IT Support Specialist

We are seeking an IT Support Specialist to provide Level 1 and Level 2 technical support for internal users in a modern, cloud-first environment. This role supports day-to-day IT operations, troubleshooting, and end-user enablement while working within established processes and service management practices.

The ideal candidate is technically strong, customer-focused, and comfortable working within structured ticketing systems, including Jira Service Management, able to think critically and improve outcomes while still operating within defined processes.

What You Will Do

• 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., * In coordination with the Information Security Team to securely configured and maintained, the applications with secure authentication mechanisms, role-based access and support access reviews in accordance with the Identity Management Authentication and Access Control and Data and Platform Security policies.
• Adhere to the Change Management policy, which includes documenting, reviewing, and obtaining approval for all normal and emergency changes prior to deployment. Teams must submit a change request, ensure an information security impact assessment is completed, conduct and/or coordinate pre implementation, and ensure approvals are in place prior to implementation.
• In conjunction with information security, applying hardening standard configurations and ensuring vulnerabilities are remediated in accordance with the Vulnerability Management policy.
• Ensuring firewall configurations align with Data and Platform, including documentation with justifications for all rule changes, remove obsolete rules, and participate in the information security firewall rule reviews.
• Maintaining accurate and up to date inventories of hardware, software, and cloud assets throughout their lifecycle-from acquisition to decommissioning. Ensuring assets are classified, assigned to owners, tracked in approved systems, and aligned with the information security policies.

Do you have experience in macOS?, * Ability to multitask and prioritize in a dynamic environment

• Comfortable working both independently and collaboratively across teams
• Detail-oriented with a proactive approach to troubleshooting
• Entrepreneurial spirit, a sense of ownership and comfortable operating in ambiguity
• Solution oriented with the ability to think strategically and creatively in decision-making

• Strong work ethic to exceed expectations and goals

• Coachable and able to take direction and feedback well, yet being forward-thinking to challenge the status quo
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite or related software., * 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.

• 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

Please note at no time during our screening, interview, or selection process do we ask for additional personal information (beyond your resume) or account/financial information. We will also never ask for you to purchase anything; nor will we ever interview you via text message. Any communication received from a Vytalize Health recruiter during your screening, interviewing, or selection process will come from an email ending in @vytalizehealth.com