IT Support Specialist

Company Description

Please note that we are NOT currently offering sponsorship for this position and all applicants must be currently based in the Chicago-land area or willing to relocate. This position is “in-office” only.

Medtelligent is the industry leading provider of assisted living specific software. We are a purpose driven healthcare technology company passionate about innovation and using technology to help people by solving real world problems. The Medtelligent team designs, builds, delivers, and supports Medtelligent’s flagship product ALIS (pronounced “Alice” and stands for Assisted Living Intelligent Solutions).

Job Description

Have a love for technology and superb customer service? Then this position might be for you! Medtelligent is looking for an IT Support Specialist, who will be the main point of contact for all internal technology related requests and issues within Medtelligent. This person will be responsible for troubleshooting all equipment and technical issues, maintaining hardware and software systems, and providing excellent customer service.

Job Responsibilities: 

• Provide technical support to employees, troubleshooting and resolving issues related to:

  • Windows and Apple devices

  • Microsoft Office Suite and other standard office productivity software

  • Company-specific SaaS applications (Atlassian, etc.)

  • Network connectivity (Wi-Fi, VPN)

  • Printers and other peripherals

  • A/V equipment in meeting rooms

• Respond to, track, and resolve IT support requests submitted through our service desk system (Jira Service Desk) and other channels (Slack).

• Contribute to and maintain our IT knowledge base with articles, FAQs, and troubleshooting guides.

• Assist with the onboarding of new employees, including account creation, equipment provisioning, and IT orientation.

• Manage user accounts and permissions in Google Workspace, Microsoft Entra ID, and other critical systems.

• Support and troubleshoot A/V equipment in meeting rooms, ensuring optimal functionality for meetings and presentations.

• Assist with MDM administration, including monitoring device health, deploying updates, and ensuring compliance with security policies.

• Contribute to office IT infrastructure maintenance, including network monitoring, Wi-Fi troubleshooting, and vendor management.

• Participate in IT projects as needed, such as software deployments or office moves. 

Qualifications

• 2-5 years of experience in IT support or a similar role.

• Experience with Google Workspace Admin, Microsoft 365 Admin, , Slack, Rippling, and Atlassian Service Desk.

• Strong understanding of Windows and iOS operating systems and common applications.

• Working knowledge of networking principles (TCP/IP, DNS, DHCP).

• Ability to explain technical concepts to non technical employees. 

• Experience with hardware maintenance and support ( laptops, printers etc.).

• Experience with troubleshooting A/V systems

• Experience with MDM solutions

• Good problem-solving and analytical skills.

• Excellent communication and interpersonal skills

Preferred Qualifications: 

• Experience working in a fast-paced SaaS environment.

• Experience working within the Senior Living or Assisted Living industry.

• Demonstrate a strong sense of ownership and accountability, ensuring personal responsibility for the quality and outcomes of assigned tasks and projects.

• Familiarity with ticketing systems and remote desktop tools.

• Knowledge of basic cybersecurity practices. 

• Collaborative: Work effectively with other IT team members and other departments.

• Helpful: Be willing to assist colleagues and share knowledge.

• Knowledge Sharing: Contribute to the team's collective knowledge by documenting solutions and sharing best practices.

• Respectful: Treat all team members and users with respect and professionalism

• Empathic: Understand and acknowledge user frustrations.

• Customer Focused: Prioritize user satisfaction and strive to provide excellent service.

• Professionalism: Maintain a professional demeanor at all times.

• Positive Attitude: Approach interactions with a positive and helpful attitude.

• Prioritization: Effectively prioritize tasks based on urgency and impact.

• Organization: Manage time efficiently to handle multiple requests and deadlines.

• Multitasking: Juggle multiple tasks simultaneously without losing focus.

• Efficiency: Work efficiently to resolve issues quickly and minimize downtime.

• Active Listening: Pay close attention to what users are saying, ask clarifying questions, and ensure a full understanding of the issue.

• Patience: Remain calm and patient when dealing with frustrated users, even when issues seem simple or obvious.

• Written Communication: Communicate effectively through email and chat, providing clear and concise instructions or updates.

• Interpersonal Skills: Build rapport with users and establish a positive and helpful interaction.

Additional Information

Benefits:

• Working on a team of diverse, smart, collaborative, and kind humans 
• Good balance of personal autonomy and team collaboration on projects
• 8+ Company Holidays + 2 Floating Holidays+ PTO
• Medical, dental and vision insurance 
• 401k Plan + Matching
• Training on advanced technology concepts and senior living
• Regular client interactions and feedback

Application Process:

No formal cover letter is needed but please include a few sentences describing why you are applying for this position specifically.

Medtelligent reaches out to certain candidates for quick phone calls to gather additional information – these usually last about 5 minutes and are scheduled in advance and according to your schedule. After the phone screen, candidates that are selected to proceed in the process will do an in-person or video interview. Decisions can be made after second round interviews. In some instances, third round interviews are held. 

Medtelligent values and promotes diversity. We are an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. All candidates are subject to a background check.