IT Help Desk Support Specialist Level 1 at myPlace Health

Los Angeles, California, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

36.05

Posted On

10 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Troubleshooting, Windows OS, Microsoft 365, Teams, SharePoint, Hardware Troubleshooting, Customer Service, Communication, Problem Solving, Ticketing Systems, Network Connectivity, User Access Management, Preventive Maintenance, Documentation, Collaboration

Industry

Hospitals and Health Care

Description

About myPlace Health myPlace Health was founded in 2021 by mission-aligned healthcare leaders and organizations that are committed to drastically improving health outcomes, quality and experience for vulnerable older adults and frail seniors. We specialize in providing value-based, comprehensive care and coverage for older adults with significant needs so they can thrive in the homes they love and in the communities they cherish. Our mission is simple: to enable older adults to live the independent lives they deserve. We pursue this mission through our myPlace PACE (Program of All-Inclusive Care for the Elderly) model, which provides seamless primary care, integrated health plan coverage, personalized social engagement, and customized services delivered in the participant’s preferred place. myPlace Health is building a mission-driven team that shares our passion for redefining the way older adults experience care as they “age in place” in the community. This is a unique opportunity to take on one of our country’s most challenging healthcare problems and join a fast-growing, dynamic team as we prepare to scale our mission to serve more markets. About This Role We are seeking a motivated IT Support Specialist (Level 1) to join our growing technology team. In this role, you’ll be the first point of contact for employees who need technical support—troubleshooting hardware, software, and network issues with patience and precision. You'll play a key part in creating a smooth and responsive IT experience by resolving end-user issues, escalating more complex problems to senior engineers or subject matter experts, and ensuring timely follow-up and clear documentation. This is an excellent opportunity for someone eager to grow their skills in IT support while making a meaningful impact in a mission-driven healthcare startup. You’ll gain exposure to a broad range of tools, systems, and teams while helping keep our day-to-day operations running smoothly. If you're looking to build your IT career in a fast-paced, purpose-driven environment—we'd love to meet you. \n What Does Success Look Like In This Role? Be the frontline for tech support: Act as the first point of contact for employees experiencing IT issues involving hardware, software, or network connectivity. Provide accessible, multi-channel support: Assist users in-person, via email, chat, or remote tools—delivering helpful, responsive service wherever support is needed. Diagnose and resolve common technical issues: Troubleshoot problems related to Windows OS, Microsoft 365, Teams, and other business-critical applications. Log and track every ticket with care: Document all support interactions clearly in the ticketing system, including issue details, actions taken, and resolution steps. Escalate issues with clarity: Identify problems that require higher-level support and escalate them to senior engineers with detailed, accurate documentation. Support user access and onboarding: Set up and manage user accounts, email access, and system permissions during onboarding and offboarding processes. Configure and deploy hardware: Assist with the setup and installation of desktops, laptops, and mobile devices, ensuring smooth tech experiences for new and existing users. Triage requests effectively: Prioritize incoming support tickets based on urgency and impact, keeping workflows organized and users supported. Collaborate across IT teams: Partner with network, security, and application teams to resolve issues that go beyond first-level support. Follow up for satisfaction: Ensure each issue is fully resolved by checking in with users and closing the loop with clear communication. Perform preventive maintenance: Conduct routine tasks such as system updates, patches, and basic configuration checks to minimize future disruptions. Document knowledge for team success: Maintain up-to-date records of common issues and solutions to support consistency, speed, and continuous learning across the team. Other duties as needed: Support the IT team with additional responsibilities as assigned to ensure operational excellence and team success. What Does An Ideal Candidate Look Like? Hands-on IT support experience: 1–2 years in a help desk or technical support role, providing real-world solutions to end-users. Microsoft tech know-how: Familiarity with Windows OS, Office 365, Teams, and SharePoint, with the confidence to troubleshoot and guide users through these tools. Admin basics under your belt: A working understanding of Microsoft 365 Admin Center, Intune Admin