IT Technical Support Specialist

AdvancedMD•South Jordan, UT

3h•Hybrid

About The Position

AdvancedMD is seeking a motivated and customer-focused Technical Support Specialist to join their IT Support team. This role serves as the first line of defense for the internal workforce, diagnosing and resolving hardware and software issues, managing support requests through Jira, and ensuring employee productivity across office and remote locations. The position also involves onboarding and offboarding employees, and maintaining hardware inventory. This is an opportunity to impact daily operations within a growing healthcare technology company.

Requirements

Associate's degree in Information Technology, Computer Science, or a related field — or equivalent hands-on experience
Proficiency with Windows and Mac operating systems
Proficiency with common enterprise applications (Microsoft 365, Teams, Outlook)
Familiarity with Active Directory, Microsoft Intune, and Entra (Azure AD), including user provisioning and device management
Working knowledge of networking fundamentals — ethernet connectivity, VPN, Zscaler, port activation, and basic troubleshooting
Experience with Bitlocker, endpoint security tools, and device configuration
Experience with Jira Service Management or a comparable ticketing system
Ability to manage a high volume of concurrent tickets and prioritize effectively
Strong verbal and written communication skills — able to work calmly and clearly with non-technical users under time pressure
Physically able to perform hands-on hardware tasks including lifting and moving equipment
Experience with incorporating AI into your daily workflow

Nice To Haves

Prior experience in a technical support, help desk, or IT operations role preferred
Comfort working with HR/IT automation platforms such as Aquera or similar SCIM based provisioning tools is a plus
Self-driven — spots and solves issues without being told
Comfortable being approached by frustrated individuals and handling situations with patience
Positive attitude (training, resiliency, appreciate the growth from adversity)
Highly team oriented and focuses on the success of peers as well as self
Coachable and has proven ability to take feedback and implement it
Comfortability with Windows and Mac operating systems
Experience with Active Directory, Intune and Entra
Basic networking knowledge
Troubleshooting hardware and software
Familiarity with ticketing systems (Jira a plus)
Proficiency in Microsoft Office Suite (SharePoint a plus)
Understanding of remote desktop support tools

Responsibilities

Serve as the first point of contact for internal technical support requests via Jira, email, chat, and walk-ups
Diagnose and resolve hardware issues including monitors, docking stations, laptops, headsets, webcams, keyboards, and peripherals — both in-office and shipped to remote employees
Troubleshoot software and application issues across Windows environments (Outlook, Microsoft Teams, GoTo, Bitlocker, VPN/Zscaler, and others)
Perform desk moves and relocations, including network port activation and workstation setup at new locations
Process employee and contractor offboarding, including account deprovisioning, hardware recovery, and access removal
Manage and fulfill equipment requests, including issuing loaner gear, processing asset based replacements (ABR) for out-of-warranty laptops, and deploying new devices
Maintain accurate hardware inventory records in Jira Assets and the equipment spreadsheet on a recurring basis
Manage offshore contractor access requests
Support audio/visual needs including conference room setup and office TV configuration
Accurately document issues, troubleshooting steps, and resolutions in Jira; keep tickets current and close them promptly upon resolution
Escalate complex or unresolved issues to senior IT staff with thorough context