support processes while following security and privacy requirements.
• Hardware and software asset management.
• Staff onboarding and off‑boarding, including machine imaging and account creation/configuration.

You’ll enjoy this role if you are…

• A self starter and have an entrepreneurial mindset
• Excited about learning new technologies
• Excited to use technology to enhance the consumer experience

You’ll be successful in this role if you have…

• Bachelor’s degree in Computer Science or related field or a mixture of IT‑related certifications and relevant experience.
• 2+ years experience in a progressively responsible technical support or helpdesk role
• Strong customer service background required.
• Experience with AzureAD, Intune Endpoints
• Ability to identify common user experience issues and analyze root causes, delivering and implementing viable solutions at scale.
• Experience with some of the following: G Suite Apps, JIRA, Confluence, Slack, and Bettercloud.
• On‑site and remote desktop troubleshooting skills for PC and Mac, software and hardware.
• Proficiency with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
• Proficiency with Single Sign‑On and Multi‑Factor authentication.
• Familiarity with AI tools such as ChatGPT, Claude, Codex, Glean, Gemini, or similar platforms.
• Understanding of how AI can be used for technical troubleshooting, documentation, research, and workflow automation.
• Ability to use AI responsibly, validate AI‑generated outputs, and identify opportunities to improve IT support processes through automation.
• Familiar with JAMF/JSS Suite.
• Scripting experience (BASH, PowerShell, or similar).

Benefits

• An incredible team of smart and supportive people
• A competitive compensation package, including attractive medical insurance
• Flexible, hybrid work environment
• Amazing perks – think catered lunch every day, Ping Pong, etc.
• Daycare reimbursement
• The chance to create a better healthcare experience for millions of patients!
• Corporate wellness programs with Headspace
• Cellphone and wifi reimbursement
• Competitive parental leave
• Sabbatical leave (over 5 years)
• Annual sponsored health check‑ups
• Sponsored counselling and therapy via Betterlyf
• Competitive PTO
• Zocdoc is certified as a Great Place to Work 2022-2026

Location

• Our office is located in Koregaon Park, looking for candidates who can work from office all 5 days

About Us

Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in‑network providers, compare choices based on verified patient reviews, and instantly book in‑person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last‑minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish. Zocdoc is a mission‑driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws. Job Applicant Privacy Notice