Job Summary As a skilled IT Support Specialist, you will work closely with our Support Engineering team to ensure the technology needs of Carbon Health internal customers are met. Responsibilities include: - Providing efficient and timely technical support to employees via various channels, including written correspondence, video calls, and telecommunications. - Documenting troubleshooting and analysis processes in a clear and concise manner. - Staying up-to-date on new SaaS services and integrations, ensuring system security and compliance best practices. - Assisting with employee lifecycle and access management, upholding identity federation and compliance standards. - Contribute to building an internal IT knowledge base, developing innovative ways to improve IT processes and customer service through impactful help articles and project outlines. Requirements - High School Diploma or equivalent experience. - Proven track record in a fast-paced environment, resolving 100+ tickets per week within an average SLA of 30 minutes to 1 hour. - Experience in remote assistance via telephone, written correspondence, and video calls. - Extensive expertise in MacOS and Windows operating systems, able to troubleshoot and resolve software and hardware issues for computers, tablets, printers, scanners, and other peripherals. - Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN, as well as network troubleshooting workflows. - Proficient in implementing and managing Identity Access Management solutions, secure password and MFA policies, alongside identity federation best practices. - Experience in troubleshooting and managing SaaS applications, such as GSuite, Okta, Atlassian Cloud, Meraki, and Mosyle MDM. - Able to provide thorough and detailed analysis on assigned issues, documenting findings and troubleshooting workflows in a timely and organized manner. - Outstanding customer service and communication skills, with proven ability to assist others in a timely manner with empathetic and impactful problem solving. - Experience with Mobile Device Management systems and familiarity with basic concepts of device provisioning, profile, and app management, alongside compliance monitoring. - Strong documentation skills for creating and maintaining knowledge base articles, how-to articles, and project outlines. - Healthcare industry background with HIPAA compliance expertise.