IT Support Engineer

OUR MISSION

Imagine building a better healthcare journey for cancer patients, where individuals and their loved ones feel seen, supported, and heard by their care team – both in and out of the clinic. Where fast access to high-quality care is the norm, not the exception. Where patients have access to a care navigator to guide them through their diagnosis and trusted support all along the way.

At Thyme Care, we share a passion for transforming the cancer care experience – not just for patients but also for their caregivers and loved ones, as well as those delivering and paying for their care. Today, Thyme Care is known predominantly as a cancer care navigation company enabling value-based cancer care; in the next few years, we will become a nationally recognized technology-driven and provider-centric care delivery model, reshaping the landscape of cancer care access, delivery, and experience. Our commitment runs deep—we're not satisfied with the status quo but determined to redefine it.

To make this happen, we’re building a diverse team of problem solvers and critical thinkers to drive innovation and shape the future of healthcare. If you share our vision and want to be part of something truly meaningful, we want to hear from you. Together, we can revolutionize cancer care and make a difference that lasts a lifetime.

WHAT YOU’LL DO

In the capacity of an IT Support Engineer at Thyme Care, you will be accountable for providing exceptional IT assistance to all members of our expanding team. While the fundamental objective of this position is to consistently deliver prompt and cordial support to our Care team, you will also be entrusted with the responsibility of supporting a diverse group of remote users located across the United States. In this role, you will serve as a primary point of contact for all internal end users and will be the embodiment of the "Support Thyme" helpdesk.

You will become a member of a Nashville-based team that is committed to delivering daily support for a hybrid work environment. The Thyme Care IT team reports directly to our IT Lead and is responsible for carrying out internal technical support tasks, ranging from network services and security to audiovisual rooms and break-fix solutions. The goal of Thyme Care IT is to mitigate technical challenges by implementing and deploying appropriate tools that creatively empower users to perform at their highest potential, thereby enabling them to serve our community of members effectively. At Thyme Care, a variety of services, software, and hardware solutions are necessary to connect the organization with our members, necessitating a diverse and progressive IT team.

• Within your first sixty days on the job, we’ll expect you to:
• Understand our organization and build relationships with team members (with emphasis on the Care Team) 
• Partner with our People Operations Manager & IT Engineer to become a key resource that helps drive new hire orientation and onboard new employees
• Be the first point of contact for all helpdesk tickets 
• Build our internal support operations using documentation in a creative and conscious way. Maintain effective life cycle and asset management practices 
• By the end of your fourth month, you will:
• Have built a comprehensive knowledge of Thyme Care’s ticketing system with firm expectation around first response and time to resolution that scales as our team scales
• Lead our new hire onboarding efforts, with support from the IT Engineer to ensure that new hires are ready to go 100% of the time
• Facilitate assigned scope and task within technical projects that will enable our teams efficiency  
• Become our go-to onsite support for all technical team needs: whether configuring and troubleshooting large and small conferencing rooms or providing white glove executive support for A/V meetings. You own our conference room tech: TV’s, Zoom rooms
• Support all softphone/telephony systems, work within Thyme Cares mobile device management tools and as needed facilitate light networking troubleshooting

WHAT LEADS TO SUCCESS

• People-first. Thyme Care’s mission and members matter to you, deeply. 
• Experience. You have at least 1-2 years of experience in IT support and are well versed in (macOS, Windows) SaaS and light IT administration (Google Workspace, Mosyle, 1Password, Zoom). You must know how to deploy, configure, and maintain Chromebook & MacOS systems.
• Customer Delight. You thrive in a customer-facing role supporting a vast array of users: from tech savvy engineers to first time tech users. You’re comfortable supporting team members in person or remotely. No matter what the situation or pressure, you always maintain your composure with a warm smile and friendly invitation to return.
• Effective collaboration. You build collaborative and productive working relationships that allow you to do your job well, regardless the level, location, or situation of your team member. These relationships drive business outcomes and allow us to serve our members even better.
• Growth mindset. You constantly strive to implement best practices and find new ways to bring more to the table and do your job well.
• Move with Purpose. You’re a self-starter and don’t need anyone to tell you when to do something. You’re always solving problems and going the extra mile for others.

OUR VALUES

At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

We are committed to promoting the health and well-being of all individuals. As a provider of cancer care navigation, we recognize that those with cancer constitute a vulnerable population at risk of contracting COVID-19.  As such, Thyme Care employees are expected to be fully vaccinated against COVID-19 as defined by the Centers for Disease Control and Prevention, subject to conflicting laws and exemptions based on medical or religious objections.

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, geography, and balancing internal equity relative to other Thyme Care employees. In accordance with New York City law, the base salary for this role if filled within New York City, is $75,000-$85,000. The salary range could be lower or higher than this if the role is hired in another location or at another level. We also believe that your personal needs and preferences should be considered so we allow some choice between equity and cash.

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer.

Be cautious of recruitment fraud, and always confirm that communications are coming from an official Thyme Care email.