IT Support Specialist
Description
SUMMARY
At ZoomCare we are working hard to make healthcare easy. Our mission is to deliver innovative, high-quality, convenient healthcare when patients need it. We offer same-day, no-wait visits in urgent care, primary care, and specialty care and we’re expanding from our roots in the Pacific Northwest to new markets. We hope you will apply to become part of our dedicated, fast-moving team of superstars!
ZoomCare is seeking an IT Support Specialist to join our team!
The IT Support Specialist I is responsible for providing technical assistance and support for all ZoomCare employees. The Support Specialist will coordinate IT support across on-site and remote teams, vendors, and contractors, triaging and resolving help desk issues promptly. From assisting with hardware and software implementation to maintaining inventory and enforcing security policies, the specialists will work to optimize IT functionality and enhance user experience within a diverse technology environment encompassing MacOS and Windows systems.
SCHEDULE AND TRAINING
- Monday – Friday | 8:00am – 5:00pm
- Remote with some on-site as needed
- Depending on the position and associated requirements, there may be additional mandatory training requirements that are outside of your scheduled shift.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Represent the ZoomCare values: Awesome, Creative, Respectful, Team Players, and Get it Done.
- Front-Line Support: Provide technical assistance through tickets (Jira), phone, chat (Slack), and in-person visits.
- Ticket Triage: Manage the help desk queue by triaging incoming tickets, resolving “Quick Fix” issues, and escalating complex problems to Tier 2 or Tier 3 teams.
- Device Development: Assist with the basic setup, imaging, and deployment of macOS, iOS, and Windows device for new hires.
- Account Management: Perform basic user administration tasks, such as password resets and software access requests within Google Workspace and other internal systems
- Hardware Maintenance: Maintain the IT stockroom, ensuring inventory is organized, documented, and ready for development.
- On-Call Rotation: Participate in a scheduled on-call rotation to provide emergency support during non-business hours.
- Documentation: Contribute to internal knowledge base articles to help employees solve common technical issues independently.
- Other duties as assigned.
QUALIFICATIONS
- Education: High School diploma or equivalent required. Relevant vocational training or an associate’s degree in a technical field is a plus.
- Experience: 1+ years of experience in a customer service or technical support tole (internship and lab experience included).
- Technical Knowledge: Familiarity with macOS and Windows operating systems.
- Basic understanding of mobile operating systems (iOS and Android).
- Exposure to cloud-based tools like Google Workspace (Gmail, Drive, Docs).
- Basic knowledge of hardware components (laptop, printers, peripherals)
- Soft Skills:
- Strong customer service with a “help-first” attitude.
- Clear verbal and written communication skills.
- Ability to follow step-by-step technical instructions and documentation.
- Certifications (Preferred): CompTIA A+, Google IT Support Professional Certificate, or similar entry-level certifications.
COMPENSATION PACKAGE
- Medical, Dental, Vision benefits
- 401K with employer match
- Paid Time Off, Paid Holidays, Paid Parental Leave, Sabbatical Program
- Salary Range: $65,000 - $72,000 annually
- Other Compensation: May be eligible for other compensation such as bonuses
WORKING CONDITIONS
- Prolonged periods of sitting and/or standing at a desk and working on a computer.
- Exposure to sensitive and confidential information.
- Occasional travel may be required for training or meetings.
- Must reside in the Portland or Seattle area and be able to travel to local clinics as needed for hardware swaps or on-site fixes.
- The role may require after-hours support or on-call duties during critical system events or upgrades.
- Occasional reaching and lifting of small objects and operating office equipment.
- Ability to adjust focus between close and distance vision.
- Exposure to sensitive and confidential information.
- Ability to lift 50+ pounds.
- Must reside in the Portland or Seattle area and be able to travel to clinics as needed.
- Must wear a mask when needed
ZoomCare is committed to the safety and wellbeing of our employees and patients. Therefore, we require that patient-facing employees receive all required vaccinations, including, but not limited to, Hepatitis B., MMR, PPD, Varicella (Chickenpox), TD/TDAP, and all employees to receive COVID-19 as a condition of employment. Medical and religious exemptions or reasonable accommodations may apply.