Systems Support Specialist

Job Description

Job Description

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

SmithRx is seeking a highly motivated Systems Support Specialist to provide hands-on, on-site support for the Lehi, UT site. This role is far more than a standard help desk; you will be the primary steward of the technology and systems that empower our team to revolutionize healthcare.

The ideal candidate resides within a commutable distance of our Lehi office and is available to work on-site Monday through Friday. As a Systems Support Specialist, you will serve as a key contributor to day-to-day operations, system health, and strategic technology initiatives while ensuring strict compliance with healthcare security standards (HIPAA).

Success in this role requires strong technical fundamentals, an owner's mindset, and the ability to work independently while collaborating closely with a distributed Security team.

What you will do:

• Advanced Systems Support: Provide Tier 2 technical support for hardware, software, and cloud-based systems, ensuring minimal downtime for our Lehi-based teams. Manages the operational health and security posture of the SmithRx SaaS ecosystem.
• Technical Project Leadership: Contribute, and be able to Lead the end-to-end lifecycle of enterprise-scale technology deployments including the architecture of internal tool ecosystems and the execution of comprehensive security audits of systems. Autonomously manage cross-functional technical projects.
• System Lifecycle Management: Architect and manage user identity and access through the full employee lifecycle—onboarding, role changes, and offboarding—using modern automated workflows.
• Infrastructure Maintenance: Provide hands-on support for macOS/Windows fleets, mobile device management (MDM), endpoint management strategy.
• Incident Resolution: Utilize our ticketing system to track, resolve, and document system issues, performing root-cause analysis to improve long-term stability for four US office locations
• On-Call Rotation: Participate in the on-call rotation to provide critical systems support after hours and on weekends as required.
• Knowledge Management: Create and manage internal documentation, system configurations, and "self-help" guides for the SmithRx Security and User Success team.
• Compliance & Security: Operate with a security-first mindset, ensuring all systems and hardware adhere to HIPAA guidelines and industry best practices.

What you will bring to SmithRx:

• Experience: 3+ years in a fast-paced systems support, technical operations, or a related high-growth technology role.
• Platform Expertise: Strong working knowledge of macOS, Windows, and SaaS administration (identity management, cloud productivity, and collaboration tools).
• Technical Troubleshooting: Ability to diagnose complex issues across hardware, software, and basic networking (VPN, DNS, Wi-Fi).
• Professional Communication: Proven ability to deliver white-glove service and articulate complex data or member scenarios clearly to non-technical partners.
• Operational Agility: Ability to thrive in a fast-paced startup environment where priorities and instructions can shift quickly.
• Organizational Excellence: Meticulous documentation habits and the ability to manage multiple workstreams and competing priorities simultaneously.
• Core Mindset: A proactive self-starter with a positive, growth-oriented mindset and a strong attention to detail.
• Collaboration: A proven ability to work effectively with cross-functional teams and external clients.
• Nice to Have:
  • The Modern Stack: Experience with Okta, Kandji/Jamf, Google Workspace, Slack Enterprise Grid, and Jira/Confluence.
  • Security & Compliance: Previous experience in a HIPAA-regulated or SOC2-compliant environment is preferred but not required.
  • Automation: Basic experience with scripting or automation tools (e.g., n8n, Zapier, or Python) to streamline manual tasks.

What SmithRx Offers You:

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities