Support Specialist, Flatiron Health

• You're a kind, passionate, and collaborative problem-solver who values the opportunity to think beyond the way things are
• In addition, you're a resourceful and dedicated team player with at least 3 years of experience supporting end-user technology in an IT Support, Desktop Support, Systems Administration, or similar role, with experience supporting identity, device, and workplace technology operations
• Extensive experience supporting macOS environments and Apple hardware
• Proven experience providing white-glove end-user support in a fast-paced environment
• Strong troubleshooting skills across hardware, software, networking, mobile devices, and business applications
• A strong understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and wireless connectivity
• Experience administering Google Workspace, Microsoft 365, Active Directory, and Okta
• Experience supporting endpoint management and MDM platforms such as Jamf, Intune, or similar solutions
• Experience supporting and troubleshooting AV technologies such as Zoom Rooms, Neat devices, conference room systems, and related peripherals
• Strong communication and interpersonal skills with a customer-first mindset
• A self-starter who can work independently, prioritize effectively, and maintain attention to detail in a fast-moving environment
• Experience supporting users across multiple offices or distributed environments
• A desire to continue learning, grow professionally, and take on increasing responsibility within the IT organization

Desirable

• In this role, you'll join the Information Technology Operations team and provide hands-on support for Flatiron employees worldwide, including in-person support through Flatiron's IT Bar
• You will partner closely with Office Operations, Network Engineering, and People Operations teams to ensure employees and contractors have a seamless and secure technology experience throughout their lifecycle at Flatiron
• Manage IT asset inventory and lifecycle processes, including provisioning, fulfillment, shipping, receiving, vendor coordination, and retirement of devices and accessories
• Provide in-person and remote support for hardware, software, operating system, and mobile device issues across macOS, Windows, and iOS platforms
• Administer user access, provisioning, and identity management requests across systems including Active Directory, Google Workspace, and Okta, ensuring compliance with security and access management standards
• Troubleshoot network connectivity issues including Wi-Fi, VPN, wired networking, and related end-user connectivity concerns
• Manage endpoint administration activities including device configuration, software deployment, patching, and mobile device management
• Maintain collaborative workspaces and conference room technology, including Zoom Rooms, AV equipment, and meeting support
• Perform routine system maintenance and operational activities, escalating complex issues to engineering teams when appropriate
• Document, prioritize, and manage support requests through the ticketing system, ensuring timely communication and resolution
• Deliver a high-touch, customer-focused support experience while identifying opportunities to improve processes and the overall employee technology experience