IT Support Specialist

At InStride Health, the role of the IT Support Specialist is to provide timely and effective IT technical support for InStride staff. An excellent IT Support Specialist must be knowledgeable and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with sometimes frustrated users. The goal of this role is to unblock staff so they can effectively do their job.

Responsibilities

Technical Assistance and Support:

• Serve as the initial point of contact for InStride staff seeking timely technical assistance for the InStride Health platform support.
• Conduct remote troubleshooting using diagnostic techniques and relevant inquiries.
• Efficiently manage and prioritize tasks to ensure timely completion.

IT Operations and Maintenance:

• Assist in maintaining essential IT operations by troubleshooting hardware, software, operating systems, and applications to ensure our clinical staff experiences minimal downtime.”
• Ensure the smooth functioning of all IT systems, minimizing downtime and addressing issues promptly.

Onboarding / Offboarding:

• Complete the technical components of onboarding for new InStride employees. Make sure new employees have the necessary IT tools and access to perform their roles effectively from day one.
• Complete offboards securely and within compliance requirements.

Documentation and Knowledge Base:

• Provide accurate information on IT products and services for InStride employees.
• Create, update, and maintain knowledge base articles, documents and videos to assist users and improve efficiency.
• Record FAQs, Root-Cause Diagnosis and their resolution in logs to track progress and ensure follow-up.

Process Improvement and Feedback:

• Collect feedback and suggestions from users to enhance the IT support process, ensuring a high level of user satisfaction.

Security and Compliance:

• Uphold security measures by following established protocols to protect sensitive data in accordance with HIPAA, and escalate any potential security concerns.”

Training and Development:

• Assist in training staff on new technologies and systems.

Collaboration & Communication:

Engage with internal stakeholders as primary customers, ensuring their technical needs are met promptly and effectively with a customer-service oriented, white-glove approach.Where needed, interact professionally with external vendors and external stakeholders, including patients and their familiesWork closely with other tech team members to escalate and address and resolve complex technical issues effectively.

• Maintain clear and consistent communication with users regarding issue resolution and update user status as needed. Ensure timely acknowledgment of task completion to maintain workflow efficiency.

Work Schedule

• 9am – 5pm EST or 10am – 6pm EST

What You Need to Succeed in the Role

Required Qualifications

• A customer-first mindset and a passion for helping others.
• Strong communication and documentation skills.
• An aptitude for problem-solving and the ability to diagnose technical issues.
• Experience in a customer-facing support role (technical or non-technical).
• Ability to manage and prioritize assigned tasks in a timely manner.
• Must understand the importance of confidentiality, particularly in a healthcare setting.

Preferred Qualifications / Bonus Points

• Proven experience in an IT Service Desk or technical support role.
• Familiarity with any of the following: MacOS, Okta, Google Workspace Enterprise, Kandji (MDM), SentinelOne, Proofpoint, Slack, or Zoom.
• Relevant IT Certifications (e.g., CompTIA A+, Google IT Support Certification, Apple Certified Technician).
• A foundational understanding of HIPAA guidelines.

The current expected base salary for this position ranges from $50,000 – $60,000. Actual compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work, in addition to benefits, perks, and other rewards.