Support Specialist, IT Operations

Flatiron Health · Durham

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Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem.

We’re looking for a full time IT Support Specialist to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next changemaker in cancer care?

What You'll Do

In this role, you'll join the Information Technology Operations team and provide hands-on support for Flatiron employees worldwide, including in-person support through Flatiron's IT Bar. You will partner closely with Office Operations, Network Engineering, and People Operations teams to ensure employees and contractors have a seamless and secure technology experience throughout their lifecycle at Flatiron.Specifically, you will:

• Manage IT asset inventory and lifecycle processes, including provisioning, fulfillment, shipping, receiving, vendor coordination, and retirement of devices and accessories.
• Provide in-person and remote support for hardware, software, operating system, and mobile device issues across macOS, Windows, and iOS platforms.
• Administer user access, provisioning, and identity management requests across systems including Active Directory, Google Workspace, and Okta, ensuring compliance with security and access management standards.
• Troubleshoot network connectivity issues including Wi-Fi, VPN, wired networking, and related end-user connectivity concerns.
• Manage endpoint administration activities including device configuration, software deployment, patching, and mobile device management.
• Maintain collaborative workspaces and conference room technology, including Zoom Rooms, AV equipment, and meeting support.
• Perform routine system maintenance and operational activities, escalating complex issues to engineering teams when appropriate.
• Document, prioritize, and manage support requests through the ticketing system, ensuring timely communication and resolution.
• Deliver a high-touch, customer-focused support experience while identifying opportunities to improve processes and the overall employee technology experience.

Who You Are

You're a kind, passionate, and collaborative problem-solver who values the opportunity to think beyond the way things are. In addition, you're a resourceful and dedicated team player with at least 3 years of experience supporting end-user technology in an IT Support, Desktop Support, Systems Administration, or similar role, with experience supporting identity, device, and workplace technology operations.

In addition, you have:

• Extensive experience supporting macOS environments and Apple hardware.
• Proven experience providing white-glove end-user support in a fast-paced environment.
• Strong troubleshooting skills across hardware, software, networking, mobile devices, and business applications.
• A strong understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.
• Experience administering Google Workspace, Microsoft 365, Active Directory, and Okta.
• Experience supporting endpoint management and MDM platforms such as Jamf, Intune, or similar solutions.
• Experience supporting and troubleshooting AV technologies such as Zoom Rooms, Neat devices, conference room systems, and related peripherals.
• Strong communication and interpersonal skills with a customer-first mindset.
• A self-starter who can work independently, prioritize effectively, and maintain attention to detail in a fast-moving environment.
• Experience supporting users across multiple offices or distributed environments.
• A desire to continue learning, grow professionally, and take on increasing responsibility within the IT organization.

Extra Credit:

• You have an Apple Certified Macintosh Technician (ACMT) certification.
• You have relevant certifications such as CompTIA A+, Network+, Microsoft, or similar.
• You have experience administering Jamf Pro policies, packaging, and macOS lifecycle management.
• You have experience with Kandji or other Apple device management platforms.
• You have experience supporting hybrid, distributed, or rapidly growing organizations.
• You have familiarity with ticketing and asset management platforms such as Zendesk.

Where You’ll Work

In this hybrid role, you’ll have a defined work location that includes work from home and 3 office days set by you and your team. For more information on our approach to hybrid work, please visit the how we work website. 

Life at Flatiron 

At Flatiron Health, we offer a full range of benefits to support you and your loved ones so you can focus your working hours on improving cancer care and accelerating cancer research, and your non-working hours on everything else life has to offer: 

• Work/life autonomy via flexible work hours and flexible paid time off
• Comprehensive compensation package
• 401(k) contribution to help you reach your retirement planning goals
• Financial health resources including 1:1 financial advice
• Mental well-being tools and services 
• Parental benefits and policies including family-building care and generous leave
• Path to parenthood programs supporting fertility, adoption and surrogacy
• Travel support for safe healthcare services

In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning and celebrate inclusion and belonging in the workplace.

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