IT Support Associate

OUR  MISSION

Imagine building a better healthcare journey for patients with cancer, where individuals and their loved ones feel seen, supported, and heard by their care team – both in and out of the clinic. Where fast access to high-quality care is the norm, not the exception. Where patients have access to a care navigator to guide them through their diagnosis and trusted support all along the way.

At Thyme Care, we share a passion for transforming the cancer care experience – not just for patients but also for their caregivers and loved ones, as well as those delivering and paying for their care. Today, Thyme Care is known predominantly as a cancer care navigation company enabling value-based cancer care; in the next few years, we will become a nationally recognized technology-driven and provider-centric care delivery model, reshaping the landscape of cancer care access, delivery, and experience. Our commitment runs deep—we're not satisfied with the status quo but determined to redefine it.

To make this happen, we’re building a diverse team of problem solvers and critical thinkers to drive innovation and shape the future of healthcare. If you share our vision and want to be part of something truly meaningful, we want to hear from you. Together, we can revolutionize cancer care and make a difference that lasts a lifetime.

WHAT YOU’LL DO

In the position of IT Support Associate at Thyme Care, the incumbent will be responsible for delivering superior IT support to all personnel within our expanding organization. The principal objective of this role is the consistent provision of timely and professional assistance to our Care team, as well as the support of a geographically dispersed user base throughout the United States. In this capacity, the Associate will serve as the primary point of contact for all internal end users and will represent the "Support Thyme" helpdesk function escalating tier 2 issues with the Thyme Care IT Engineering staff.

The IT Support Associate acts as the initial point of contact for all technology-related issues supported by Thyme Cares IT Engineers. This role is a critical technical resource, addressing end user incidents and requests submitted through the Support Thyme helpdesk portal. Responsibilities include effective user interaction and serving as a pivotal communication link between users and the Thyme Care IT department.

• 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

WHAT LEADS TO SUCCESS

• People-first. Thyme Care’s mission and members matter to you, deeply. 
• Experience. You have are technology oriented with basic understanding of Google Workspace & macOS 
• Customer Delight. 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.
• Effective collaboration. 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.
• Growth mindset. You constantly strive to implement best practices and find new ways to bring more to the table and do your job well.
• Move with Purpose. 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.

OUR VALUES

At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

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. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $55,000-$65,000. The salary range could be lower or higher than this if the role is hired at another level. 

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer.

Be cautious of recruitment fraud, and always confirm that communications are coming from an official Thyme Care email.