IT Support Specialist
New
M
Midi HealthVirtual Healthcare
Location: RemoteFull-TimeMiddle
Salary$75,000 - $85,000 per year
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Job Details
- Experience
- 2+ years of experience
- Required Skills
- Customer serviceGoogle WorkspaceSlackNotionTroubleshooting
Requirements
- 2+ years of experience in a customer-facing role (e.g., IT Helpdesk, Client Services, Hospitality, or Customer Success).
- Exceptional interpersonal skills with the ability to remain calm under pressure and de-escalate stressed users.
- Strong written and verbal communication skills.
- Ability to work independently in a fast-paced environment while knowing when to escalate complex issues.
- Natural curiosity and strong problem-solving capabilities.
- Comfort working with both PC (Windows) and Mac (macOS) hardware.
- Familiarity with Google Workspace, Slack, Zoom, and Notion is preferred.
- Familiarity with JumpCloud identity management is preferred.
- Experience supporting Athena is preferred.
- Familiarity with ITIL framework or similar ticketing workflows is preferred.
- Bachelor's degree in a related field or equivalent combination of education and experience.
Responsibilities
- Serve as the primary point of contact for incoming queries, prioritizing a high-touch, white-glove customer service experience.
- Troubleshoot hardware and software issues and explain solutions to non-technical colleagues in clear, jargon-free language.
- Create a welcoming Day 1 experience for new hires by ensuring workstations, accounts, and software are set up perfectly.
- Manage inventory and procurement for equipment, handling the full lifecycle from purchasing for new hires to offboarding.
- Diagnose and resolve issues with computer systems and software while complying with service standards.
- Document troubleshooting steps and resolutions to build a helpful knowledge base for the IT team and end-users.
- Work with the wider IT team to implement infrastructure improvements and ensure security protocol compliance.
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