IT Support Specialist II

Health iPASS is seeking an IT Support Specialist II with strong technical troubleshooting skills and experience supporting modern SaaS and identity-driven environments. This role provides a unique mix of internal desktop and IT support for Health iPASS employees and external SaaS application support for our customers.

You’ll help employees with day-to-day technology needs while also assisting customers with troubleshooting, configuration, and issue resolution for the Health iPASS platform. The ideal candidate is a strong communicator and problem solver who is comfortable working across both technical and customer-facing support environments., * Provide remote desktop and end-user support for internal employees.

• Manage user accounts in Active Directory, including account creation, password resets, group assignments, and access troubleshooting.
• Assist with multi-factor/two-factor authentication (MFA/2FA) enrollment, troubleshooting, and device changes.
• Install, configure, and troubleshoot common business applications and tools.
• Support hardware and peripheral issues, including laptops/desktops, printers, monitors, and mobile devices.
• Document support cases, solutions, and IT processes for internal knowledge sharing., * Respond to customer support requests through ticketing systems, email, and/or phone.
• Troubleshoot SaaS application issues, including login problems, configuration errors, and workflow challenges.
• Escalate complex technical issues appropriately, collaborating with Engineering or Product teams when needed.
• Reproduce reported issues, gather logs and steps to reproduce, and communicate findings clearly.
• Maintain excellent customer communication by providing timely updates and clear resolutions.
• Contribute to customer support documentation, FAQs, and best practices.

• Minimum of 2 years of IT experience in desktop support, help desk, systems support, or a similar role.
• Minimum of 1 year of customer service or support experience in a professional environment.
• Experience supporting Active Directory environments, including password resets, account unlocks, and basic administration.
• Familiarity with software installation and end-user troubleshooting.
• Working knowledge of MFA/2FA setup and support.
• Strong troubleshooting and communication skills, including the ability to explain technical concepts clearly to technical and non-technical users.
• Ability to manage multiple requests and prioritize effectively in a fast-paced environment.
• A customer-first mindset, strong professionalism, attention to detail, and consistent follow-through.

Nice to have

• 1+ year of application or software support experience, preferably supporting a SaaS platform.
• Experience using SQL for troubleshooting or validating application data.
• Experience using Postman or similar tools to test APIs and validate requests and responses.
• Familiarity with ticketing platforms such as Zendesk, Jira Service Management, Freshdesk, or ServiceNow.
• Understanding of basic networking concepts, including DNS, VPN, and Wi-Fi troubleshooting.

$70,000 a year - Full-time, This is a remote position with a mix of internal employee support and external customer-facing support. Our hours of operation are 7:00 AM-6:00 PM Central Time, and you will be assigned a shift within those hours. Occasional on-call or off-hours support may be required based on business needs. The pay range for this role is: 70,000 - 70,000 USD per year(Remote)