Center, user/group permissions, and identity access management. Hardware troubleshooting skills: Experience fixing issues with Windows and Mac OS laptops, desktops, network printers, peripherals, and mobile devices like iPhones and iPads. Customer-first mindset: Strong communication and problem-solving skills with the ability to explain technical concepts clearly and patiently to non-technical users. Task-juggling ability: Comfort prioritizing multiple requests and staying focused in a fast-paced, constantly evolving environment. Familiarity with ticketing systems: Exposure to platforms like Freshservice, ServiceNow, or similar is a strong plus. Extra credit for healthcare or regulated environments: Prior experience in a healthcare or compliance-focused workplace is a bonus. The Fine Print: Schedule & Structure: This is a full-time, hourly role with a steady Monday–Friday schedule from 8:00 a.m. to 5:00 p.m—no nights or weekends required. Where You’ll Work: This is an onsite role based in Los Angeles. You may occasionally travel between our two local sites—and when you do, we’ve got you covered with mileage reimbursement. Who You’ll Report To: You’ll be supported by and report directly to our IT Manager, working alongside a collaborative, solutions-focused team. Compensation: We offer competitive pay based on your experience and the value you bring to the role. \n $28.84 - $36.05 an hour What’s In It for You? At myPlace Health, we believe that when we take exceptional care of our people, they can take exceptional care of our participants. That’s why we’ve built a comprehensive, people-first rewards package designed to support your well-being—professionally, financially, and personally. Here’s a snapshot of what you can look forward to: Competitive Pay & Total Rewards We offer a strong base salary along with a total rewards package that reflects your experience, education, certifications, and the location of your role. For onsite roles, we adjust pay based on local markets; remote roles are aligned to national pay benchmarks. Performance-Based Incentives Our industry-leading incentive plan recognizes your contributions and rewards success based on the performance of both your team and the organization. Ongoing Growth & Feedback You’ll receive two performance reviews per year (when applicable), giving you the chance to grow, reflect, and celebrate your achievements. Plan for Your Future Take advantage of our 401(k) plan with an employer match—because your future matters. Health Coverage that Fits Your Life Choose from six medical plans, with up to 80% of premiums covered for employees and 75% for dependents. More Than Just Medical We’ve got you covered with dental and vision insurance, FSA/HSA options, short- and long-term disability, basic life insurance, and additional benefits like accident, critical illness, and hospital indemnity coverage. Generous Time Off Recharge with 20 days of PTO to start, 12 paid holidays, and 2 floating holidays each year. Support for Your Learning We prioritize your professional development with a generous CME/CEU budget, dedicated time off for learning, and ongoing growth opportunities. Family Comes First Our family-friendly culture includes paid parental leave and a child care stipend to help support you at home. \n Ready to Grow With Us? If you're passionate about technology, love solving problems, and want to be part of a team that’s reimagining care for older adults, we invite you to apply. Join us and help build the IT foundation that supports compassionate, high-quality care every day. We’re excited to meet you. Your Application Please submit your resume/CV. Our Commitment to Diversity, Equity and Inclusion At myPlace Health, we value the diversity of our team members, and we are committed to building a culture of inclusion and belonging. We pride ourselves to be an equal opportunity employer. People seeking employment at myPlace Health are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law. COVID-19 Vaccination Policy At myPlace Health, we provide safe and high-quality care to our participants. To achieve this, we have a policy that strongly recommends Covid-19 vaccination to keep both our team members and participants safe. Medical and religious exemptions can be granted based upon review of proper documentation. We adhere to all federal, state, and local regulations by obtaining necessary proof of vaccination prior to employment. Beware of Scams and Fraud Please beware of scams that solicit interviews or promote jobs for opportunities that are not listed on our website or are not directly related to a job you applied for yourself. Please be advised that myPlace Health will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission by selecting the ‘Rip-offs and Imposter Scams’ option: https://reportfraud.ftc.gov/#/

Responsibilities

Act as the first point of contact for employees experiencing IT issues and troubleshoot hardware, software, and network problems. Document all support interactions and escalate complex issues to senior engineers as needed.