IT Support Specialist

ZERO•Denver, CO

About The Position

About ZERO At ZERO, our mission is to simplify healthcare and eliminate financial barriers, ensuring that everyone has access to high-quality care at no cost. We work with self-funded employers and innovative healthcare providers to match members with the best healthcare options, enabling access to care for $0. Our vision is to create a world where healthcare works for everyone, empowering our clients and their employees to access care while reducing healthcare costs. With offices in downtown Tulsa, OK, downtown Denver, CO, and a growing virtual team around the country, we are solving our country's healthcare cost problems by making healthcare for scheduled care simple, transparent, 100% accessible and affordable. About the Role We are seeking a highly motivated and people-oriented IT Support Specialist to join our growing Technology team. In this role you own the technology experience of every person at ZERO, from the laptop on their desk to the accounts and permissions behind it. This is a broader role than a traditional helpdesk. Alongside day-to-day support you will own identity and access administration, run onboarding and offboarding end to end, and manage the SaaS estate the whole company works in. You will be the person who makes sure a new hire has everything working on day one and that a departing employee's access is genuinely gone. We are a small team and we work in a regulated industry, so process and documentation matter here in a way they do not everywhere. If you are the kind of person who writes the runbook the first time you solve something, you will fit well.

Requirements

Three or more years in IT support, IT operations, or a similar end-user facing technology role.
Excellent communication and interpersonal skills, with a strong customer service focus.
Proven ability to troubleshoot and resolve technical issues on Mac computers.
Hands-on experience with an MDM platform such as Kandji, JAMF, or equivalent.
Identity platform administration experience, particularly Okta or a comparable SSO provider.
Google Workspace administration.
SaaS account and license administration at company scale.
Scripting ability for endpoint automation, such as Bash or Python.
Strong understanding of IT best practices and security principles.
Process-oriented with a keen eye for detail and a commitment to documentation.
Thrive in a small team environment and possess a strong ability to independently manage and prioritize tasks with minimal supervision, while effectively collaborating with colleagues when needed.

Nice To Haves

Experience working in Healthcare or another heavily regulated industry.
SCIM provisioning and HRIS integration experience, particularly Rippling.
Jira and Jira Service Management administration.
Familiarity with access review and certification processes, or with SOC 2 or HITRUST evidence.
Knowledge of networking concepts and protocols for office connectivity troubleshooting.
Relevant certifications such as Apple Certified Support Professional.
Experience with security incident management or incident response.

Responsibilities

Provide timely and effective technical support to employees via chat, ticket, and in-person interactions.
Own ticket resolution, queue triage, backlog, and service level reporting.
Troubleshoot and resolve hardware and software issues on Mac computers.
Manage and deploy devices through our MDM platform, and enforce endpoint security tooling and hardening baselines.
Own onboarding and offboarding execution, including account setup, device configuration, and verified deprovisioning.
Administer Okta, including SSO, federation, and SCIM provisioning, and the Rippling HRIS to identity flow.
Administer Google Workspace, Slack, and SaaS accounts, access, and licensing across the company.
Handle access request fulfillment and approval routing, and supply the data for periodic access reviews.
Maintain hardware, software, and SaaS asset inventory through the full lifecycle.
Administer Jira and Jira Service Management, including workflows and automation, and the security awareness training platform.
Support office and on-site equipment: wireless, printers, and peripherals.
Develop and maintain comprehensive documentation for IT processes and procedures.
Collaborate with the team to improve the employee technology experience and optimize workflows.