IT Technical Support Specialist

Are you a hands-on problem solver who takes pride in keeping technology running smoothly for the people around you? Do you thrive in a fast-paced environment where every ticket is a new challenge and a chance to make someone’s day easier? If so, AdvancedMD wants to hear from you. We’re looking for a motivated and customer-focused Technical Support Specialist to join our IT Support team. In this role, you’ll be the first line of defense for our internal workforce - diagnosing and resolving hardware and software issues, managing support requests through our Jira ticketing system, and keeping employees productive across our South Jordan office and remote locations. You’ll also play a key role in onboarding new employees, offboarding departing ones, and maintaining our hardware inventory. Your contributions have real, daily impact on how well our teams operate. This is a great opportunity to be a part of a dynamic IT support organization within a fast-growing healthcare technology, * Serve as the first point of contact for internal technical support requests via Jira, email, chat, and walk-ups

• Diagnose and resolve hardware issues including monitors, docking stations, laptops, headsets, webcams, keyboards, and peripherals - both in-office and shipped to remote employees
• Troubleshoot software and application issues across Windows environments (Outlook, Microsoft Teams, GoTo, Bitlocker, VPN/Zscaler, and others)
• Perform desk moves and relocations, including network port activation and workstation setup at new locations
• Process employee and contractor offboarding, including account deprovisioning, hardware recovery, and access removal
• Manage and fulfill equipment requests, including issuing loaner gear, processing asset based replacements (ABR) for out-of-warranty laptops, and deploying new devices
• Maintain accurate hardware inventory records in Jira Assets and the equipment spreadsheet on a recurring basis
• Manage offshore contractor access requests
• Support audio/visual needs including conference room setup and office TV configuration
• Accurately document issues, troubleshooting steps, and resolutions in Jira; keep tickets current and close them promptly upon resolution
• Escalate complex or unresolved issues to senior IT staff with thorough context

Do you have experience in Windows?, Do you have a Associate’s degree?, * Associate’s degree in Information Technology, Computer Science, or a related field - or equivalent hands-on experience

• Prior experience in a technical support, help desk, or IT operations role preferred
• Proficiency with Windows and Mac operating systems
• Proficiency with common enterprise applications (Microsoft 365, Teams, Outlook)
• Familiarity with Active Directory, Microsoft Intune, and Entra (Azure AD), including user provisioning and device management
• Working knowledge of networking fundamentals - ethernet connectivity, VPN, Zscaler, port activation, and basic troubleshooting
• Experience with Bitlocker, endpoint security tools, and device configuration
• Comfort working with HR/IT automation platforms such as Aquera or similar SCIM based provisioning tools is a plus
• Experience with Jira Service Management or a comparable ticketing system
• Ability to manage a high volume of concurrent tickets and prioritize effectively
• Strong verbal and written communication skills - able to work calmly and clearly with non-technical users under time pressure
• Physically able to perform hands-on hardware tasks including lifting and moving equipment
• Experience with incorporating AI into your daily workflow

What Will Make us LOVE You

• You’re self-driven - you don’t wait to be told what needs fixing, you spot it and solve it
• You’re comfortable being the person someone walks up to in a moment of frustration, and you handle it with patience
• You have a positive attitude (training, resiliency, appreciate the growth from adversity)
• You are highly team oriented and focus on the success of your peers as well as yourself
• You are coachable and have proven ability to take feedback and implement it
• Comfortability with Windows and Mac operating systems
• Experience with Active Directory, Intune and Entra
• Basic networking knowledge
• Troubleshooting hardware and software
• Familiarity with ticketing systems (Jira a plus)
• Proficiency in Microsoft Office Suite (SharePoint a plus)
• Understanding of remote desktop support tools

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Competitive compensation and total rewards benefits
• Comprehensive health, dental, and vision insurance
• 401(k) with generous company match
• Paid time off and holidays
• Hybrid and remote work opportunities
• Career growth and development support
• Collaborative, team-oriented culture

Privacy Notices for Team Members and Job Applicants

AdvancedMD is a unified cloud suite of medical office software hosted on Amazon Web Services/AWS including practice management, electronic health records, and patient engagement, and offers managed medical billing services for independent practices. AdvancedMD serves an expansive national footprint of 65,000 practitioners across 14,000 practices and 900 independent medical billing companies. 8.8M insurance claims are processed every month on the AdvancedMD billing platform!, AdvancedMD, now part of the Francisco Partners (“FP”) portfolio, revolutionized medical office software in 1999 with the introduction of the industry’s first true cloud solution. Today, the company continues to lead HealthTech innovation with a complete cloud suite of smart applications that work in unison, accelerating collaborative workflow for every role of the practice. With AdvancedMD, medical office staff are empowered to thrive in the online age of healthcare and value-based reimbursement with essential clinical, financial, patient engagement and reputation management applications that are unified and available anytime, anywhere on any device. AdvancedMD strives to be the technology heartbeat of healthcare for providers, patients, and payors for a healthier world. For more information on AdvancedMD, please visit www.advancedmd.com.

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