IT Support Specialist

🕒 Agosto 24

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

💻 Suporte de TI

🚫👨‍🎓 Sem graduação necessária

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Vytalize Health

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

☁️ SaaS

⚕️ Seguro de Saúde

💰 $100.000.000 Series C - Vytalize Health em 2023-02

Healthcare • SaaS • Healthcare Insurance

A Vytalize Health é uma empresa de tecnologia e serviços de saúde que auxilia consultórios de atenção primária e Organizações de Cuidados Responsáveis (ACOs) na transição para o cuidado baseado em valor. Ela combina análises orientadas por dados, suporte clínico virtual e domiciliar, além de serviços de gestão de cuidados para melhorar os resultados dos pacientes, viabilizar serviços remotos aprovados pelo Medicare para condições crônicas e ajudar práticas a obter economias compartilhadas em contratos baseados em valor. A Vytalize faz parcerias com médicos independentes, consultórios em grupo, centros de saúde comunitários e ACOs existentes para fornecer capacitação clínica, fluxos de trabalho adaptados às práticas e insights de desempenho.

Descrição

• Provide Level 1 and Level 2 support for end users via Jira Service Management • Troubleshoot and resolve hardware, software, and access issues across Windows and macOS devices • Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint • Triage, prioritize, and resolve tickets according to SLAs, defined workflows, and support best practices • Escalate issues appropriately with clear documentation, including troubleshooting steps and context • Provision and support endpoints, including onboarding and offboarding activities • Support endpoint management platforms such as Intune for Windows and Jamf for macOS • Assist with user access, permissions, and identity-related issues • Contribute to and maintain technical documentation and knowledge articles • Follow ITIL-aligned practices for incident, request, and problem management • Participate in continuous improvement of IT support processes and workflows • Coordinate with the Information Security Team to securely configure and maintain applications with secure authentication mechanisms and role-based access; support access reviews • Adhere to Change Management policy by documenting, reviewing, assessing, obtaining approvals for, and coordinating normal and emergency changes before deployment • Apply hardening standard configurations and ensure vulnerabilities are remediated in accordance with Vulnerability Management policy • Ensure firewall configurations align with security policies, document and justify rule changes, remove obsolete rules, and participate in firewall rule reviews • Maintain accurate inventories of hardware, software, and cloud assets throughout their lifecycle, ensuring classification, ownership, tracking, and policy alignment

🎯 Requisitos

• 2+ years of experience in an IT support/helpdesk role • Experience working within a structured ticketing system and SLAs • Experience supporting both Level 1 and Level 2 issues is preferred • Relevant IT certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft, Google IT Support) strongly preferred • Strong working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint • Strong working knowledge of Windows 10/11 and macOS; ability to troubleshoot hardware and software issues • Experience supporting identity, access, and permissions, including account access, group membership, MFA/password resets as applicable • Experience working within structured ticketing workflows, including queues, SLAs, and documentation standards • Jira Service Management experience as an agent is required; familiarity with Jira and/or Confluence in an operations/support context • Familiarity with endpoint management tools such as Intune and Jamf • Strong troubleshooting, communication, and customer service skills; able to explain technical topics clearly • Excellent organizational skills and attention to detail • Demonstrate a positive attitude and respectful, professional customer service • Acknowledge patient’s rights on confidentiality issues and follow HIPAA guidelines and regulations • Must answer application questions regarding IAM experience, Jira Service Management, Microsoft Entra ID/Intune, Microsoft 365 support, non-compete status, US work sponsorship, salary expectations, and outside commitments

🏖️ Benefícios

• Competitive base compensation • Annual bonus potential • Health benefits effective on start date • Health & Wellness Program; up to $300 per quarter for your overall well-being available on start date • 401K plan effective on the first of the month after your start date; 100% of up to 4% of your annual salary • Unlimited (or generous) paid "Vytal Time", and 5 paid sick days after your first 90 days • Company paid STD/LTD • Technology setup • Ability to help build a market leader in value-based healthcare at a rapidly growing organization