IT Support Specialist @ Midi Health:

(Focus: Customer Experience & End-User Support)

The Role

We are looking for a service-oriented IT Support Specialist to join our team. While technical aptitude is important your ability to communicate with empathy and patience is paramount. You will be the face of our IT department ensuring that employees feel supported heard and empowered to do their best work.

If you are a problem-solver who takes pride in turning a frustrated user into a happy one we want to hear from you.

This job is HOT:

Be the frontline representative of the IT team and employee experience
Deliver high-touch white-glove support to internal users
Make a direct impact by helping employees do their best work

Business impact:

First Line of Defense: Serve as the primary point of contact for incoming IT queries prioritizing a high-touch white-glove customer service experience.

Translate Tech to Human: Troubleshoot hardware and software issues while explaining solutions to non-technical colleagues in clear jargon-free language.

Onboarding Experience: Create a welcoming Day 1 experience for new hires by ensuring workstations accounts and software are fully set up before arrival.

Lifecycle Management: Manage inventory and procurement for equipment handling the full lifecycle from purchasing for new hires to offboarding and reclaiming gear from departing users.

Problem Solving: Diagnose and resolve computer system and software issues promptly while complying with established service standards.

Knowledge Sharing: Document troubleshooting steps and resolutions to build a helpful knowledge base for both the IT team and end-users.

Collaborate & Secure: Partner with the broader IT team to implement infrastructure improvements and ensure users follow security protocols without impacting productivity.

What you will need to succeed:

Customer Obsession: Exceptional interpersonal skills with the ability to remain calm under pressure and de-escalate stressed users.

Communication: Strong written and verbal communication skills with comfort teaching others how to use technology.

Experience: 2 years of experience in a customer-facing role (e.g. IT Helpdesk Client Services Hospitality or Customer Success).

Autonomy: Ability to work independently in a fast-paced environment while knowing when to escalate complex issues.

Problem Solving: Natural curiosity to understand how systems work and how to fix them when they break.

Tools you will use:

Productivity & Collaboration: Google Workspace Slack Zoom Notion
Identity Management: JumpCloud
Specific Software: Experience supporting Athena
Hardware Environment: Comfort supporting both PC (Windows) and Mac (macOS) hardware
Frameworks: Familiarity with ITIL framework or similar ticketing workflows
Education: Bachelors degree in a related field or equivalent combination of education and experience

Work Location & Schedule

This is a hybrid role.

• One day per week onsite in San Francisco is required

• One day per week onsite in Palo Alto is required

• Remaining workdays may be remote

What we offer:

Hybrid work environment with a mix of onsite collaboration and remote flexibility
Competitive compensation
Benefits including medical dental vision and 401(k)
Opportunity to work closely with cross-functional teams in a growing healthcare technology company

Please note that all official communication from Midi Health will come from an@email address. We willnever ask for payment of any kind during the application or hiring you receive any suspicious communication claiming to be from Midi Health please report it immediately by emailing us at.

Midi Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.

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