IT Support Specialist

IT SUPPORT SPECIALIST

 
At Author Heath , we are dedicated to meeting our patients and their caregivers where they are with a hybrid care model—virtual clinicians with in-market support staff—that flexibly supports our patients’ health and needs. We are seeking professionals who are enthusiastic about working on a tech-enabled interdisciplinary team to support an underserved population of older adults with psychiatric illness. We value non-judgmental, respectful, and empathetic interactions, aiming to meet the unique needs of each patient and caregiver. Our primary mission is to deliver outstanding care for seniors with serious mental illness (SMI), substance use disorders (SUD) and dementia. We are committed to making a significant impact in the lives of older adults and their caregivers. With our advanced technology, our patients and their caregivers can receive care focused on meeting their needs holistically. Join us in our mission to revolutionize healthcare.
 
The Enterprise Technology Team at Author Health believes we have the power, through the tools and services we deliver, to maximize the impact our employees have on patient care. We are on a mission to make that possibility real by delivering world-class technology experiences that reduce friction and increase productivity. We’re seeking an IT Support Technician to be on the frontline of employee experience with technology and help us achieve that mission.

Position Overview:
 
The IT Support Specialist is responsible for delivering exceptional technical support to employees by serving as the primary point of contact for IT-related issues. This role ensures that hardware, software, systems, and user accounts are effectively managed to maintain a productive and secure work environment. The IT Support Specialist also plays a key role in enhancing the employee experience through efficient onboarding and offboarding processes, creating self-service resources, and driving continuous improvement across IT support operations.
 
Role Classification: Non-technical
 
Roles and Responsibilities:

• The first point of contact for IT support needs across the organization.
• Resolve technical issues across hardware and software tools to keep employees productive.
• Develop technical self-service documentation to help employees help themselves
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Support a delightful onboarding experience by managing hardware and software provisioning for new employees .
• Run offboarding requests that ensure swift and complete revocation of account access, deprovisioning of software, and laptop returns.
• Work with technology teams to fix the root causes of common interruptions and drive down the rate of IT support requests per employee.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; or equivalent work experience.
• Open to fresh graduates with a strong foundation in IT support and troubleshooting.
• Skilled at troubleshooting hardware issues across ChromeOS, Windows, MacOS, iOS, and other peripheral devices (monitors, headsets, docking stations, etc)
• Experience supporting infrastructure across IAM tools (Microsoft Entra, Okta) , MDM (InTune/Jamf/Chrome Enterprise), Telephony/CCaaS (Talkdesk), cybersecurity tools (MS Defender/Sentinel, CrowdStrike)
• Experience supporting company-wide collaboration tools such as Google Workspace, Slack, Confluence, Atlassian, and Monday.com.
• Experience using Jira or a similar ticketing system to track, prioritize, document, and resolve support requests.
• Must be willing to work in Makati City.
• Amenable to work Monday to Friday on U.S. business hours.
• Willing to work full-time onsite.

Attributes:

• Passionate about employee experience; shows urgency for helping unblock employees and keep them efficient
• Excellent communicator; can translate complex technical issues into simplistic terms
• Highly curious; passionate about understanding how things work and why
• Employee-centric; consistently aware of how IT services impact all employee personas and build solutions with clear value
• Ability to prioritize multiple requests while meeting established service level objectives.
• Identifies recurring issues and opportunities to automate processes, improve documentation, and enhance the employee IT support experience.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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