IT Support Specialist

About Midi Health Midi Health is the largest virtual care clinic for women in midlife navigating perimenopause, menopause, and other hormonal transitions. We combine expert clinicians, evidence-based protocols, and a modern technology platform to deliver care that has historically been underserved by the healthcare system. We're a fast-growing, mission-driven company building the infrastructure and products that define this new category of care. The Role We are looking for a service-oriented IT Support Specialist to join our team. While technical aptitude is important, your ability to communicate with empathy and patience is paramount. You will be the "face" of our IT department, ensuring that our employees feel supported, heard, and empowered to do their best work. If you are a problem-solver who takes pride in turning a frustrated user into a happy one, we want to hear from you. Key Responsibilities Be the First Line of Defense: Serve as the primary point of contact for incoming queries, prioritizing a high-touch, "white-glove" customer service experience. Translate "Tech" to "Human": Troubleshoot hardware and software issues, but more importantly, explain solutions to non-technical colleagues in clear, jargon-free language. Onboarding Experience: Create a welcoming Day 1 experience for new hires by ensuring their workstations, accounts, and software are set up perfectly before they arrive. Lifecycle Management: Manage inventory and procurement for equipment, handling the full lifecycle from purchasing for new hires to offboarding and reclaiming gear from departing users. Problem Solving: Diagnose and resolve issues with computer systems and software promptly while complying with our service standards. Knowledge Sharing: Document troubleshooting steps and resolutions to build a helpful knowledge base for both the IT team and the end-users. Collaborate & Secure: Work with the wider IT team to implement infrastructure improvements and ensure all users are following security protocols without hindering their productivity. Core Qualifications (Must Haves) Customer Obsession: Exceptional interpersonal skills. You must possess the ability to remain calm under pressure and de-escalate stressed users. Communication: Strong written and verbal communication skills are non-negotiable. You should be comfortable teaching people how to use technology. Experience: 2+ years of experience in a customer-facing role (e.g., IT Helpdesk, Client Services, Hospitality, or Customer Success). Autonomy: Ability to work independently in a fast-paced environment while knowing when to escalate complex issues. Problem Solving: A natural curiosity to figure out how things work and how to fix them when they break. Preferred Tech Stack (Nice to Have) We are willing to train the right person, but familiarity with the following tools is a plus: Productivity & Collaboration: Google Workspace, Slack, Zoom, and Notion. Identity Management: JumpCloud. Specific Software: Experience supporting Athena. Hardware Environment: Comfort working with both PC (Windows) and Mac (macOS) hardware. Frameworks: Familiarity with ITIL framework or similar ticketing workflows. Education: Bachelor's degree in a related field OR equivalent combination of education and experience. At Midi Health, we are committed to pay transparency and equity. The estimated salary range for this role is $75,000 - $85,000 per year, based on factors such as experience and skills. In addition to base salary, employees are eligible for a wide range of benefits and equity in the company, We believe in fair and competitive compensation practices that align with our values of equity and inclusion. If you have any questions about how we determine pay, we’re happy to discuss further in the hiring process. At this time, Midi Health is not able to sponsor or take over sponsorship of any employment visa (including H-1B, TN, or other work authorization). Applicants must be authorized to work in the U.S. without current or future visa sponsorship. While you are waiting for us to review your resume, here is some fun content to check out. Midi 2024 in Review Women Leaders Invest in Midi Patient Testimonials #li-ps1 At this time, Midi is unable to provide visa sponsorship. All Candidates must be authorized to work in the United States without current or future sponsorship needs. Please note that all official communication from Midi Health will come from an @joinmidi.com email address. We will never ask for payment of any kind during the application or hiring process. If you receive any suspicious communication claiming to be from Midi Health, please report it immediately by emailing us at View email address on click.appcast.io. Midi Health is an Equal Opportunity Employer. We are committed to pay equity and ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Our compensation philosophy is based on fair, objective criteria and the impact of the role, regardless of an applicant’s salary history. Please find our CCPA Privacy Notice for California Candidates here.