IT Support Specialist I

IT Support Specialist TimelyCare TimelyCare is a clinically accountable virtual care provider built specifically for education. Trusted by nearly 500 campuses across the U.S., TimelyCare combines URAC-accredited clinical standards with a measurement-based approach and a partnership-first model to help institutions champion well-being with clarity, accountability, and real-world impact. Through a seamless, easy-to-access platform, TimelyCare offers a comprehensive range of services, including a crisis line, mental health counseling, on-demand emotional support, medical care, psychiatric care, health coaching, success coaching, basic needs assistance, faculty and staff guidance, peer support, and self-guided wellness tools. TimelyCare drives clinically validated improvements in depression and anxiety, supporting healthier learning environments. The Role TimelyCare is on the lookout for an IT Support Specialist I to join our pioneering virtual health and wellbeing company. In this role, you'll be pivotal in offering top-notch technical support to end users via phone, email, and chat. Your key responsibilities will include troubleshooting and resolving a wide array of IT issues, from hardware and software to networking and system challenges. You'll be instrumental in documenting technical processes, guiding users through solutions, and escalating complex problems to higher support levels. Additionally, you'll assist in software installations, updates, and the creation of training materials. This role is ideal for someone who is solution-oriented, possesses strong communication skills, and thrives in a dynamic, fast-paced environment. If you're passionate about leveraging technology to transform healthcare delivery and excel in customer service, TimelyCare offers an exciting opportunity to develop your skills and make a significant impact in a growing company dedicated to improving virtual healthcare services. Location This is a Hybrid role. We are looking for someone who can commute to our office located in Fort Worth, Texas 3 days a week. What You’ll Do Serve as the first point of contact for all IT service desk requests via JSM, email, Slack, and phone Triage, classify, and prioritize incoming tickets to meet established SLAs Troubleshoot and resolve hardware, software, networking, and system issues across macOS and Windows environments Assist with employee onboarding and offboarding IT tasks as needed Assist with basic Jamf and Intune administration including device enrollment, policy verification, and compliance checks Support identity and access management tasks in Okta such as MFA resets, group assignments, and application provisioning Maintain accurate asset management records for all endpoint devices Document solutions, update knowledge base articles, and contribute to internal support documentation Escalate unresolved issues with clear documentation of troubleshooting steps taken Monitor and maintain computer systems, peripherals, and conference room technology Support department goals, objectives, and projects as assigned What You Bring High school diploma required; associate degree or relevant certifications preferred 1+ years of experience in an IT helpdesk or desktop support role Experience supporting a remote or hybrid workforce, including remote troubleshooting and virtual support delivery Experience troubleshooting hardware, software, and connectivity issues across macOS and Windows Familiarity with identity and access management platforms (Okta preferred) Familiarity with endpoint management tools such as Jamf or Intune Experience with ITSM ticketing systems (Jira Service Management preferred) Strong customer service orientation with clear, professional communication skills Ability to prioritize and manage multiple requests in a fast-paced environment CompTIA A+ or ITIL Foundation certification preferred Benefits + Perks Paid Company Holidays + No work on your birthday! Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community Variable bonus eligibility on a quarterly basis Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance Company-paid group Life Insurance + Company-paid Short Term Disability Concierge benefit support services 401(k) with employer match Free access to TimelyCare virtual medical and mental health support Mission-Driven Purpose with a Supportive Team Culture The salary range for this opportunity is $45,000-$50,000 per year, depending on education and experience. This is the base pay. You will be eligible for a discretionary bonus in addition to the base pay, to be discussed during the interview process. TimelyCare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.