Role Overview

The IT Support Specialist is a senior individual contributor on the Service Desk team, responsible for resolving complex escalations from T1, owning advanced troubleshooting across endpoints, identity, and infrastructure, and serving as a technical resource and informal mentor to junior analysts. This role operates within our follow-the-sun support model and is critical to ensuring that incidents requiring deeper expertise are resolved quickly and completely.

IT Support Specialists at HealthEdge carry both a T2 and T3 designation. T2 scope covers advanced endpoint, application, and identity issues. T3 scope extends into near-infrastructure territory — complex integrations, escalated security events, and issues requiring coordination with Network Engineering, OpsSec, or cloud teams. As the team matures, these levels may be formally split; this role is designed to grow with that evolution.

What You'll Do

Escalation Handling & Advanced Troubleshooting

• Receive and own escalated incidents from T1 analysts, driving issues to resolution with full documentation
• Troubleshoot complex endpoint issues across Windows 10/11 and macOS, including OS, driver, application, and performance problems
• Diagnose and resolve advanced M365 issues including Exchange/Outlook mail flow, Teams configuration, SharePoint permissions, and OneDrive sync
• Investigate and resolve VPN, network connectivity, and remote access issues in coordination with Network Engineering
• Handle/Escalate to the Hardware team complex printer, peripheral, and conference room AV/technology issues escalated from T1

Identity & Access Management

• Manage elevated IAM requests including role-based access changes, group policy troubleshooting, and Okta/Entra ID configuration issues
• Investigate and remediate failed provisioning or deprovisioning workflows
• Support MFA enforcement, conditional access policy troubleshooting, and SSO configuration issues
• Coordinate with the security team on access anomalies, privilege reviews, and identity-related security incidents

Endpoint & Systems Administration

• Support endpoint management platforms with MDM/UEM tools — policy configuration, compliance remediation, and enrollment issues
• Assist with software packaging, deployment troubleshooting, and patch compliance follow-up
• Perform or coordinate reimaging workflows for compromised, failed, or refreshed devices
• Provide near-sysadmin support for escalated issues touching Active Directory, Group Policy, DNS, and DHCP

T1 Enablement & Knowledge Management

• Act as a technical resource and informal mentor to Service Desk Analysts (T1), providing guidance on complex or novel issues
• Develop and maintain knowledge base articles, runbooks, and escalation procedures
• Identify recurring T1 escalation patterns and drive root cause resolution or knowledge base improvements to reduce repeat escalations
• Participate in ticket queue reviews and quality assurance activities

Cross-Functional Coordination

• Serve as the primary liaison between the service desk and infrastructure, security, and business technology teams for complex escalations
• Coordinate with EUC & Asset Management on hardware-related escalations requiring replacement, depot, or imaging support
• Participate in change management reviews for changes that may impact end users

What You'll Bring

Required

• 3–6 years of experience in IT support, with demonstrated progression from T1 to escalation/advanced support roles
• Deep hands-on experience with Windows 10/11 and macOS troubleshooting in a corporate environment
• Strong working knowledge of M365 administration and troubleshooting (Exchange, Teams, SharePoint, Intune/Entra ID)
• Experience with SSO/MFA platforms at an administrative level
• Familiarity with endpoint management platforms
• Working knowledge of Active Directory, Group Policy, DNS, and DHCP
• Experience working in Jira Service Management or ServiceNow
• Strong written and verbal English communication skills, including the ability to communicate technical detail to non-technical stakeholders

Preferred

• Familiarity with SASE/proxy solutions
• Exposure to AWS or Azure cloud environments at a support level
• ITIL Foundation certification or equivalent service management experience
• Microsoft certifications (MD-102, MS-102) or CompTIA Network+/Security+
• Experience supporting a globally distributed workforce in a follow-the-sun model

What Success Looks Like

Within 90 days, you are independently handling the majority of T2 escalations, have familiarized yourself with HealthEdge's environment and tooling, and are contributing to knowledge base development. Within six months, you are owning T3-scope issues end-to-end, have identified and driven resolution of at least one recurring escalation pattern, and are actively enabling T1 analysts through mentoring and documentation. Within a year, you are a recognized technical authority on the service desk team, with strong relationships across infrastructure, security, and business technology.

About the Team

You'll join a growing global Corporate IT organization building a structured, tiered support model across India, the Philippines, the US, Mexico, and the UK. The IT Support Specialist role is the technical backbone of the service desk – the person T1 calls when something doesn't fit the runbook, and the person infrastructure and security teams trust to bridge the gap between the help desk and the back end. We invest in our people, our tooling, and our processes, and we're building career paths that reward depth and ownership.

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers. 
 
Geographic Responsibility:  <Will let HR fill out this part based on geo>
Type of Employment: Full-time, permanent 
FLSA Classification (USA Only): Exempt 
Work Environment:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: 

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  

• Work across multiple time zones in a hybrid or remote work environment.  

• Long periods of time sitting and/or standing in front of a computer using video technology.  

• May require travel dependent on company needs.  
   

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check. 
 
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

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