IT Support Specialist

Who You Are

Does PEBKAC make you smile (and maybe even laugh a little)? Can you not only solve IT problems but also help users understand how to avoid them in the future?  Do you have a passion for IT and a desire to succeed? Do you just so happen to be located in or near Austin, Texas? Then the IT Support Specialist role with Iris Telehealth is the perfect role for you!

What You’ll Be Doing

This role is partially remote and based in Austin, Texas.

Iris Telehealth is changing the game of telepsychiatry by allowing doctors to focus on patients, not technology. That’s where you come in. We are currently looking for an IT Support Specialist to provide superior support for technical issues of moderate complexity in a timely fashion.

Our rapid growth demands high performance, and our technology stack is always changing. Our perfect IT Support Specialist is curious, driven to solve problems, and self-sufficient. While this role won’t operate following the sun, we do expect flexibility as issues may arise outside of “normal” working hours. 

No day or week will look exactly the same, and you’ll be contributing to lots of exciting projects as our company grows. If this list excites you, this is probably the role for you!

• Install and perform minor repairs to hardware, software, or peripheral equipment, following best practice and design installation specifications (replacing internal laptop equipment)
• Set up computer onboarding equipment for employee use, performing proper installation of software, set up, and Azure AD functions
• Effectively communicate within the IT team and other cross-functional teams
• Maintain ongoing inventory system support and deliver reports on assigned equipment
• Take ownership and monitor support ticket inquiries fast and efficiently meeting tier 1, and tier 2 response SLAs
• Provide technical support to end-users by phone, email, instant messaging, and SMS in a friendly, professional manner
• Install, configure, and support windows operating systems and applications such as Microsoft Office 365, Adobe Acrobat Reader, Ring Central, G-Suite, and clinician applications (EMR, EHR, VPN, etc.)
• Identify, research, and resolve hardware, software, and network problems
• Ensure security and privacy of networks and computer systems
• Run and maintain regular computer upgrades, Windows/Dell updates, and peripheral maintenance
• Be readily available on call to provide 24/7 support to corporate and clinical employees

What You’ll Need

We want to make sure all our employees are set up for success from the get-go and that everyone is a great fit for their individual role.

You’ll definitely succeed if have:

• Working knowledge of corporate IT ticketing support
• Knowledge of Azure AD and Office365
• Great communication skills and problem-solving abilities
• Location in, or within commuting distance of Austin, Texas
• General understanding of DNS, VPNs, and computer hardware
• Experience in computer onboarding builds and installations
• Attention to detail, a team-player mindset, and strong documentation skills
• Ability to work remote and solve problems effectively and support on-call rotation
• A sense of urgency, and comfort with occasional high-pressure, time-sensitive IT issues
• Ability to prioritize and manage a high workload within a fast-paced environment

What Would Set You Apart

We get hundreds of applicants for each of our openings, so if we see these on your resume, you're more likely to move forward to an interview:

• located in, or within commuting distance of, Austin 
• 3-5 years of corporate IT experience
• Associates or Bachelor’s degree in related field
• Moderate proficiency with Office365 for Business, GSuite, VPN clients, and various SAAS platforms
• High proficiency in configuring and troubleshooting Windows, Mac, iOS, and Android operating systems
• Experience with Dell laptops
• Knowledge in domain joining, security policy, and computer updates

Benefits

We care about our employees and want to make sure they have everything they need to do their job well. To us, that means having the resources live their best life (both at work and at home):

• Highly competitive compensation (base salary + bonus + stock options)
• Generous PTO policy + colleagues who insist on covering for you so you can truly unplug
• 100% of the premium cost of healthcare for you and 75% for your dependents
• $50/month for a gym membership
• $50/month for your cell phone bill
• 100% employer-paid life insurance coverage
• 401k Plan with company match
• Paid parental leave
• Optional: Short-term and long-term disability insurance
• Coworkers who create Slack channels like "sometimesiwetmyplants"

About Us

Iris Telehealth is a leading provider of telepsychiatry services for community mental health centers, community health centers, hospitals, and health systems across the U.S. We strive to deliver clinically sound and financially sustainable telepsychiatry in order to help our partners meet their behavioral health goals and save their communities.

The key to our success is our people. And, our number one corporate value is People Over All Else. We try to live that value every day with everything we do. That’s why we’re looking for top talent to help us deliver high-quality and efficient clinical services all over the country.

Iris Telehealth has a culture of ownership, humor, and mastery. Our team is small enough that you can see how your work affects the bottom line and big enough to have the urgency and excitement of a Fortune 500 company. We like to experiment. We're proud to make mistakes (but more proud of our successes). We're always trying to get better. People that work for us are expected to question the way we do things. We want all of our employees to fight for what they think is right -- because that’s how we’ll continue to grow and improve as a company.