IT Operations Specialist

At Reema Health, we believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life’s challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person - someone who listens, meets members where they are, and understands the community’s resources - can ease those burdens and effectively connect members to health care. Our mission-driven and member-focused company is seeking an experienced and self-motivated IT Operations Specialist. The IT Operations Specialist is a hands-on, employee-facing IT role responsible for keeping Reema Health’s workforce productive and supported. This position owns day-to-day help desk operations, Apple device management, employee technology onboarding and offboarding, technology procurement, and IT documentation and education. The ideal candidate is an experienced IT support professional who thrives in a high-volume environment, provides exceptional customer service, and can independently troubleshoot a broad range of technology issues. Reporting to the Sr. Director, People Strategy and Operations, this role works closely with our IT and Security team as well as our Engineering team on escalated technical issues and systems-related projects while maintaining primary ownership of day-to-day employee IT support., * Manage Tier 1 and Tier 2 IT support for accounts, devices, and internal software, ensuring rapid resolution.

• Design and implement a scalable help desk function, covering ticketing, intake channels, and service levels.
• Oversee the end-to-end lifecycle of the Apple device fleet, from procurement to secure disposal.
• Maintain accurate hardware and software asset inventory, including logistics for remote and hybrid teams.
• Execute consistent technology onboarding and offboarding processes, ensuring compliance and access control.
• Develop and maintain the IT portion of the internal knowledge base, standard operating procedures, and technical documentation.
• Collaborate with Learning & Development to build and deliver a comprehensive workforce technology education program.
• Analyze support data to identify trends, implement automation, and resolve root causes of issues.
• Support organizational security and compliance via access reviews, policy enforcement, and incident reporting., Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent professional experience will be considered.
• 2-3 years of professional experience in an IT help desk, IT support, or IT operations role, preferably in a mid-sized or larger organization with high-volume support needs.
• Hands-on experience administering Jamf and managing an Apple device fleet, including Mac laptops and iPads.
• Strong familiarity with Google Workspace administration, including user provisioning, groups, permissions, and access controls.
• Experience managing employee technology throughout the lifecycle, including onboarding/offboarding, device provisioning, inventory, procurement, and access management.
• Strong troubleshooting skills with the ability to resolve Tier 1 issues independently and appropriately escalate more complex technical issues.
• Experience with IT ticketing/help desk platforms, documentation, and service-level management.
• Strong customer service and communication skills, with the ability to work confidently and effectively with non-technical employees.
• Understanding of IT security and compliance practices.

Preferred Skills and Experiences:

• Experience working in healthcare or another regulated environment, including exposure to PHI/HIPAA.
• Experience with Rippling or similar HRIS and employee lifecycle platforms
• Experience improving IT service management processes, implementing automation, or maturing help desk operations.
• Experience developing and delivering technology education or enablement for non-technical users.

• Competitive Salary and Equity Package
• Medical, Dental, and Vision Insurance
• HSA, FSA, and Life Insurance Options
• 401(k) Retirement Savings with Company Match
• Employee Assistance Program
• Flexible Schedules and Remote Work
• Technology Stipend
• Accrued Paid Time Off
• Paid Family and Medical Leave