IT Support Specialist
Job Location:
Makati City - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
At Author Heath we are dedicated to meeting our patients and their caregivers where they are with a hybrid care modelvirtual clinicians with in-market support staffthat flexibly supports our patients health and needs. We are seeking professionals who are enthusiastic about working on a tech-enabled interdisciplinary team to support an underserved population of older adults with psychiatric illness. We value non-judgmental respectful and empathetic interactions aiming to meet the unique needs of each patient and caregiver. Our primary mission is to deliver outstanding care for seniors with serious mental illness (SMI) substance use disorders (SUD) and dementia. We are committed to making a significant impact in the lives of older adults and their caregivers. With our advanced technology our patients and their caregivers can receive care focused on meeting their needs holistically. Join us in our mission to revolutionize healthcare.
The Enterprise Technology Team at Author Health believes we have the power through the tools and services we deliver to maximize the impact our employees have on patient care. We are on a mission to make that possibility real by delivering world-class technology experiences that reduce friction and increase productivity. Were seeking an IT Support Technician to be on the frontline of employee experience with technology and help us achieve that mission.
Position Overview:
The IT Support Specialist is responsible for delivering exceptional technical support to employees by serving as the primary point of contact for IT-related issues. This role ensures that hardware software systems and user accounts are effectively managed to maintain a productive and secure work environment. The IT Support Specialist also plays a key role in enhancing the employee experience through efficient onboarding and offboarding processes creating self-service resources and driving continuous improvement across IT support operations.
Role Classification: Non-technical
Roles and Responsibilities:
- The first point of contact for IT support needs across the organization.
- Resolve technical issues across hardware and software tools to keep employees productive.
- Develop technical self-service documentation to help employees help themselves
- Create and maintain technical documentation knowledge base articles and standard operating procedures.
- Support a delightful onboarding experience by managing hardware and software provisioning for new employees .
- Run offboarding requests that ensure swift and complete revocation of account access deprovisioning of software and laptop returns.
- Work with technology teams to fix the root causes of common interruptions and drive down the rate of IT support requests per employee.
- Bachelors degree in Information Technology Computer Science Information Systems or a related field; or equivalent work experience.
- Open to fresh graduates with a strong foundation in IT support and troubleshooting.
- Skilled at troubleshooting hardware issues across ChromeOS Windows MacOS iOS and other peripheral devices (monitors headsets docking stations etc)
- Experience supporting infrastructure across IAM tools (Microsoft Entra Okta) MDM (InTune/Jamf/Chrome Enterprise) Telephony/CCaaS (Talkdesk) cybersecurity tools (MS Defender/Sentinel CrowdStrike)
- Experience supporting company-wide collaboration tools such as Google Workspace Slack Confluence Atlassian and .
- Experience using Jira or a similar ticketing system to track prioritize document and resolve support requests.
- Must be willing to work in Makati City.
- Amenable to work Monday to Friday on U.S. business hours.
- Willing to work full-time onsite.
- Passionate about employee experience; shows urgency for helping unblock employees and keep them efficient
- Excellent communicator; can translate complex technical issues into simplistic terms
- Highly curious; passionate about understanding how things work and why
- Employee-centric; consistently aware of how IT services impact all employee personas and build solutions with clear value
- Ability to prioritize multiple requests while meeting established service level objectives.
- Identifies recurring issues and opportunities to automate processes improve documentation and enhance the employee IT support experience.
All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity sexual orientation national origin ethnicity age disability marital status or any other characteristic protected by law.
Genfinity as an Equal Opportunity Employer believes in each persons potential and well help you achieve yours.
All information will be kept confidential according to EEO guidelines.
Privacy Notice & Consent
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This information will be collected and processed solely for recruitment purposes including evaluating your qualifications assessing your skills verifying your background and contacting you about your application. As part of the recruitment process identity verification may be conducted at a later stage i.e. post-offer stage which may require the collection and review of valid identification documents. Your personal data will be processed in accordance with the Data Privacy Act of 2012.
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Required Experience:
Manager
