IT Support Specialist

Asher Health•Plano, TX

3d•Remote

About The Position

Asher Health is building the platform that empowers frontline wellness businesses to deliver personalized, human care at scale. We partner with wellness businesses to help them offer high-quality medical weight loss and health optimization services through technology, education, clinical infrastructure, and operational support. Our mission is to bridge the gap between medical and wellness through responsible growth, operational excellence, and a better patient and partner experience. We are looking for people who want to help build something high-accountability, fast-moving, and deeply impactful. The IT Tech Support Specialist owns frontline IT support, access management, and systems hygiene, ensuring that day-to-day technical issues are resolved quickly, documented correctly, and escalated cleanly — without pulling senior technical resources into routine work. This role exists to keep Asher Med's systems usable, secure, and reliable; ensure teammates receive fast, consistent IT support; reduce operational drag caused by unresolved or poorly triaged tech issues; create clean inputs (tickets, documentation, logs) for higher-level technical work; and maintain audit-ready records for access and systems activity. If this role is working well, the IT Lead should spend less time reacting and more time on architecture, improvements, and complex issues.

Requirements

1 to 3+ years in IT support, helpdesk, or technical operations
Experience with user access management and troubleshooting SaaS tools
Comfortable managing multiple systems and user requests simultaneously
Able to follow SOPs precisely and identify when they need updating
Clear written communication for tickets, documentation, and user support
Comfortable escalating issues with complete, structured context

Nice To Haves

Experience working in a ticketed or SLA-driven environment preferred
1 - 3 years in IT Support
Experience in Loveable, Zendesk, Jira
Strong attention to detail
Exposure to compliance and regulatory considerations in healthcare

Responsibilities

Own day-to-day user access requests and lifecycle changes across all systems, maintaining clean and audit-ready records at all times.
Manage user access requests across systems including application access, Slack workspace and channel invites, and software seat assignments.
Process onboarding, role changes, and offboarding access updates accurately and promptly.
Maintain up-to-date access records aligned with internal controls.
Flag access inconsistencies or security risks proactively.
Serve as the first line of defense for all IT support requests, resolving Tier 1 issues independently and acting as a buffer so only validated issues reach the IT Lead.
Own first response for all inbound IT support requests and meet the 2-hour acknowledgment SLA consistently.
Resolve Tier 1 issues independently, including password resets, login and permission errors, software installs, and basic configuration.
Maintain a 24-hour maximum resolution time for Tier 1 issues.
Communicate clearly with requesters on status, resolution, or escalation path.
Gather complete and structured information for technical issues before escalation, ensuring developers receive clean, actionable bug reports.
Gather complete and accurate information for technical issues, including steps to reproduce, screenshots or screen recordings, and affected systems, users, and timing.
Create clean, structured bug reports suitable for developer review.
Ensure tickets include all required technical context before escalation.
Follow up on open issues to ensure resolution or next steps are clear.
Convert technical fixes and workflows into clear, maintainable documentation that keeps the team self-sufficient and audit-ready.
Convert technical fixes and workflows into clear internal SOPs.
Maintain and update the IT knowledge base regularly, ensuring documentation is easy to follow, accurate, and up to date.
Maintain centralized IT inventory and access logs.
Update audit-related documentation weekly to ensure readiness for compliance reviews.
Perform proactive daily checks on core systems and integration logs to catch issues before they impact operations.
Monitor automation and integration logs for common execution issues, including expired API keys, authentication failures, and data formatting errors.
Resolve simple issues independently or escalate with full context.
Perform daily checks on core operational systems to identify errors, downtime, or performance issues.
Proactively flag risks before they disrupt teams.