IT Support Specialist

About the role

We are seeking an IT Support Specialist to provide Level 1 and Level 2 technical support for internal users in a modern, cloud-first environment. This role supports day-to-day IT operations, troubleshooting, and end-user enablement while working within established processes and service management practices. The ideal candidate is technically strong, customer-focused, and comfortable working within structured ticketing systems, including Jira Service Management.

Responsibilities

• Provide Level 1 and Level 2 support for end users via Jira Service Management.
• Troubleshoot and resolve hardware, software, and access issues across Windows and macOS devices.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Triage, prioritize, and resolve tickets according to SLAs, defined workflows, and support best practices.
• Escalate issues appropriately with clear documentation, including troubleshooting steps and context.
• Provision and support endpoints, including onboarding and offboarding activities.
• Support endpoint management platforms such as Intune (Windows) and Jamf (macOS).
• Assist with user access, permissions, and identity-related issues.
• Contribute to and maintain technical documentation and knowledge articles.
• Follow ITIL-aligned practices for incident, request, and problem management.
• Participate in continuous improvement of IT support processes and workflows.
• In coordination with the Information Security Team, securely configure and maintain applications with secure authentication mechanisms, role-based access, and support access reviews in accordance with Identity Management, Authentication and Access Control, and Data and Platform Security policies.
• Adhere to the Change Management policy, including documenting, reviewing, and obtaining approval for all normal and emergency changes prior to deployment.
• In conjunction with information security, apply hardening standard configurations and ensure vulnerabilities are remediated in accordance with the Vulnerability Management policy.
• Ensure firewall configurations align with Data and Platform policies, including documentation with justifications for all rule changes, removal of obsolete rules, and participation in information security firewall rule reviews.
• Maintain accurate and up-to-date inventories of hardware, software, and cloud assets throughout their lifecycle—from acquisition to decommissioning.
• Ensure assets are classified, assigned to owners, tracked in approved systems, and aligned with information security policies.

Requirements

• 2+ years of experience in an IT support/helpdesk role.
• Experience working within a structured ticketing system and SLAs.
• Experience supporting both Level 1 and Level 2 issues is preferred.
• Relevant IT certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft, Google IT Support) strongly preferred.
• Strong working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Strong working knowledge of Windows 10/11 and macOS; ability to troubleshoot hardware and software issues.
• Experience supporting identity, access, and permissions (e.g., account access, group membership, MFA/password resets as applicable).
• Experience working within structured ticketing workflows, including queues, SLAs, and documentation standards.
• Jira Service Management experience as an agent (required); familiarity with Jira and/or Confluence in an operations/support context.
• Familiarity with endpoint management tools such as Intune (Windows) and Jamf (macOS).
• Strong troubleshooting, communication, and customer service skills; able to explain technical topics clearly.
• Excellent organizational skills and attention to detail.
• Demonstrate a positive attitude and respectful, professional customer service.
• Acknowledge patient’s rights on confidentiality issues and follow HIPAA guidelines and regulations.

Skills

• Ability to multitask and prioritize in a dynamic environment.
• Comfortable working both independently and collaboratively across teams.
• Detail-oriented with a proactive approach to troubleshooting.
• Entrepreneurial spirit, a sense of ownership, and comfort operating in ambiguity.
• Solution-oriented with the ability to think strategically and creatively in decision-making.
• Strong work ethic to exceed expectations and goals.
• Coachable and able to take direction and feedback well, yet forward-thinking to challenge the status quo.
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite or related software.

Benefits

• Competitive base compensation.
• Annual bonus potential.
• Health benefits effective on start date.
• Health & Wellness Program; up to $300 per quarter for your overall well-being available on start date.
• 401K plan effective on the first of the month after your start date; 100% of up to 4% of your annual salary.
• Unlimited (or generous) paid "Vytal Time", and 5 paid sick days after your first 90 days.
• Company paid STD/LTD.
• Technology setup.