IT Support Specialist
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Job Description
IT Support Specialist managing Android tablet environments used in a fast-moving AI-native healthcare platform. First line of defense for device configuration and Tier 2 support, ensuring reliability for clinicians.
Responsibilities:
- Serve as the dedicated IT support resource for the HR team and broader internal staff
- Handle help desk requests including account access, software troubleshooting, connectivity issues, and hardware support
- Triage and resolve internal IT tickets promptly, escalating to engineering when issues require deeper technical investigation
- Maintain clear documentation of recurring issues and resolutions to reduce repeat requests
- Onboard new team members from an IT perspective including account setup, device provisioning, and access management
- Manage and maintain the Android tablet fleet and mobile device management platform including Samsung Knox or equivalent
- Adjust device configurations as vendor platform capabilities evolve
- Enable new functionality, security settings, and device policies across the full device fleet
- Build and maintain device profiles that support clinical workflows in the field
- Establish and manage an incremental release process for device configuration updates
- Manage device acquisition, onboarding, and deployment processes end to end
- Configure and enroll new tablets into device management portals consistently before deployment
- Ensure every device is properly configured before it reaches a clinician
- Track device inventory and lifecycle status across the full fleet
- Provide Tier 2 support for device-related issues including complex configuration and connectivity problems
- Troubleshoot and resolve issues quickly with a target resolution time under 30 minutes for critical issues
- Document device management processes and troubleshooting procedures clearly enough for others to follow
- Support the transition of Tier 1 device support responsibilities to other team members as the function scales
- Identify opportunities to improve device reliability, performance, and usability across the fleet
- Support rollout of new device capabilities and updates with minimal disruption to clinical teams
- Work cross-functionally with IT, engineering, and operations to ensure the device environment keeps pace with operational and clinical needs
- Track all active tasks, user requests, and engineering dependencies to ensure nothing falls through the cracks
- Maintain and improve runbooks for triaging and troubleshooting as the company grows
- Configure and enforce device policies, profiles, and security settings across the fleet
- Keep documentation current and organized so the support process scales without knowledge bottlenecks
Requirements:
- Hands-on experience managing Android devices in an enterprise or large-scale deployment environment
- Solid general IT support background including help desk, troubleshooting, and user-facing support
- Experience with mobile device management platforms, with Samsung Knox or equivalent strongly preferred
- Strong troubleshooting skills across mobile device systems, configurations, and connectivity
- Comfort navigating production databases using SQL and running scripts via CLI to investigate issues
- Ability to translate complex technical issues clearly for non-technical clinical and operations audiences
- Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion
- Strong written and verbal communication skills across both technical and non-technical audiences
- No-task-too-small ownership mentality: issues resolved fast, loops closed without being asked, urgency is the default
- Highly organized and responsive with the ability to manage multiple open tasks simultaneously
Benefits:
- Paid Time Off in accordance with company policy
- Observance of Holidays per company guidelines
- 100% remote setup so you can work wherever you're most productive
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