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 an excellent communicator with strong customer service skills and a desire to continuously improve processes and technology
• You have at least 2 years of experience as a member of an information technology service desk, support or operations team
• Experience with Mac operating systems, Apple Business Manager, and Apple Configurator
• Proven experience providing white-glove support.within specific service levels
• A strong understanding of Networking concepts (TCP/IP Protocols, etc)
• Proficiency with Google Workspace and M365
• The ability to troubleshoot AV equipment (Neat Bars, Zoom Rooms, etc)
• Experience with Active Directory,Okta, Slack, Google Chrome, and Zoom
• You are fluent in English (spoken and written)

Desirable

• We’re looking for a Support Specialist to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer
• In this role, you’ll join the Information Technology Operations team and provide hands-on, real-time support for IT needs in both Flatiron’s London and Berlin offices
• You will work cross-functionally with the Office Operations team, local Engineers, and our U.S. IT Operations and Onboarding teams to ensure functional accuracy for all current and incoming Flatiron employees and contractors
• Manage asset inventory and on-site equipment (server room), including laptops, peripherals, and accessories
• Oversee asset acquisition and decommissioning including shipping, receiving, cataloguing, and vendor coordination
• Provide in-person support for user requests, troubleshooting hardware and software issues across MacBooks, ThinkPads, Dell laptops, and desk setups
• Demonstrate proficiency with Apple Business Manager / Apple Configurator
• Handle user access requests for group memberships (e.g., AD, GSuite, Okta), ensuring proper permissions and security protocols are followed
• Assist with network connectivity issues (Wi-Fi, VPN, wired), software installations, and mobile device management (MDM) for company-issued devices
• Collaborate with Office Operations and Network Engineering teams to support in-office tasks, including conference room technology setup and troubleshooting
• Perform routine maintenance and updates on systems, while escalating complex issues to higher-level support when necessary
• Document and track support requests in the ticketing system, ensuring timely updates and resolution for all stakeholders
• Onboard and offboard Berlin and London based employees, equipment, and technology access
• Serve as the first point of contact for WiFi and connectivity issues and partner with Network Engineering and Office Operations for troubleshooting and upgrades