IT Support Specialist, Midi Health

• Customer Obsession: Exceptional interpersonal skills. You must possess the ability to remain calm under pressure and de-escalate stressed users
• Communication: Strong written and verbal communication skills are non-negotiable. You should be comfortable teaching people how to use technology
• Experience: 2+ years of experience in a customer-facing role (e.g., IT Helpdesk, Client Services, Hospitality, or Customer Success)
• Autonomy: Ability to work independently in a fast-paced environment while knowing when to escalate complex issues
• Problem Solving: A natural curiosity to figure out how things work and how to fix them when they break

Desirable

• We are looking for a service-oriented IT Support Specialist to join our team. While technical aptitude is important, your ability to communicate with empathy and patience is paramount.
• You will be the "face" of our IT department, ensuring that our employees feel supported, heard, and empowered to do their best work
• Be the First Line of Defense: Serve as the primary point of contact for incoming queries, prioritizing a high-touch, "white-glove" customer service experience
• Translate "Tech" to "Human": Troubleshoot hardware and software issues, but more importantly, explain solutions to non-technical colleagues in clear, jargon-free language
• Onboarding Experience: Create a welcoming Day 1 experience for new hires by ensuring their workstations, accounts, and software are set up perfectly before they arrive
• Lifecycle Management: Manage inventory and procurement for equipment, handling the full lifecycle from purchasing for new hires to offboarding and reclaiming gear from departing users
• Problem Solving: Diagnose and resolve issues with computer systems and software promptly while complying with our service standards
• Knowledge Sharing: Document troubleshooting steps and resolutions to build a helpful knowledge base for both the IT team and the end-users
• Collaborate & Secure: Work with the wider IT team to implement infrastructure improvements and ensure all users are following security protocols without hindering their productivity