IT Support Specialist L3

About us

LifeMD is a leader in virtual primary care headquartered in NYC and were redefining how healthcare meets technology. Our vertically integrated digital care platform powers telemedicine laboratory services and pharmacy solutions serving over 200 conditions across all 50 states.

At the heart of this transformation is our team of 50 talented developers engineers and tech innovators building state-of-the-art systems that make healthcare smarter faster and more accessible. From architecting scalable backend systems to crafting intuitive user experiences we are pushing boundaries every day.

Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023) LifeMD is not just a healthcare companyits a tech company revolutionizing healthcare.

If youre passionate about building impactful technology solving complex challenges and seeing your code change lives LifeMD is the place to grow innovate and make a difference.

Join us and lets build the future of healthcaretogether.

About the role

LifeMD is seeking an experienced IT Support Specialist Level 3 to join our Information Technology this role you will serve as the highest tier of internal technical support acting as the final escalation point for complex and critical incidents that Level 1 and Level 2 support cannot resolve. You will bring deep expertise in enterprise networking infrastructure cloud platforms identity systems and security operations.

In addition to core L3 support responsibilities you will serve as LifeMDs primary Jira administrator owning the configuration governance and ongoing optimization of Jira Software and Jira Service Management. You will partner closely with engineering security and operations leadership to maintain system reliability and compliance across LifeMDs telehealth platform.

Core Responsibilities:

• Advanced Technical Support & Incident Resolution: Serve as the final escalation point for complex issues from L1 and L2 support teams owning expert-level diagnosis and resolution through to closure. Investigate and resolve critical incidents spanning IT infrastructure enterprise networking cloud platforms (AWS) enterprise applications and security systems. Lead root cause analysis for major incidents producing post-incident reports with corrective action plans. Participate in on-call rotations for Severity 1 and Severity 2 incidents outside of standard business hours.
• Advanced Network Troubleshooting: Perform in-depth network diagnostics including packet capture and protocol analysis (Wireshark or equivalent) routing and switching diagnostics (BGP OSPF VLANs spanning tree) firewall rule review VPN connectivity failures and DNS/DHCP resolution issues.
• Systems Administration & Infrastructure Support: Administer and support enterprise IT systems including identity platforms (Active Directory Okta) endpoint management (MDM) and SaaS applications. Manage and troubleshoot complex networking issues at an infrastructure level. Support AWS cloud infrastructure including EC2 S3 IAM and CloudWatch. Coordinate with Information Security on vulnerability remediation access control reviews and security incident response.
• Jira Administration: Serve as LifeMDs primary Jira administrator owning configuration governance and ongoing optimization of Jira Software and Jira Service Management. Design and manage projects boards workflows permission schemes and issue type configurations. Build and maintain automation rules administer user access controls manage integrations with Confluence Slack and GitHub and develop dashboards and reports providing visibility into SLA compliance and incident trends. Evaluate and deploy plugins and marketplace apps; maintain governance documentation aligned with ITIL best practices.
• Process Improvement & Documentation: Identify systemic gaps in support operations and translate findings into actionable process improvements. Develop and maintain knowledge base articles runbooks and SOPs for L1 and L2 teams. Contribute to ITSM process development incident change and problem management in alignment with ITIL standards.
• Stakeholder Communication & Collaboration: Communicate proactively with end users IT leadership and cross-functional stakeholders on incident status resolution timelines and planned maintenance. Partner with IT leadership to ensure Jira configuration and ITSM tooling stay aligned with organizational governance objectives.

Basic Qualifications:

• Technical Skills:
• Advanced network troubleshooting proficiency: packet capture and protocol analysis routing and switching diagnostics (BGP OSPF VLANs spanning tree) firewall rule analysis VPN diagnostics DNS/DHCP failure resolution.
• Strong knowledge of enterprise IT infrastructure including identity platforms (Active Directory Okta) endpoint management and cloud platforms (AWS preferred).
• Expert-level Jira administration (Jira Software and Jira Service Management) including workflows permission schemes automation rules and integrations. Atlassian certifications (ACP-120 ACP-420 or equivalent) strongly preferred.
• Experience with ITSM frameworks and best practices particularly ITIL (Foundation certification preferred).
• Scripting proficiency in Python PowerShell or Bash for systems administration and automation tasks.
• Hands-on experience with AWS services including EC2 S3 IAM and CloudWatch.
• Familiarity with CI/CD pipelines GitHub and DevOps toolchains as they relate to IT support handoffs.
• Familiarity with AI-assisted IT operations tools is an advantage.
• Prior experience in healthcare IT or a regulated industry; familiarity with HIPAA compliance requirements is a plus.

• Soft Skills:
• Structured methodical approach to diagnosis and problem-solving under pressure.
• Strong written and verbal communication skills with the ability to explain complex technical concepts to non-technical stakeholders.
• Ability to manage multiple high-priority incidents simultaneously without losing resolution quality.
• High sense of ownership accountability and proactive follow-through.
• Collaborative mindset with the ability to work across engineering security and operations functions.
• Customer-centric approach with a genuine commitment to end-user experience.

• Experience and Qualifications:
• Bachelors degree in Computer Science Information Technology or a related field or equivalent practical experience.
• Minimum 5 years of progressive IT support experience with at least 2 years in an L3 or senior IT support capacity.
• Minimum 2 years of hands-on Jira administration experience in an enterprise environment.
• Atlassian certifications (ACP-120 ACP-420 or equivalent) strongly preferred.
• ITIL Foundation certification preferred; advanced ITIL certifications a plus.

• Salary Range: $80000-$100000
• Health Care Plan (Medical Dental & Vision)
• Retirement Plan (Roth 401k)
• Life Insurance (Basic Voluntary & AD&D)
• Unlimited PTO Policy
• Paid Holidays
• Short Term & Long Term Disability
• Training & Development

Required Experience:

IC