Back to jobs
New

IT Support Specialist (Hybrid)

San Francisco Bay Area, CA (Hybrid)

IT Support Specialist @ Midi Health: 🖥️🤝

(Focus: Customer Experience & End-User Support)

The Role

We are looking for a service-oriented IT Support Specialist to join our team. While technical aptitude is important, your ability to communicate with empathy and patience is paramount. You will be the “face” of our IT department, ensuring that employees feel supported, heard, and empowered to do their best work.

If you are a problem-solver who takes pride in turning a frustrated user into a happy one, we want to hear from you.

This job is “HOT”: 🔥

● Be the frontline representative of the IT team and employee experience
● Deliver high-touch, white-glove support to internal users
● Make a direct impact by helping employees do their best work

Business impact: 📈

First Line of Defense: Serve as the primary point of contact for incoming IT queries, prioritizing a high-touch, “white-glove” customer service experience.

Translate “Tech” to “Human”: Troubleshoot hardware and software issues while explaining solutions to non-technical colleagues in clear, jargon-free language.

Onboarding Experience: Create a welcoming Day 1 experience for new hires by ensuring workstations, accounts, and software are fully set up before arrival.

Lifecycle Management: Manage inventory and procurement for equipment, handling the full lifecycle from purchasing for new hires to offboarding and reclaiming gear from departing users.

Problem Solving: Diagnose and resolve computer system and software issues promptly while complying with established service standards.

Knowledge Sharing: Document troubleshooting steps and resolutions to build a helpful knowledge base for both the IT team and end-users.

Collaborate & Secure: Partner with the broader IT team to implement infrastructure improvements and ensure users follow security protocols without impacting productivity.

What you will need to succeed: 🌱

Customer Obsession: Exceptional interpersonal skills with the ability to remain calm under pressure and de-escalate stressed users.

Communication: Strong written and verbal communication skills with comfort teaching others how to use technology.

Experience: 2+ years of experience in a customer-facing role (e.g., IT Helpdesk, Client Services, Hospitality, or Customer Success).

Autonomy: Ability to work independently in a fast-paced environment while knowing when to escalate complex issues.

Problem Solving: Natural curiosity to understand how systems work and how to fix them when they break.

Tools you will use: 🛠️

Productivity & Collaboration: Google Workspace, Slack, Zoom, Notion
Identity Management: JumpCloud
Specific Software: Experience supporting Athena
Hardware Environment: Comfort supporting both PC (Windows) and Mac (macOS) hardware
Frameworks: Familiarity with ITIL framework or similar ticketing workflows
Education: Bachelor’s degree in a related field or equivalent combination of education and experience

Work Location & Schedule 🗺️

This is a hybrid role.

  • One day per week onsite in San Francisco is required

  • One day per week onsite in Palo Alto is required

  • Remaining workdays may be remote

What we offer: 🌟

● Hybrid work environment with a mix of onsite collaboration and remote flexibility
● Competitive compensation
● Benefits including medical, dental, vision, and 401(k)
● Opportunity to work closely with cross-functional teams in a growing healthcare technology company

 

Please note that all official communication from Midi Health will come from an @joinmidi.com email address. We will never ask for payment of any kind during the application or hiring process. If you receive any suspicious communication claiming to be from Midi Health, please report it immediately by emailing us at careers@joinmidi.com.

Midi Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Please find our CCPA Privacy Notice for California Candidates here.

Create a Job Alert

Interested in building your career at Midi Health? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Phone
Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Education

Select...
Select...

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Midi Health’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.