We’re searching for an entry-level IT Support Specialist who thrives in a high growth, team-oriented environment and who is passionate about contributing to our patient-centered mission. Ours is a dynamic, fast-paced, rapidly changing environment and the ideal candidate will be able to multitask several projects at once, swiftly adapt to changing priorities and be eager to take on new challenges. 

This person will serve in a support role for all IT needs for all Iora Health medical practices and our headquarters in Boston.  As a member of the Iora Health Tech Team, the IT Support Specialist will work closely with the other members of IT and a cross functional support team to provide superb customer service to our staff, patients, and constantly evolving health care practices.

Expectations

• You will be the first point of contact for technical issues and will document and triage support requests as necessary using ticketing and problem tracking software.
• You will inventory, prep and deliver equipment for new users.
• Maintain Mac laptop and desktop computers, including installing and upgrading the operating system, installing and configuring applications and implementing security best practices, including securing all computers with disk encryption.
• Be able to troubleshoot common networking connectivity issues.
• You’re a service-oriented person who loves helping people and is great at establishing a rapport with others.
• You can communicate effectively in written and spoken English, with both technical and not-so-technical people. 
• You’re proficient at documenting problems, procedures, and technical how-to docs  and creating and publishing knowledge base articles and procedures in our support portal.
• Work with a geographically distributed team and able to travel to remote locations for scheduled project work. We currently have practices in Massachusetts, New Hampshire, Connecticut, North Carolina, New York, Georgia, Arizona, Colorado, Texas and Washington.
• Support local and remote employees and respond to all incidents in a timely, courteous, and efficient manner. 
• Ensuring compliance with security, system configuration standards and HIPAA.
• Able to work independently, thoughtfully and have an attention to detail.
• You’re fun to hang out with and collaborate well with others. You’re self-directed, confident, and able to work in a fast-paced startup environment. You stay on an even keel during severe course corrections while maintaining a sense of humor.

Experience

• Experience in a customer service/technical support environment with a desire to help people get the most out of technological tools provided.
• At least one year working in an IT support capacity - Mac experience preferred.

Skills

• Excellent verbal and written communication skills with experience interacting directly with clients in a tactful manner. Excellent organizational skills and attention to detail.
• Proficiency in troubleshooting Mac computer hardware and software
• Have an understanding of core network concepts.
• Demonstrated ability to troubleshoot and resolve a wide range of hardware & software issues.
• Excellent problem solving, critical thinking, organization and communication skills.
• Flexibility and willingness to work off-hours as needed.
• Knowledge of and/or willingness to learn the following: Apple DEP deployment, supporting and troubleshooting Apple hardware, mobile devices, antivirus management tools, computer management tools, network hardware and cabling, WiFi configurations.

Bonus points for:

• Familiarity and experience with any of the following: JAMF Casper, Google Apps, Box, Meraki, Okta, Cloud Services, Mobile Device Management (MDM), Hosted VOIP, Video Conferencing, Atlassian Confluence, Microsoft Office Suite and ServiceNow.
• Exposure to the Healthcare industry.

Education

• Two or four year degree in a related field or equivalent work experience preferred.

About Iora Health

Iora Health is transforming health care, starting with primary care. We created a high-impact relationship based care model, that particularly benefits adults on Medicare and those who might need more attention. Our care model changes everything - the team, outcome-focused payment, customer service, and the technology that supports our care.

We know that when you invest in relationships with people, you can help them live happier and healthier. Our patients get a team that respects and listens to them. We get paid to keep our patients healthier, and it works - we are successfully improving the lives of our patients while lowering costs.