IT Support Specialist

About the role

We are seeking an IT Support Specialist who is passionate about delivering exceptional technical support and creating a best-in-class employee experience. You'll serve as the first point of contact for IT support, helping employees resolve technical issues quickly while ensuring they have the tools, access, and resources they need to be productive.

Responsibilities

• Deliver Exceptional Employee Support
• Provide outstanding Tier 1 and Tier 2 technical support through our IT service desk, delivering a friendly, professional, and customer-first experience.
• Troubleshoot hardware, software, identity, endpoint, and SaaS application issues from initial request through resolution.
• Manage and prioritize support requests to ensure timely resolution and a positive employee experience.
• Communicate clearly with employees, keeping them informed throughout the support process and ensuring a positive support experience.
• Escalate complex issues when appropriate while maintaining ownership and follow-through.
• User Lifecycle & Access Management
• Deliver a seamless onboarding and offboarding experience by preparing user accounts, devices, software access, and ensuring employees are set up for success from day one through their last day.
• Provision, modify, and deprovision employee accounts across a variety of cloud applications.
• Support identity and access management, including password resets, Multi-Factor Authentication (MFA), and Single Sign-On (SSO).
• Manage user groups, application access, and permissions following security best practices.
• Ensure employees have the appropriate access to perform their roles while maintaining compliance with company policies.
• Endpoint & Device Management
• Prepare, configure, deploy, and support company-issued laptops and peripherals.
• Troubleshoot endpoint issues and coordinate hardware replacements or repairs as needed.
• Maintain accurate IT asset inventory and support equipment logistics for remote employees.
• SaaS Administration
• Administer and support a broad portfolio of cloud-based business applications, including collaboration, productivity, communication, and operational platforms.
• Aid in user provisioning, licensing, permissions, and basic application configuration.
• Troubleshoot user access issues and support application integrations.
• Create and maintain internal documentation and knowledge base articles to improve self-service and team efficiency.
• Continuous Improvement
• Identify opportunities to improve IT processes, automate repetitive tasks, and enhance the employee support experience.
• Support IT initiatives and projects, including new application deployments, system rollouts, process improvements, and automation.
• Partner with teammates to improve onboarding, documentation, and operational workflows.
• Stay current on emerging technologies and industry best practices to continually improve the IT environment.

Requirements

• 3+ years of experience in IT support, Help Desk, or IT administration in a cloud-first environment
• Experience supporting Google Workspace, Okta, or similar identity and collaboration platforms
• Experience supporting macOS devices in a business environment
• Strong troubleshooting skills across hardware, software, identity, endpoints, and cloud applications
• Familiarity with identity and access management concepts, including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle management
• Excellent communication and customer service skills with a passion for helping others
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced, remote environment
• Experience supporting a distributed or remote workforce is preferred
• Experience in a healthcare, HIPAA, or SOC 2 environment is a plus

Qualifications

• BS/BA degree in Computer Science, Information Technology, or a related field
• CCNA, CCNP, or equivalent certifications preferred

Skills

• Technical proficiency with Microsoft Office Suite
• Knowledge of cloud services such as AWS, Azure, or Google Cloud Platform
• Experience with ITIL or similar IT service management frameworks
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills

Benefits

• Competitive salary and equity in a high growth start-up
• Comprehensive health benefits (medical, dental, vision)
• 401k program
• Flexible work schedules and paid time off
• Paid parental leave

Form Health's Commitment to DEI

FORM Health is committed to creating a culture and environment that celebrates diversity and inclusion, while fostering safety and belonging. This extends from our remote patient care to our corporate offices and everywhere in between. We are looking for team members who want to help us further our Diversity, Equity, and Inclusion (DEI) efforts and who share our attitudes for creating an inclusive, safe, and positive work environment.

Pay

Base Annual Salary: $75,000 - $90,000 USD