IT Support Specialist
Vytalize Health · Remote
Your opportunity
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, able to think critically and improve outcomes while still operating within defined processes.
What You Will Do
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.
What will make you successful here
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 comfortable 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 being forward-thinking to challenge the status quo
Ability to act with integrity, professionalism, and confidentiality.
Proficient with Microsoft Office Suite or related software.
Additional Duties
In coordination with the Information Security Team to securely configured and maintained, the applications with secure authentication mechanisms, role-based access and support access reviews in accordance with the Identity Management Authentication and Access Control and Data and Platform Security policies.
Adhere to the Change Management policy, which includes documenting, reviewing, and obtaining approval for all normal and emergency changes prior to deployment. Teams must submit a change request, ensure an information security impact assessment is completed, conduct and/or coordinate pre implementation, and ensure approvals are in place prior to implementation.
In conjunction with information security, applying hardening standard configurations and ensuring vulnerabilities are remediated in accordance with the Vulnerability Management policy.
Ensuring firewall configurations align with Data and Platform, including documentation with justifications for all rule changes, remove obsolete rules, and participate in the information security firewall rule reviews.
Maintaining accurate and up to date inventories of hardware, software, and cloud assets throughout their lifecycle—from acquisition to decommissioning. Ensuring assets are classified, assigned to owners, tracked in approved systems, and aligned with the information security policies.
Required Qualifications
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.
Perks/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
Ability to help build a market leader in value-based healthcare at a rapidly growing organization
Please note at no time during our screening, interview, or selection process do we ask for additional personal information (beyond your resume) or account/financial information. We will also never ask for you to purchase anything; nor will we ever interview you via text message. Any communication received from a Vytalize Health recruiter during your screening, interviewing, or selection process will come from an email ending in @vytalizehealth.com