IT Support Specialist

About Midi Health

Midi Health is the foremost virtual healthcare clinic dedicated to women in midlife undergoing perimenopause, menopause, and other hormone-related transitions. We integrate expert medical professionals, evidence-based protocols, and cutting-edge technology to offer healthcare services that have traditionally been underserved. As a rapidly expanding, mission-driven organization, we are constructing the foundational infrastructure and products that define this emerging sector of care.

Position Overview

We are seeking a service-focused IT Support Specialist to join our team. While technical expertise is essential, the ability to empathize and communicate patiently is critical. As the visible representative of our IT department, you will ensure our staff feels supported, respected, and enabled to perform at their best.

Key Responsibilities

• Serve as the first point of contact for incoming IT inquiries, delivering a personalized and attentive customer service experience.
• Troubleshoot hardware and software problems and clearly explain solutions in straightforward, jargon-free terms to non-technical team members.
• Ensure a seamless onboarding experience by preparing new employees' workstations, user accounts, and software ahead of their start date.
• Oversee equipment inventory and procurement, managing the entire lifecycle from acquisition for new staff to retrieval during offboarding.
• Efficiently diagnose and resolve computer system and software issues while adhering to established service standards.
• Develop and maintain documentation of troubleshooting procedures and solutions to support both the IT team and end-users.
• Collaborate with IT colleagues to enhance infrastructure and enforce security protocols that protect users without compromising productivity.

Required Qualifications

• Strong customer service skills with the ability to remain calm and de-escalate stressful situations.
• Excellent written and verbal communication skills, capable of instructing users on technology effectively.
• Minimum of two years' experience in a customer-facing role such as IT Helpdesk, Client Services, Hospitality, or Customer Success.
• Self-motivated and capable of independently managing tasks in a fast-moving environment, with sound judgement on when to escalate issues.
• Curiosity and problem-solving skills to understand technologies and resolve issues efficiently.

Preferred Technical Knowledge

• Familiarity with productivity and collaboration platforms including Google Workspace, Slack, Zoom, and Notion.
• Experience with identity management tools such as JumpCloud.
• Exposure to supporting Athena software.
• Comfortable using both Windows and macOS hardware.
• Knowledge of ITIL framework or similar ticketing systems is advantageous.
• Bachelor's degree in a related discipline or an equivalent mix of education and experience.

Additional Information

Midi Health currently does not offer visa sponsorship; applicants must be authorized to work in the U.S. without the need for current or future sponsorship. Official communication will only come from an @joinmidi.com email address. Applicants should report any suspicious communications claiming to represent Midi Health.

Midi Health is an Equal Opportunity Employer committed to pay equity and considers all qualified candidates without discrimination. Our compensation is based on role impact and objective criteria, not on salary history.

California candidates may review our CCPA Privacy Notice.