IT Support Associate

Summary

Join Thyme Care as an IT Support Associate and deliver exceptional IT support to our expanding organization. You will be the primary point of contact for all internal end-users, providing timely and professional assistance. This critical role involves triaging and resolving technology issues, escalating complex problems to IT engineers, and ensuring excellent user support. You will also contribute to improving our systems and workflows through feedback, create documentation, and support our helpdesk ticketing platform. Success in this role requires a people-first approach, strong communication skills, and the ability to collaborate effectively. The position offers a competitive salary and benefits package.

Requirements

• You have are technology oriented with basic understanding of Google Workspace & macOS
• You thrive in a customer-facing role supporting a vast array of users: from tech savvy engineers to first time tech users. You’re comfortable supporting team members in person or remotely. No matter what the situation or pressure, you always maintain your composure with a warm smile and friendly invitation to return
• You build collaborative and productive working relationships that allow you to do your job well, regardless the level, location, or situation of your team member. These relationships drive business outcomes and allow us to serve our members even better
• You constantly strive to implement best practices and find new ways to bring more to the table and do your job well
• You’re a self-starter and don’t need anyone to tell you when to do something. You’re always solving problems and going the extra mile for others

Responsibilities

• Support Tier 1 support requests Mon-Fri 8am-5pm CDT
• Provide excellent user support through our internal ticketing system for all Thyme Care users
• Triage, solve, and otherwise escalate user issues to IT Support Engineers
• Deliver kind and effective user support using strong oral and written communication skills
• Deliver upstream feedback to improve our system and workflows
• Execute hardware setups and onboarding for new hire cohorts joining Thyme Care
• Create and build documentation for common issues and or new and emerging issues
• Promote and support Thyme helpdesk ticketing platform across the organization
• Thoroughly document all steps to resolution taken during the ticketing process
• Understand and operate Software as a Service and SSO IAM systems
• Understand and navigate core systems macOS, Slack & Google Workspace
• Work independently and collaboratively in a fast-paced environment

Benefits

• Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care
• The base salary for this role is $55,000-$65,000