IT Help Desk

About This Role

This IT Help Desk Associate role is critical for ensuring HealthSnap's teams operate smoothly and efficiently. The position focuses on frontline technical support, troubleshooting Mac computers, assisting with software installations, and supporting key applications like Salesforce and Jira. It suits a tech-savvy individual who enjoys problem-solving and helping others with technology.

Responsibilities

• Provide technical support for hardware, software, and network issues, with a focus on HealthSnap-issued MacBooks and PCs
• Troubleshoot and assist employees with company applications, including Salesforce and Jira
• Diagnose and resolve common computer and software issues such as system crashes, application errors, connectivity problems, and microphone/audio issues
• Offer remote support to off-site employees, ensuring consistent service across the organization
• Assist employees with the effective use of technology by providing training, guidance, and best practices
• Maintain accurate records and documentation of all support activities, troubleshooting steps, and resolutions
• Contribute to internal knowledge base articles and self-service resources
• Escalate complex or unresolved issues to higher-level IT personnel, providing all relevant details for efficient resolution
• Perform other duties as assigned

Requirements

• Proven experience supporting Mac computers, including hardware troubleshooting and macOS software support
• Strong analytical and problem-solving skills with the ability to diagnose technical issues efficiently
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced environment and manage multiple priorities at once
• Customer-focused attitude with patience and a desire to help others

Nice to have:

• Familiarity with Salesforce and Jira

Benefits

• Opportunity for professional growth and development
• Collaborative and inclusive work environment
• Meaningful work that makes a positive impact on healthcare accessibility and outcomes

About the Company

HealthSnap empowers patients and their physicians to improve health outcomes using an innovative platform for modern, proactive patient care. The company helps healthcare organizations easily manage chronic conditions remotely and deliver personalized patient experiences.