IT Help Desk Support Specialist Level 1

myPlace Health • Los Angeles, CA

78d • $28 - $36

About The Position

We are seeking a motivated IT Support Specialist (Level 1) to join our growing technology team. In this role, you’ll be the first point of contact for employees who need technical support—troubleshooting hardware, software, and network issues with patience and precision. You'll play a key part in creating a smooth and responsive IT experience by resolving end-user issues, escalating more complex problems to senior engineers or subject matter experts, and ensuring timely follow-up and clear documentation. This is an excellent opportunity for someone eager to grow their skills in IT support while making a meaningful impact in a mission-driven healthcare startup. You’ll gain exposure to a broad range of tools, systems, and teams while helping keep our day-to-day operations running smoothly.

Requirements

• 1–2 years in a help desk or technical support role, providing real-world solutions to end-users.
• Familiarity with Windows OS, Office 365, Teams, and SharePoint, with the confidence to troubleshoot and guide users through these tools.
• A working understanding of Microsoft 365 Admin Center, Intune Admin Center, user/group permissions, and identity access management.
• Experience fixing issues with Windows and Mac OS laptops, desktops, network printers, peripherals, and mobile devices like iPhones and iPads.
• Strong communication and problem-solving skills with the ability to explain technical concepts clearly and patiently to non-technical users.
• Comfort prioritizing multiple requests and staying focused in a fast-paced, constantly evolving environment.
• Exposure to platforms like Freshservice, ServiceNow, or similar is a strong plus.

Nice To Haves

• Prior experience in a healthcare or compliance-focused workplace is a bonus.

Responsibilities

• Act as the first point of contact for employees experiencing IT issues involving hardware, software, or network connectivity.
• Assist users in-person, via email, chat, or remote tools—delivering helpful, responsive service wherever support is needed.
• Troubleshoot problems related to Windows OS, Microsoft 365, Teams, and other business-critical applications.
• Document all support interactions clearly in the ticketing system, including issue details, actions taken, and resolution steps.
• Identify problems that require higher-level support and escalate them to senior engineers with detailed, accurate documentation.
• Set up and manage user accounts, email access, and system permissions during onboarding and offboarding processes.
• Assist with the setup and installation of desktops, laptops, and mobile devices, ensuring smooth tech experiences for new and existing users.
• Prioritize incoming support tickets based on urgency and impact, keeping workflows organized and users supported.
• Partner with network, security, and application teams to resolve issues that go beyond first-level support.
• Ensure each issue is fully resolved by checking in with users and closing the loop with clear communication.
• Conduct routine tasks such as system updates, patches, and basic configuration checks to minimize future disruptions.
• Maintain up-to-date records of common issues and solutions to support consistency, speed, and continuous learning across the team.
• Support the IT team with additional responsibilities as assigned to ensure operational excellence and team success.

Benefits

• Competitive Pay & Total Rewards
• Performance-Based Incentives
• Ongoing Growth & Feedback
• 401(k) plan with an employer match
• Health Coverage with up to 80% of premiums covered for employees and 75% for dependents
• Dental and vision insurance, FSA/HSA options, short- and long-term disability, basic life insurance, and additional benefits
• 20 days of PTO to start, 12 paid holidays, and 2 floating holidays each year
• Generous CME/CEU budget, dedicated time off for learning, and ongoing growth opportunities
• Paid parental leave and a child care stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 51-100 employees