IT Support Specialist

The IT Support Specialist is the day-to-day face of technology at Early Medical, ensuring that clinicians, operators, and product teammates have the tools, devices, and access they need to advance our mission of pioneering Medicine 3.0 and extending healthspan. This role owns first-line technical support across our hybrid team, resolving issues quickly, professionally, and with a customer-first mindset.

In addition to managing the help desk queue, this role leads the IT side of new-hire onboarding, configures and maintains laptops and peripherals, and administers core SaaS platforms used across the organization. The Specialist serves as a trusted escalation point for end users and a dependable partner to vendors, ensuring tickets move forward and standards are upheld.

This role also supports broader infrastructure and compliance initiatives led by IT leadership, helping uphold HIPAA-aligned operational practices, maintaining accurate documentation and asset records, and identifying recurring issues that can be solved upstream. The Specialist works closely with the Director of IT & Security and partners across clinical, product, and operations teams to keep Early Medical's technology environment secure, reliable, and easy to use.

This position requires strong troubleshooting fundamentals, exceptional communication and follow-through, and the ability to translate technical concepts for non-technical teammates. The ideal candidate is highly organized, eager to grow in a healthcare-regulated environment, and energized by helping people get unblocked.

Help Desk & End User Support

• →Serve as the first point of contact for IT support, troubleshooting hardware, software, and networking issues in a macOS environment.
• →Manage and track help desk tickets from intake to resolution, escalating to IT leadership when needed to meet SLAs.
• →Provide responsive, empathetic support to clinical and operations teammates over Slack, email, video, and in person, as needed.
• →Communicate clearly with end users, providing timely status updates and clean handoffs throughout each ticket's lifecycle.
• →Improve and iterate on internal tooling documentation

Onboarding, Offboarding & Identity Management

• →Own the IT side of new-hire onboarding: provisioning laptops, configuring accounts, installing software, and delivering a smooth Day 1 experience.
• →Create, modify, and offboard user accounts and group memberships in Okta with appropriate approvals.
• →Maintain access reviews and ensure least-privilege standards are followed for SaaS and infrastructure tools.
• →Support training of new hires on core tools including the EHR, Monday, Notion, BambooHR, Zoom, and Google Workspace.

Device & Endpoint Management

• →Configure, deploy, and maintain laptops, peripherals, and conferencing equipment for hybrid and remote teammates.
• →Perform routine system maintenance, patching, and updates to keep endpoints secure, healthy, and HIPAA-aligned.
• →Maintain accurate hardware inventory and lifecycle tracking, including imaging, repair, and retirement.
• →Support endpoint management tooling (e.g. Kandji) under direction of IT leadership.

Vendor Coordination & Compliance Support

• →Open, track, and follow through on tickets with hardware, software, and SaaS vendors.
• →Gather technical and compliance documentation from vendors as needed for security reviews and audits.
• →Support compliance initiatives by upholding day-to-day operational standards for HIPAA and data privacy.
• →Assist with evidence collection and documentation for internal and external audits.

Documentation & Continuous Improvement

• →Maintain clear, current IT documentation including runbooks, knowledge base articles, and system logs.
• →Identify recurring issues and recommend automation, training, or process changes to reduce ticket volume.
• →Stay current on endpoint, SaaS, and security tooling relevant to a healthcare environment.
• →Partner with IT leadership on small projects that improve reliability, security, and end-user experience.

(Time spent in each area of responsibility may vary depending on priorities, special projects, and needs of the organization.)

Required Experience & Skills

• 2+ years in IT help desk, technical support, or related operational roles.
• Strong troubleshooting skills across hardware, software, and networking fundamentals.
• Hands-on experience supporting macOS environments.
• Familiarity with IT ticketing systems and standard support workflows.
• Comfort administering or supporting tools like Google Workspace, M365, Okta, Zoom, and modern SaaS collaboration platforms (Monday, Notion, Slack, BambooHR, or similar).
• Excellent written and verbal communication skills, with a genuine customer-first mindset.
• Strong organization, follow-through, and ability to juggle competing priorities in a fast-paced environment.

Preferred but Not Required

• 3–5 years of professional IT support experience.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Prior experience in healthcare or another regulated industry (HIPAA, HITRUST, SOC 2, etc.).
• Exposure to EHR systems or clinical workflows.
• Familiarity with endpoint management platforms (Jamf, Intune, Kandji) and basic scripting.
• Experience supporting hybrid or distributed teams.

• →100% employer-paid medical, vision, and dental insurance (multiple plans available).
• →100% employer-paid life insurance, short-term, and long-term disability insurance.
• →Employer-sponsored HSA contributions for HDHP medical plans
• →Additional HSA and FSA spending account plans for employees
• →401(k) with a 5% company match.
• →Generous PTO and holiday schedule.
• →Company-issued technology and work-from-home stipend.
• →The opportunity to work at the forefront of health and longevity science with a team of world-class professionals dedicated to precision, mastery, and excellence.