Remote It Support Specialist

Have you ever felt let down by our healthcare system? (An understatement?) Us too. At Robin, we're on a mission to remove barriers to health, and we can't do it alone. Using a combination of cutting-edge technology and trained healthcare staff, we're taking care of medicine's backend burden so doctors can spend more time checking on their patients and less time checking boxes. We're building the way to better health and are looking for brilliant minds to join us.

Purpose:

The IT support specialist is responsible for providing hardware and software support for both Windows and Mac systems to include troubleshooting, installations, configurations, security settings, and general maintenance. You will interact directly with employees when troubleshooting and configurations are needed. You will interact directly with hardware and software vendors. This position may require some travel to the Austin Tx area and may require some weekend work when needed.

Responsibilities:

Responsibilities for this role may include, but are not limited to the following:

• Remote Management and Monitoring System Management and Ownership
• Managing Google Suite Users/Groups/Shared Drives/Corporate Settings
• Creating new content and updating IT Self Service Portal
• Managing and updating the password vault
• Help build & maintain a consistent, scalable, supportable, and highly secure computer resources/platform for end users
• Assist in managing/expanding on security, identifying risks, HIPAA compliance, and SOC2 compliance within the scope of IT
• Create, update, and deploy IT automation scripts for process automation including patch management, software installation/updates, antivirus updates, security policy deployment/updates, new computer deployments, and anything else that can be automated to remove any manual intervention
• Support in creation of security documentation
• Supporting end-user remote connections into client environments, diagnosing the issue and if needed, reach out to the client to resolve the challenge
• Managing the lifecycle of user's hardware & software and maintaining inventory
• Managing JumpCloud Identity and Access Management/SSO system
• Resolve Tier 1 & 2 IT support requests in a timely manner
• Executing best-in-class security practices

KEY METRICS EVALUATING PERFORMANCE:

• Timeliness of support request responses and project completion
• Ability to accurately respond to support requests
• Maintaining Asset Management Compliance for SOC2
• Ability to cross train and acquire knowledge across the IT team's support responsibilities
• Accuracy in IT Asset Security and Management Tools and Inventory

REQUIRED QUALIFICATIONS:

• Strong Scripting (PowerShell, VB script, AutoIT, PERL, Bash, Apps Scripts, etc.)
• Exercise patience and professionalism during stressful situations
• Ability to effectively research and develop solutions to challenges that arise
• Strong problem solving/analytical/critical thinking skills
• CompTIA A+, N+, and Security+ certification/level of knowledge
• 3+ years of PC technical support, cloud systems administration, networking, and Windows 10 desktop & Mac OS X operating systems in a professional environment
• Flexible work availability, for occasional nights and weekends as required
• Ability to multi-task and work in a fast-paced environment
• Coordinate well with team members through chat, project management tooling and in person
• Experience with 2nd level support.
• Ability to work independently, with a team, with the User base, and customers in a professional manner
• Ability to develop good rapport and build strong relationships with user base and teammates
• Self-starter with excellent organizational, administrative and interpersonal skills

ADA PHYSICAL REQUIREMENTS:

• Ability to maintain attention and concentration for extended periods of time
• Ability to use hands and fingers for complex tasks, such as typing and use of mouse
• Ability to work from home with limited communication with the team.
• Ability to effectively see and read font size 6 and above with or without corrective vision.
• Ability to use hands and type for shift duration for up to 10 hours of time excluding meal and rest periods.
• Ability to sit for extended periods of time and view a computer monitor (with or without blue-light filters) for shift duration, for up to 10 hours of time during a work day excluding meal and rest periods.
• Ability to clearly hear information communicated in audio format.

Equal Opportunity Employer: Successful applicants must be eligible to work in the US (visa sponsorship is not provided at this time) and must be able to pass a pre-employment background test. Robin Healthcare is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

To request reasonable accommodation or if you need assistance to complete the job application, contact [email protected]