Senior IT Specialist

About Viz.ai

Viz.ai is the leader in building and deploying AI-powered Care Pathways and helping doctors do their work. The Viz Platform is deployed in 2,000 hospitals across the United States and trusted by many of the leading life sciences companies. The platform uniquely combines real-time, multimodal clinical data with deep clinician engagement to detect disease earlier, coordinate care teams, and help ensure patients receive the right treatment faster.

Viz.ai was the first company to be awarded CMS reimbursement for AI and is ranked the #1 Healthcare AI Platform by hospitals and health systems in the Black Book Research survey. For more information, visit Viz.ai.

The Senior IT Specialist serves as the first line of support for all internal technical issues across the organization. This role is responsible for providing timely, hands‑on assistance to employees experiencing hardware, software, networking, and application‑related challenges. The specialist will manage service tickets, execute onboarding/offboarding tasks, and collaborate with cross‑functional teams to ensure systems are secure, compliant, and optimized for performance.

With a strong focus on customer service, the Senior IT Specialist contributes to a reliable and efficient IT environment by anticipating problems, improving support processes, and maintaining infrastructure tools such as Okta, Intune, and Jamf. This position is crucial in supporting business continuity and ensuring a seamless user experience across our hybrid work environment.

• Troubleshoot and resolve issues related to hardware, software, network connectivity, and enterprise applications.

• Triage and manage incoming IT support tickets; elevate issues when necessary to appropriate teams.

• Install, configure, and maintain computers, peripherals, and software for employees.

• Support employee lifecycle processes including IT onboarding and offboarding (user provisioning, hardware setup, software deployment).

• Manage user access and permissions across systems and applications, ensuring proper role‑based access control.

• Follow up with employees to ensure satisfactory issue resolution and maintain high levels of end‑user satisfaction.

• Collaborate with Security, Engineering, and Operations teams to ensure IT systems are secure, compliant, and aligned with organizational policies.

• Implement and manage endpoint management tools (e.g., Intune, Jamf) to monitor and maintain device health and compliance.

• Administer identity and access management tools such as Okta.

• Contribute to IT documentation, process improvements, and internal knowledge base development.

• 4–6 years of experience in an IT/SaaS company.

• Strong knowledge of Windows and macOS systems, networking fundamentals, and SaaS applications.

• Hands‑on experience with identity and access management (Okta) and endpoint management tools (Intune, Jamf).

• Skilled in troubleshooting hardware, software, and network issues across distributed environments.

• Familiarity with IT onboarding/offboarding, user provisioning, and asset setup.

• Ability to work independently in a global work environment, prioritize tasks, and collaborate effectively with cross‑functional teams.

• Service‑oriented mindset with a strong focus on user experience and issue resolution.

• Adaptability in fast‑paced environments with a proactive approach to process improvement.

• Attention to detail and accountability in managing systems, documentation, and compliance.

• Knowledge of cloud security best practices and infrastructure as code is a plus.

• Within 3 Months

  • Demonstrates strong grasp of Viz.ai’s IT environment, tools (Okta, Intune, Jamf), processes, and support workflows.

  • Resolves day‑to‑day tickets independently with minimal guidance and escalates appropriately.

  • Delivers a smooth onboarding experience for new hires.

  • Builds trust with end‑users through reliable, responsive, and clear communication.

  • Gains basic familiarity with Viz business and products.

• Within 6 Months

  • Independently manages a full range of support cases, including more complex or cross‑functional ones.

  • Identifies recurring issues and proposes improvements to…