Health iPASS is hiring an IT Support Specialist II for remote internal desktop support and customer-facing SaaS troubleshooting.

Deliver remote desktop and end-user support to internal employees
Handle Active Directory user account tasks, including account creation, password resets, group assignments, and access troubleshooting
Support MFA/2FA enrollment, troubleshooting, and device changes
Install, configure, and troubleshoot common business applications and tools
Resolve hardware and peripheral issues for end users, including laptops/desktops, printers, monitors, and mobile devices
Document support cases, solutions, and IT processes for knowledge sharing
Process customer support requests via ticketing systems, email, and/or phone
Troubleshoot SaaS application issues such as login problems, configuration errors, and workflow challenges
Reproduce reported issues, collect logs and steps to reproduce, and communicate findings clearly
Escalate complex technical issues to Engineering or Product teams when appropriate
Maintain strong customer communication with timely updates and clear resolutions
Contribute to customer support documentation, FAQs, and best practices

2+ years of IT experience in desktop support, help desk, systems support, or a similar role
1+ year of customer service or support experience in a professional environment
Active Directory experience, including password resets, account unlocks, and basic administration
Experience with software installation and end-user troubleshooting
Working knowledge of MFA/2FA setup and support
Strong troubleshooting and communication skills, including explaining technical concepts to both technical and non-technical users
Ability to manage multiple requests and prioritize effectively in a fast-paced environment
Customer-first mindset with professionalism, attention to detail, and consistent follow-through

1+ year of application or software support experience, preferably supporting a SaaS platform
Experience using SQL to troubleshoot or validate application data
Experience using Postman or similar tools to test APIs and validate requests and responses
Familiarity with ticketing platforms such as Zendesk, Jira Service Management, Freshdesk, or ServiceNow
Understanding of basic networking concepts including DNS, VPN, and Wi-Fi troubleshooting

Remote role with both internal employee support and external customer-facing support
Hours of operation: 7:00 AM to 6:00 PM Central Time, with a shift assigned within that window
Occasional on-call or off-hours support may be required based on business needs

IT Support Specialist II

Job Description