IT Support Specialist

About the Opportunity

The organization is the largest virtual care clinic for women in midlife navigating perimenopause, menopause, and other hormonal transitions. It combines expert clinicians, evidence-based protocols, and a modern technology platform to deliver care that has historically been underserved by the healthcare system. This is a fast-growing, mission-driven company building the infrastructure and products that define this new category of care.

About the Role

The company is looking for a service-oriented IT Support Specialist to join the team. While technical aptitude is important, the ability to communicate with empathy and patience is paramount. This role will be the "face" of the IT department, ensuring that employees feel supported, heard, and empowered to do their best work. If you are a problem-solver who takes pride in turning a frustrated user into a happy one, this role is for you.

Responsibilities

• Serve as the primary point of contact for incoming queries, prioritizing a high-touch, "white-glove" customer service experience.
• Troubleshoot hardware and software issues, but more importantly, explain solutions to non-technical colleagues in clear, jargon-free language.
• Create a welcoming Day 1 experience for new hires by ensuring their workstations, accounts, and software are set up perfectly before they arrive.
• Manage inventory and procurement for equipment, handling the full lifecycle from purchasing for new hires to offboarding and reclaiming gear from departing users.
• Diagnose and resolve issues with computer systems and software promptly while complying with service standards.
• Document troubleshooting steps and resolutions to build a helpful knowledge base for both the IT team and the end-users.
• Work with the wider IT team to implement infrastructure improvements and ensure all users are following security protocols without hindering their productivity.

Core Qualifications

• Customer Obsession: Exceptional interpersonal skills. The ability to remain calm under pressure and de-escalate stressed users is essential.
• Communication: Strong written and verbal communication skills are non-negotiable. Comfort teaching people how to use technology is required.
• Experience: 2+ years of experience in a customer-facing role (e.g., IT Helpdesk, Client Services, Hospitality, or Customer Success).
• Autonomy: Ability to work independently in a fast-paced environment while knowing when to escalate complex issues.
• Problem Solving: A natural curiosity to figure out how things work and how to fix them when they break.

Preferred Tech Stack

The company is willing to train the right person, but familiarity with the following tools is a plus:

• Productivity & Collaboration: Google Workspace, Slack, Zoom, and Notion.
• Identity Management: JumpCloud.
• Specific Software: Experience supporting Athena.
• Hardware Environment: Comfort working with both PC (Windows) and Mac (macOS) hardware.
• Frameworks: Familiarity with ITIL framework or similar ticketing workflows.
• Education: Bachelor's degree in a related field OR equivalent combination of education and experience.

Pay

The estimated salary range for this role is $75,000 - $85,000 per year, based on factors such as experience and skills. In addition to base salary, employees are eligible for a wide range of benefits and equity in the company.