IT Support Specialist

About Us

At Gifthealth, we’re revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We’re a dynamic, innovative, and customer‑centric company dedicated to making a positive impact on people’s lives.

The IT Support Specialist I serves as the first point of contact for end‑user technical support across Gifthealth’s user environment, including workstations, applications, access, connectivity, peripherals, and standard business systems. Reporting to the IT Support Site Lead, this role responds to support requests, resolves common technical issues, documents work accurately, and escalates more complex issues to IT Support Specialist II, the IT Support Site Lead, or other IT teams when appropriate.

This position focuses on rapid issue resolution, effective ticket handling, clear communication, and delivering a consistent, high‑quality support experience that helps maintain user productivity.

• Respond to incoming IT support requests through the ticketing system, chat, and in‑person interactions; triage, categorize, prioritize, and route requests appropriately.
• Troubleshoot and resolve common issues involving workstations, applications, access, connectivity, user devices, peripherals, and standard business systems.
• Assist with password resets, access issues, basic identity‑related tasks, onboarding, offboarding, endpoint setup, hardware support, and workstation moves/adds/changes.
• Resolve common support requests at first contact whenever possible and escalates more complex issues with clear documentation, troubleshooting history, and user impact.
• Work toward established response‑time, resolution, documentation, and first‑contact resolution expectations aligned with IT Support service standards.
• Document all support interactions, troubleshooting steps, resolutions, and escalations in the IT service management system.
• Contribute to knowledge base articles, standard procedures, and repeatable troubleshooting documentation.
• Communicate clearly and professionally with technical and non‑technical users, set appropriate expectations, provide timely updates, and maintain a high level of customer service.

• Education:
  
  High school diploma or equivalent. (Required)
• Licensure/Certification:
  Entry‑level IT certification, such as CompTIA A+, or equivalent experience. (Preferred)
• Experience:
  
  0‑2 years in an IT support, help desk, or customer service role. (Required)
• Experience working in a ticketing or IT service management system. (Preferred)
• Exposure to identity, endpoint, or productivity platforms in a business environment. (Preferred)
• Basic understanding of desktop operating systems, common business applications, endpoint devices, peripherals, and standard business systems. (Required)
• Basic understanding of networking concepts, including DNS, DHCP, and Wi‑Fi connectivity. (Required)
• Foundational troubleshooting skills with the ability to follow structured processes, manage multiple tasks, prioritize effectively, and escalate appropriately. (Required)
• Strong verbal and written communication skills, attention to detail, professionalism under pressure, and a customer‑service oriented mindset. (Required)
• Ability to work independently while following team processes and escalation paths, and to collaborate effectively as part of a team. (Required)
• Understanding of data privacy and security best practices, including appropriate handling of sensitive or regulated information, such as PHI/HIPAA environments. (Required)
• Familiarity with tools such as Okta, Google Workspace, Slack, endpoint management systems, or IT service management platforms. (Preferred)

• Location:
  
  On‑site
• Schedule:
  
  Standard Gifthealth business hours with participation in an on‑call rotation as required; specific schedules may vary based on site and operational needs.

Regular onsite support for end users, devices, workstations, peripherals, and day‑to‑day technology operations. This role may also interact with IT Support, IT…