IT Support Specialist

Role Overview

• Serve as the dedicated IT support resource for the HR team and broader internal staff
• Handle help desk requests including account access, software troubleshooting, connectivity issues, and hardware support
• Triage and resolve internal IT tickets promptly, escalating to engineering when issues require deeper technical investigation
• Maintain clear documentation of recurring issues and resolutions to reduce repeat requests
• Onboard new team members from an IT perspective including account setup, device provisioning, and access management
• Manage and maintain the Android tablet fleet and mobile device management platform including Samsung Knox or equivalent
• Adjust device configurations as vendor platform capabilities evolve
• Enable new functionality, security settings, and device policies across the full device fleet
• Build and maintain device profiles that support clinical workflows in the field
• Establish and manage an incremental release process for device configuration updates
• Manage device acquisition, onboarding, and deployment processes end to end
• Configure and enroll new tablets into device management portals consistently before deployment
• Ensure every device is properly configured before it reaches a clinician
• Track device inventory and lifecycle status across the full fleet
• Provide Tier 2 support for device-related issues including complex configuration and connectivity problems
• Troubleshoot and resolve issues quickly with a target resolution time under 30 minutes for critical issues
• Document device management processes and troubleshooting procedures clearly enough for others to follow
• Support the transition of Tier 1 device support responsibilities to other team members as the function scales
• Identify opportunities to improve device reliability, performance, and usability across the fleet
• Support rollout of new device capabilities and updates with minimal disruption to clinical teams
• Work cross-functionally with IT, engineering, and operations to ensure the device environment keeps pace with operational and clinical needs
• Track all active tasks, user requests, and engineering dependencies to ensure nothing falls through the cracks
• Maintain and improve runbooks for triaging and troubleshooting as the company grows
• Configure and enforce device policies, profiles, and security settings across the fleet
• Keep documentation current and organized so the support process scales without knowledge bottlenecks

Requirements

• Hands-on experience managing Android devices in an enterprise or large-scale deployment environment
• Solid general IT support background including help desk, troubleshooting, and user-facing support
• Experience with mobile device management platforms, with Samsung Knox or equivalent strongly preferred
• Strong troubleshooting skills across mobile device systems, configurations, and connectivity
• Comfort navigating production databases using SQL and running scripts via CLI to investigate issues
• Ability to translate complex technical issues clearly for non-technical clinical and operations audiences
• Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion
• Strong written and verbal communication skills across both technical and non-technical audiences
• No-task-too-small ownership mentality: issues resolved fast, loops closed without being asked, urgency is the default
• Highly organized and responsive with the ability to manage multiple open tasks simultaneously

Tech Stack

• Android
• SQL

Benefits

• Paid Time Off in accordance with company policy
• Observance of Holidays per company guidelines
• 100% remote setup so you can work wherever you're most productive