The Role
The role involves providing technical support for hardware and software issues, ensuring effective communication and problem resolution for users. You'll document solutions and refine operational processes, while supporting compliance in a healthcare environment.
Summary Generated by Built In
Getlabs is the leading platform for at-home diagnostics.
Healthcare organizations use Getlabs to send mobile phlebotomists to patients’ homes and collect labs, vitals, and advanced diagnostics. By leveraging Getlabs, partners can improve patient adherence and close gaps in care with same-day, nationwide availability.
Our team has raised $50M from strategic investors including the two largest diagnostic laboratories in the United States, Labcorp and Quest. Getlabs’ mission is to save lives by expanding access to diagnostics for everyone.
About the role:
Are you passionate about helping people solve problems and keeping teams productive? Do you enjoy being the calm, patient voice when technology isn’t cooperating? Are you motivated by resolving issues quickly, communicating clearly, and making sure no one feels stuck or unsupported? If so, we’d love to meet you.
We’re looking for a dedicated Support Specialist to support our field team members and internal users. You’ll be the first line of help when things go wrong and often the reason someone’s day gets back on track. This role is about more than fixing technical issues; it’s about listening with empathy, paying close attention to details, and following through until problems are fully resolved.
You’ll work closely with individuals to troubleshoot hardware, software, and access issues. You will document solutions, and help improve our IT processes over time. This is a great opportunity for someone who takes pride in being reliable, communicative, and deeply helpful and who wants to make a meaningful impact by enabling others to do their best work.
At Getlabs, you will:
- Serve as the frontline support partner for field teams and internal users, providing hands-on assistance for mobile devices, laptops, and third-party software used in daily operations
- Support non-technical users with patience and empathy, translating technical issues into clear, approachable guidance and ensuring users feel heard and supported
- Troubleshoot and resolve device, access, and connectivity issues quickly and thoroughly, especially in time-sensitive field and patient-facing situations
- Act as the first line of diagnosis for first-party software issues; partner closely with Engineering to document and file Engineering tickets for follow-up
- Manage internal device provisioning, inventory, replacements, and off boarding, coordinating closely with our external IT consulting partner as needed
- Help establish and refine technical operation support process, run-book documentation, and best practices as the company scales
- Support a healthcare-compliant environment by following security access control and data-handling guidelines while balancing speed and usability for frontline teams
What we are looking for:
- 2+ years of experience in an Device Support, Help Desk, or Technical Support role, ideally in a startup, healthcare, or field-operations environment
- Hands-on experience supporting laptops, mobile devices, authentication/access systems and common productivity software
- Strong customer-service mindset with empathy and patience and genuine desire to help others
- Proven ability to troubleshoot issues and resolve them efficiently
- Excellent written and verbal communication skills, especially with non-technical users
- Ability to partner effectively with Engineering and external IT vendors to resolve issues
- Awareness of security, access control, and data privacy best practices; experience in HIPAA-regulated or healthcare environments is a plus
- Availability to work between 8am-5pm ET or 5am-2pm PT, with the flexibility for off-hours or weekend as needed.
We have great benefits to make your life easier so you can focus on what you're best at:
- Competitive salary $58K annualy
- Valuable stock option plan
- Medical, dental and vision insurance options (United States Only)
- Flexible and unlimited vacation
- A company with a huge vision, a dynamic work environment, and a team of talented, ambitious and fun to work-with colleagues!
- Must be a resident of the United States and a US citizen
Getlabs is an equal opportunity employer. We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other protected classes.
Top Skills
Authentication/Access Systems
Laptops
Mobile Devices
Productivity Software
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The Company
What We Do
There is an inflection point happening right before our eyes in healthcare. In 2019, only 8% of patients had tried telehealth. Today, the pandemic has brought the future faster than anyone could have ever imagined. Now, a staggering 80% of patients plan to use telehealth. But there is a huge problem - over 70% of medical conditions still require going to a laboratory and virtual care has no way to reach these patients in-person.
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