Systems Support Specialist

Job Summary

Smith Rx is seeking a highly motivated Systems Support Specialist to provide hands‑on, on‑site support for the Lehi, UT site. This role is far more than a standard help desk; you will be the primary steward of the technology and systems that empower our team to revolutionize healthcare. The ideal candidate resides within a commutable distance of our Lehi office and is available to work on‑site Monday through Friday.

As a Systems Support Specialist, you will serve as a key contributor to day‑to‑day operations, system health, and strategic technology initiatives while ensuring strict compliance with healthcare security standards (HIPAA).

• Advanced Systems Support: Provide Tier 2 technical support for hardware, software, and cloud‑based systems, ensuring minimal downtime for our Lehi‑based teams. Manage the operational health and security posture of the Smith Rx SaaS ecosystem.
• Technical Project Leadership: Contribute to and lead the end‑to‑end lifecycle of enterprise‑scale technology deployments, including the architecture of internal tool ecosystems and the execution of comprehensive security audits of systems. Autonomously manage cross‑functional technical projects.
• System Lifecycle Management: Architect and manage user identity and access through the full employee lifecycle—onboarding, role changes, and offboarding—using modern automated workflows.
• Incident Resolution: Utilize our ticketing system to track, resolve, and document system issues, performing root‑cause analysis to improve long‑term stability for four US office locations.
• On‑Call Rotation: Participate in the on‑call rotation to provide critical systems support after hours and on weekends as required.
• Knowledge Management: Create and manage internal documentation, system configurations, and “self‑help” guides for the Smith Rx Security and User Success team.
• Compliance & Security: Operate with a security‑first mindset, ensuring all systems and hardware adhere to HIPAA guidelines and industry best practices.

• Experience: 3+ years in a fast‑paced systems support, technical operations, or a related high‑growth technology role.
• Platform Expertise: Strong working knowledge of macOS, Windows, and SaaS administration (identity management, cloud productivity, and collaboration tools).
• Technical Troubleshooting: Ability to diagnose complex issues across hardware, software, and basic networking (VPN, DNS, Wi‑Fi).
• Professional Communication: Proven ability to deliver white‑glove service and articulate complex data or member scenarios clearly to non‑technical partners.
• Operational Agility: Ability to thrive in a fast‑paced startup environment where priorities and instructions can shift quickly.
• Organizational Excellence: Meticulous documentation habits and the ability to manage multiple work streams and competing priorities simultaneously.
• Core Mindset: A proactive self‑starter with a positive, growth‑oriented mindset and a strong attention to detail.
• Collaboration: A proven ability to work effectively with cross‑functional teams and external clients.
• Nice to Have:
  • The Modern Stack: Experience with Okta, Kandji/Jamf, Google Workspace, Slack Enterprise Grid, and Jira/Confluence.
  • Security & Compliance: Previous experience in a HIPAA‑regulated or SOC2‑compliant environment is preferred but not required.
  • Automation: Basic experience with scripting or automation tools (e.g., n8n, Zapier, or Python) to streamline manual tasks.

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
• Paid Company Holidays
• Paid Parental Leave Benefits
• 401(k) Retirement Savings Program
• Short‑Term and Long‑Term Disability
• Employee Assistance Program (EAP)
• Professional Development and Training Opportunities

As set forth in Smith Rx’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.