IT Support Specialist

🕒 May 15

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

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Vytalize Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

☁️ SaaS

⚕️ Healthcare Insurance

💰 $100M Series C - Vytalize Health on 2023-02

B2B • SaaS • Healthcare Insurance

Vytalize Health is a healthcare technology and services company that helps primary care practices and Accountable Care Organizations (ACOs) transition to value-based care. It combines data-driven analytics, virtual and in-home clinical support, and care management services to improve patient outcomes, enable Medicare-approved remote services for chronic conditions, and help practices earn shared savings under value-based contracts. Vytalize partners with independent PCPs, group practices, community health centers and existing ACOs to deliver clinical enablement, practice-tailored workflows, and performance insights.

📋 Description

• 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 (Windows) and Jamf (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.

🎯 Requirements

• 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 (Outlook, Teams, OneDrive, SharePoint). • Strong working knowledge of Windows 10/11 and macOS; ability to troubleshoot hardware and software issues. • Experience supporting identity, access, and permissions (e.g., 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 (required); familiarity with Jira and/or Confluence in an operations/support context. • Familiarity with endpoint management tools such as Intune (Windows) and Jamf (macOS). • 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.

🏖️ Benefits

• 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