IT Support Specialist I

Description

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

The IT Support Specialist I serves as the first point of contact for end-user technical support across Gifthealth’s user environment, including workstations, applications, access, connectivity, peripherals, and standard business systems. Reporting to the IT Support Site Lead, this role responds to support requests, resolves common technical issues, documents work accurately, and escalates more complex issues to IT Support Specialist II, the IT Support Site Lead, or other IT teams when appropriate. This position focuses on rapid issue resolution, effective ticket handling, clear communication, and delivering a consistent, high-quality support experience that helps maintain user productivity. 

• Responds to incoming IT support requests through the ticketing system, chat, and in-person interactions; triages, categorizes, prioritizes, and routes requests appropriately.
• Troubleshoots and resolves common issues involving workstations, applications, access, connectivity, user devices, peripherals, and standard business systems.
• Assists with password resets, access issues, basic identity-related tasks, onboarding, offboarding, endpoint setup, hardware support, and workstation moves/adds/changes.
• Resolves common support requests at first contact whenever possible and escalates more complex issues with clear documentation, troubleshooting history, and user impact.
• Works toward established response-time, resolution, documentation, and first-contact resolution expectations aligned with IT Support service standards. 
• Documents all support interactions, troubleshooting steps, resolutions, and escalations in the IT service management system.
• Contributes to knowledge base articles, standard procedures, and repeatable troubleshooting documentation.
• Communicates clearly and professionally with technical and non-technical users, sets appropriate expectations, provides timely updates, and maintains a high level of customer service.

• Education: High school diploma or equivalent. (Required)
• Licensure/Certification: Entry-level IT certification, such as CompTIA A+, or equivalent experience. (Preferred)
• Experience:
• 0 - 2 years of experience in an IT support, help desk, or customer service role. (Required)
• Experience working in a ticketing or IT service management system. (Preferred)
• Exposure to identity, endpoint, or productivity platforms in a business environment. (Preferred)
• Knowledge, Skills, & Abilities:
• Basic understanding of desktop operating systems, common business applications, endpoint devices, peripherals, and standard business systems. (Required)
• Basic understanding of networking concepts, including DNS, DHCP, and Wi-Fi connectivity. (Required)
• Foundational troubleshooting skills with the ability to follow structured processes, manage multiple tasks, prioritize effectively, and escalate appropriately. (Required)
• Strong verbal and written communication skills, attention to detail, professionalism under pressure, and a customer-service oriented mindset. (Required)
• Ability to work independently while following team processes and escalation paths, and to collaborate effectively as part of a team. (Required)
• Understanding of data privacy and security best practices, including appropriate handling of sensitive or regulated information, such as PHI/HIPAA environments. (Required)
• Familiarity with tools such as Okta, Google Workspace, Slack, endpoint management systems, or IT service management platforms. (Preferred)

Work Environment

• Location: On-site
• Schedule: Standard Gifthealth business hours with participation in an on-call rotation as required; specific schedules may vary based on site and operational needs.

Regular onsite support for end users, devices, workstations, peripherals, and day-to-day technology operations. This role may also interact with IT Support, IT Operations, Engineering, Facilities, and business teams as needed to resolve user and site technology issues.

• Must be able to move throughout the facility to provide onsite technical support.
• Must be able to lift and transport IT equipment up to approximately 50 lbs.
• Must be able to work on a computer for extended periods.
• Must be able to communicate effectively with users in person, over the phone, and via written communication.

Status: Full-time
FLSA: Exempt

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.