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.

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.

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

IT Support Specialist

Key skills