Support Specialist, IT Operations

Flatiron Health • Durham, NC

3d • Hybrid

About The Position

The IT Support Specialist joins Flatiron Health’s Information Technology Operations team to provide hands-on technology support for employees worldwide, including in-person assistance through the IT Bar. The role partners with Office Operations, Network Engineering, and People Operations to provide employees and contractors with a seamless, secure technology experience throughout their time at Flatiron.

Responsibilities include managing IT assets throughout their lifecycle; supporting hardware, software, operating systems, and mobile devices; administering user access and identity management; troubleshooting network connectivity; managing endpoint configuration and deployment; and maintaining collaborative workspaces and conference room technology. The specialist also performs routine operational maintenance, handles and documents support requests, escalates complex issues when appropriate, and works to improve support processes and the employee technology experience.

Requirements

• At least 3 years of experience supporting end-user technology in an IT Support, Desktop Support, Systems Administration, or similar role, including identity, device, and workplace technology operations.
• Extensive experience supporting macOS environments and Apple hardware.
• Proven experience providing white-glove end-user support in a fast-paced environment.
• Strong troubleshooting skills across hardware, software, networking, mobile devices, and business applications.
• Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.
• Experience administering Google Workspace, Microsoft 365, Active Directory, and Okta.
• Experience supporting endpoint management and MDM platforms such as Jamf, Intune, or similar solutions.
• Experience supporting and troubleshooting AV technologies such as Zoom Rooms, Neat devices, conference room systems, and related peripherals.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to work independently, prioritize effectively, and maintain attention to detail in a fast-moving environment.
• Experience supporting users across multiple offices or distributed environments.
• Willingness to continue learning, grow professionally, and take on increasing responsibility within the IT organization.

Nice To Haves

• Apple Certified Macintosh Technician (ACMT) certification.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar.
• Experience administering Jamf Pro policies, packaging, and macOS lifecycle management.
• Experience with Kandji or other Apple device management platforms.
• Experience supporting hybrid, distributed, or rapidly growing organizations.
• Familiarity with ticketing and asset management platforms such as Zendesk.

Responsibilities

• Manage IT asset inventory and lifecycle processes, including provisioning, fulfillment, shipping, receiving, vendor coordination, and device and accessory retirement.
• Provide in-person and remote support for hardware, software, operating system, and mobile device issues across macOS, Windows, and iOS.
• Administer user access, provisioning, and identity management across systems including Active Directory, Google Workspace, and Okta, in line with security and access management standards.
• Troubleshoot Wi-Fi, VPN, wired networking, and other end-user connectivity issues.
• Manage endpoint administration, including device configuration, software deployment, patching, and mobile device management.
• Maintain collaborative workspaces and conference room technology, including Zoom Rooms, AV equipment, and meeting support.
• Perform routine system maintenance and operational activities, escalating complex issues to engineering teams when appropriate.
• Document, prioritize, and manage support requests through the ticketing system, ensuring timely communication and resolution.
• Deliver high-touch, customer-focused support and identify opportunities to improve processes and employees’ technology experience.

Benefits

• Flexible work hours and flexible paid time off.
• Comprehensive compensation package.
• 401(k) contribution.
• Financial health resources, including one-on-one financial advice.
• Mental well-being tools and services.
• Parental benefits and policies, including family-building care and generous leave.
• Path-to-parenthood programs supporting fertility, adoption, and surrogacy.
• Travel support for safe healthcare services.
• Continuous learning support and a focus on inclusion and belonging.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed