IT Support Specialist

Empowering Wellness, Transforming Lives Optima Medical Management Group is dedicated to enhancing the quality of life by promoting wellness. At Optima MMG and all of its divisions:
Serene Health, Community Support, and American True Care, our mission is to provide comprehensive support and care that not only addresses immediate concerns but also fosters long-term well-being.

As pioneers in the field, we aspire to lead in member care outcomes and set new standards for excellence and innovation. We are committed to empowering our members to achieve self-sufficiency in health, creating a ripple effect that strengthens families and communities.

Our work culture at Optima MMG is built on pride, passion, and a collective commitment to making a positive difference in people's lives. Our team members are dedicated problem-solvers who bring their unique skills and perspectives to the table. We believe that by fostering a collaborative and supportive environment, we can unlock the full potential of our team and, in turn, provide the best possible care to our members.

A career at Optima MMG is an opportunity to be part of a dynamic and forward-thinking organization. We encourage continuous learning and professional growth, providing our employees with access to industry experts, cutting-edge technologies, and a supportive community that values each individual's contributions. Join us on this journey to not only advance your career but to be a driving force in transforming lives and communities through passionate and fulfilling work!

As the first point of contact for technical support requests across the organization, you will combine responsive customer service with hands-on troubleshooting across hardware, software, networks, and business applications. You will manage the help desk queue from intake through closure, work within established service level agreements (SLAs), document solutions, and elevate complex issues with complete context. Success requires clear communication, strong troubleshooting, careful prioritization, and attention to detail in a fast-paced healthcare or corporate environment.

• Own the support experience from first contact to confirmed resolution. Receive requests through help desk software, email, phone, Microsoft Teams, and walk-ups; triage by urgency and business impact; maintain ownership; monitor aging tickets; and close only after confirming a successful outcome. Provide courteous, timely support, explain technical concepts in plain language, keep users informed, and offer basic end-user training when appropriate.
• Deliver reliable Tier 1 software and access support. Diagnose and resolve password, account, profile, login, permissions, connectivity, printing, email, synchronization, performance, installation, configuration, licensing, and update issues across Windows, Microsoft 365, Teams, Outlook, Adobe Acrobat, VPN, endpoint security, remote desktop, browsers, business and internal applications, printing software, MFA, and—where applicable—healthcare platforms and EMR/EHR systems.
• Keep devices and work spaces ready for productive use. Set up, image, diagnose, install, tag, inventory, replace, and coordinate warranty service for desktops, laptops, monitors, docking stations, mobile devices, tablets, printers, scanners, webcams, headsets, keyboards, mice, VoIP phones, peripherals, and conference-room equipment.
• Support secure identity and endpoint administration. Assist with Active Directory and Microsoft 365 user management, account creation and deactivation, group and distribution-list updates, MFA enrollment, shared mailboxes, access and permission requests, device enrollment, computer and software deployments, Windows updates, antivirus monitoring, encryption, compliance, patch verification, and remote-management tools.
• Create clear, reusable documentation. Record ticket notes, troubleshooting steps, root-cause analysis, and final resolutions; maintain knowledge-base articles, SOPs, user guides, FAQs, system documentation, and asset inventories; and continuously improve internal support resources.
• Protect users, systems, and sensitive…