Technical Support Specialist

About the role

The IT Support Specialist serves as the front line of support for employee technology needs across the company. This role is responsible for delivering a high-quality end-user experience by troubleshooting hardware and software issues, provisioning equipment, supporting onboarding and offboarding processes, and maintaining accurate IT asset records.

This individual will play a key role in ensuring employees have the tools, access, and support they need to be successful from day one. The ideal candidate is highly organized, solutions-oriented, technically curious, and comfortable supporting both remote and onsite employees across multiple locations.

What You’ll Do

• Serve as the primary point of contact for employee technical support requests through ticketing systems, email, chat, and in-person support
• Troubleshoot and resolve hardware, software, and connectivity issues across laptops, tablets, mobile devices, and office peripherals
• Support both Windows and macOS environments, including printers, monitors, docking stations, conference room technology, and AV equipment
• Escalate complex technical issues to Tier 2 or Tier 3 teams while maintaining ownership of the employee experience through resolution
• Monitor system alerts and assist with routine maintenance, patching, and device health checks
• Manage the full employee equipment lifecycle, including onboarding, role changes, and offboarding
• Ensure new hires have the appropriate hardware, software access, and system permissions in place before their first day
• Provision and configure laptops and devices using tools such as Jamf, Microsoft Intune, and Apple Business Manager
• Manage software licenses, application access, and device compliance with security and encryption standards
• Coordinate hardware refreshes, data migrations, and replacement cycles for aging equipment
• Oversee shipping and receiving of IT equipment for remote employees, including international shipments when needed
• Maintain accurate inventory records for laptops, monitors, peripherals, spare equipment, and other IT assets
• Coordinate the recovery, cleaning, testing, and redeployment of hardware from departing employees
• Track asset movement and maintain documentation to support audit readiness and reduce inventory discrepancies
• Support account administration activities within Entra ID and Google Workspace, including password resets, permission changes, and user provisioning
• Document recurring issues, troubleshooting steps, SOPs, and employee-facing how-to guides within the IT knowledge base
• Partner cross-functionally with People Operations, Security, and department leaders to ensure a smooth onboarding and employee support experience

Who You Are

• 2+ years of experience in IT support, help desk, or desktop support roles
• Experience supporting Windows, macOS, Google Workspace, and Microsoft environments
• Familiarity with device management tools such as Jamf, Microsoft Intune, or Apple Business Manager
• Strong troubleshooting and problem-solving skills with the ability to prioritize competing requests
• Excellent communication skills with a customer-service mindset
• Highly organized with strong attention to detail and follow-through
• Comfortable working in a fast-paced, high-growth environment with both remote and onsite employees
• Experience with IT asset management, ticketing systems, and onboarding/offboarding processes preferred

Benefits & Perks

• Medical, dental, and vision coverage - 100% of the employee premium is covered by Rx Redefined.
• Professional growth - be part of a high-growth team where you’ll learn quickly and see the impact of your work.
• Unlimited PTO.

ADA/EEO: The employer will make reasonable accommodations in compliance with the American Disabilities Act of 1990. Rx Redefined provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.