TimelyCare is a clinically accountable virtual care provider built specifically for education. They are seeking an IT Support Specialist I to provide technical support to end users, troubleshoot IT issues, and assist with software installations and training materials.
Responsibilities
- Serve as the first point of contact for all IT service desk requests via JSM, email, Slack, and phone
- Triage, classify, and prioritize incoming tickets to meet established SLAs
- Troubleshoot and resolve hardware, software, networking, and system issues across macOS and Windows environments
- Assist with employee onboarding and offboarding IT tasks as needed
- Assist with basic Jamf and Intune administration including device enrollment, policy verification, and compliance checks
- Support identity and access management tasks in Okta such as MFA resets, group assignments, and application provisioning
- Maintain accurate asset management records for all endpoint devices
- Document solutions, update knowledge base articles, and contribute to internal support documentation
- Escalate unresolved issues with clear documentation of troubleshooting steps taken
- Monitor and maintain computer systems, peripherals, and conference room technology
- Support department goals, objectives, and projects as assigned
Skills
- High school diploma required; associate degree or relevant certifications preferred
- 1+ years of experience in an IT helpdesk or desktop support role
- Experience supporting a remote or hybrid workforce, including remote troubleshooting and virtual support delivery
- Experience troubleshooting hardware, software, and connectivity issues across macOS and Windows
- Familiarity with identity and access management platforms (Okta preferred)
- Familiarity with endpoint management tools such as Jamf or Intune
- Experience with ITSM ticketing systems (Jira Service Management preferred)
- Strong customer service orientation with clear, professional communication skills
- Ability to prioritize and manage multiple requests in a fast-paced environment
- Associate degree or relevant certifications
- Familiarity with identity and access management platforms (Okta preferred)
- Familiarity with endpoint management tools such as Jamf or Intune
- Experience with ITSM ticketing systems (Jira Service Management preferred)
- CompTIA A+ or ITIL Foundation certification preferred
Benefits
- Paid Company Holidays + No work on your birthday!
- Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community
- Variable bonus eligibility on a quarterly basis
- Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance
- Company-paid group Life Insurance + Company-paid Short Term Disability
- Concierge benefit support services
- 401(k) with employer match
- Free access to TimelyCare virtual medical and mental health support
- Mission-Driven Purpose with a Supportive Team Culture
Company Overview
TimelyCare is higher education's most trusted virtual health and well-being provider. It was founded in 2017, and is headquartered in Fort Worth, Texas, USA, with a workforce of 201-500 employees. Its website is https://timelycare.com.