Technology Support Specialist - IT Tech Support

Grand Rounds, Reno, NV

Expert guidance. Expert care.

About us:

Grand Rounds is a tech-driven healthcare company dedicated to raising the standard of healthcare for everyone, everywhere. By harnessing the power of technology, we connect nearly 6 million members to top-rated doctors and data-driven insights to make better informed healthcare decisions. Driven by premier thought leaders in patient care, technology, and business since 2011, our team of 800+ proudly serves Walmart, Costco, Salesforce, and over 140 of America’s top employers as a free employee benefit. Chosen as a 2019 Best Place to Work by Glassdoor and a UCSF Digital Health Award winner for Employer Wellness, Grand Rounds thrives at the forefront of technology-driven healthcare innovation.

Our Team’s Impact:

The IT Support Team is a fast growing, dynamic team that provides outstanding technical support grounded in strong customer service to the Grand Rounds family. We approach technology with industry best practices but are nimble enough to pivot when the team or company requires it. We work hard, play hard and support each other, and Grand Rounds, as a close knit family.

About The Role:

We’re looking for a Mid Level Support Specialist who will support the technology needs of Grand Rounds’ continued hyper-growth as well as our passionate and dedicated employees, across multiple offices and remotely. You pride yourself on getting a 5 out of 5 on your followup surveys because you know you give white glove support to everyone who opens a ticket. You enjoy documenting anything that does not have a runbook or knowledge base article. You are an excellent communicator and fast learner who is looking for a supportive environment to continue to grow your budding IT skills. This role will report to the IT Support Manager and is expected to be in office.

Responsibilities:

Resolve IT Support service requests and incidents, including troubleshooting hardware, software and various connectivity and access issues
Support the Mac, iOS and Windows Operating Systems
Execute onboarding and off-boarding tasks, including hardware setups and access management, as well as develop process improvements
Be a documentation champion, crafting and refining processes as we continue to scale
Support AV systems and help host complex meetings and events
Asset Management: maintain inventory systems and perform regular audits

Qualifications:

3-5 years of IT support experience
Excellent customer service and troubleshooting abilities in an in person and remote-working environment
Experience supporting macOS and iOS, preferably in an enterprise environment, Windows experience is strongly preferred.
Previous experience with MDM solutions like JAMF Pro, Microsoft Intune, etc.
Ability to support and troubleshoot cloud applications, corporate networks, VPNs, password managers, two-factor authentication, single sign-on and security protocols
Outstanding communication skills: you write good tickets, even better knowledge base articles, and can explain complex concepts to non-technical audiences.
An openness to feedback & transparency, and a desire for authentic work relationships

Bonus Points:

You enjoy, or are interested in scripting and debugging (GAM, Bash, Python, etc.)
Apple Certification
ITIL Certification
Windows support experience in an enterprise environment
You have an excellent sense of humor

Our depth of corporate IT systems is rapidly growing full of possibilities. We are looking for motivated talent who wants to take our technology and business to the next level to disrupt the healthcare industry as we know it today.

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Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

About Grand Rounds

Grand Rounds’ vision is to create a path to great health and health care, for everyone, everywhere. Founded in 2011, the company provides an employer-based solution that connects members and their families to high-quality care. With Grand Rounds, employers get a personalized, high-performance network at scale, while their employees get the tools and support needed to navigate their care on their own terms. Named Rock Health’s 2018 Fastest Growing Company and second among Glassdoor’s 2016 Best Places to Work, Grand Rounds helps restore individual health and quality of life, and offers employers lower health care spend and higher employee productivity.