IT Support Specialist (Hybrid)

(Focus: Customer Experience & End-User Support)

The Role

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 employees feel supported, heard, and empowered to do their best work.

If you are a problem-solver who takes pride in turning a frustrated user into a happy one, we want to hear from you.

● Be the frontline representative of the IT team and employee experience
● Deliver high-touch, white-glove support to internal users
● Make a direct impact by helping employees do their best work

● First Line of Defense: Serve as the primary point of contact for incoming IT queries, prioritizing a high-touch, “white-glove” customer service experience.

● Translate “Tech” to “Human”: Troubleshoot hardware and software issues while explaining solutions to non-technical colleagues in clear, jargon-free language.

● Onboarding Experience: Create a welcoming Day 1 experience for new hires by ensuring workstations, accounts, and software are fully set up before arrival.

● 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 computer system and software issues promptly while complying with established service standards.

● Knowledge Sharing: Document troubleshooting steps and resolutions to build a helpful knowledge base for both the IT team and end-users.

● Collaborate & Secure: Partner with the broader IT team to implement infrastructure improvements and ensure users follow security protocols without impacting productivity.

● Customer Obsession: Exceptional interpersonal skills with the ability to remain calm under pressure and de-escalate stressed users.

● Communication: Strong written and verbal communication skills with comfort teaching others 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: Natural curiosity to understand how systems work and how to fix them when they break.

● Productivity & Collaboration: Google Workspace, Slack, Zoom, Notion
● Identity Management: JumpCloud
● Specific Software: Experience supporting Athena
● Hardware Environment: Comfort supporting both PC (Windows) and Mac (macOS) hardware
● Frameworks: Familiarity with ITIL framework or similar ticketing workflows
● Education: Bachelor’s degree in a related field or equivalent combination of education and experience

This is a hybrid role.

• One day per week onsite in San Francisco is required

• One day per week onsite in Palo Alto is required

• Remaining workdays may be remote

● Hybrid work environment with a mix of onsite collaboration and remote flexibility
● Competitive compensation
● Benefits including medical, dental, vision, and 401(k)
● Opportunity to work closely with cross-functional teams in a growing healthcare technology company