IT Support Specialist

Job Description

We're looking for an IT Support Specialist to own the Android tablet environment used by clinical teams in the field. This role sits inside a fast-moving AI-native healthcare platform where nurses and therapists depend on properly configured, reliable devices to deliver care directly to patients. When a clinician's device goes down, this role is the first line of defense. Speed, accountability, and clear communication are not optional here.

You will own device configuration, enrollment, provisioning, and Tier 2 support for the full tablet fleet while working cross-functionally with IT, engineering, and operations. This role requires someone with hands-on MDM experience, a strong Android background, and the ability to translate complex technical issues for non-technical clinical staff without losing precision.

If you bring a no-task-too-small ownership mentality, respond fast when it matters, and take pride in keeping a device fleet running reliably at scale, this role is built for you.

Why You'll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Paid Time Off in accordance with company policy
• Observance of Holidays per company guidelines
• 100% remote setup so you can work wherever you're most productive
• Direct ownership over a device platform that supports clinical care delivery at scale
• Close collaboration with IT leadership, engineering, and operations from day one

What You'll Work On

General IT Support

• Serve as the dedicated IT support resource for the HR team and broader internal staff
• Handle help desk requests including account access, software troubleshooting, connectivity issues, and hardware support
• Triage and resolve internal IT tickets promptly, escalating to engineering when issues require deeper technical investigation
• Maintain clear documentation of recurring issues and resolutions to reduce repeat requests
• Onboard new team members from an IT perspective including account setup, device provisioning, and access management

Device Platform Management

• Manage and maintain the Android tablet fleet and mobile device management platform including Samsung Knox or equivalent
• Adjust device configurations as vendor platform capabilities evolve
• Enable new functionality, security settings, and device policies across the full device fleet
• Build and maintain device profiles that support clinical workflows in the field
• Establish and manage an incremental release process for device configuration updates

Device Provisioning and Enrollment

• Manage device acquisition, onboarding, and deployment processes end to end
• Configure and enroll new tablets into device management portals consistently before deployment
• Ensure every device is properly configured before it reaches a clinician
• Track device inventory and lifecycle status across the full fleet

Device Support

• Provide Tier 2 support for device-related issues including complex configuration and connectivity problems
• Troubleshoot and resolve issues quickly with a target resolution time under 30 minutes for critical issues
• Document device management processes and troubleshooting procedures clearly enough for others to follow
• Support the transition of Tier 1 device support responsibilities to other team members as the function scales

Platform Improvements

• Identify opportunities to improve device reliability, performance, and usability across the fleet
• Support rollout of new device capabilities and updates with minimal disruption to clinical teams
• Work cross-functionally with IT, engineering, and operations to ensure the device environment keeps pace with operational and clinical needs

Action Item and Documentation Management

• Track all active tasks, user requests, and engineering dependencies to ensure nothing falls through the cracks
• Maintain and improve runbooks for triaging and troubleshooting as the company grows
• Configure and enforce device policies, profiles, and security settings across the fleet
• Keep documentation current and organized so the support process scales without knowledge bottlenecks

What You Bring

• Hands-on experience managing Android devices in an enterprise or large-scale deployment environment
• Solid general IT support background including help desk, troubleshooting, and user-facing support
• Experience with mobile device management platforms, with Samsung Knox or equivalent strongly preferred
• Strong troubleshooting skills across mobile device systems, configurations, and connectivity
• Comfort navigating production databases using SQL and running scripts via CLI to investigate issues
• Ability to translate complex technical issues clearly for non-technical clinical and operations audiences
• Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion
• Strong written and verbal communication skills across both technical and non-technical audiences
• No-task-too-small ownership mentality: issues resolved fast, loops closed without being asked, urgency is the default
• Highly organized and responsive with the ability to manage multiple open tasks simultaneously

Nice to Have

• Experience supporting field teams or distributed workforces in operational environments
• Background in healthcare, home health, or a regulated industry
• Experience managing device provisioning and full lifecycle operations at scale
• Familiarity with security frameworks or compliance requirements relevant to clinical device environments

How to Apply

Please include:

1. Your updated resume
2. A short Loom video (1 to 2 minutes) walking through a device management environment you have owned, what MDM platform you used, and how you handled a complex device issue or fleet-wide configuration change

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

If you take ownership seriously, move fast when devices are down, and want to build a reliable device platform that directly supports clinical care in the field, this role gives you the scope and the trust to own it end to end.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Background & Reference Check - Professional reference verification
8. Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.