[Remote] IT Support Specialist

Note: The job is a remote job and is open to candidates in USA. Asher Health is building a platform that empowers frontline wellness businesses to deliver personalized care at scale. The IT Support Specialist will manage frontline IT support, ensuring technical issues are resolved quickly and maintaining system hygiene.

Responsibilities

• Own day-to-day user access requests and lifecycle changes across all systems, maintaining clean and audit-ready records at all times
• Manage user access requests across systems including application access, Slack workspace and channel invites, and software seat assignments
• Process onboarding, role changes, and offboarding access updates accurately and promptly
• Maintain up-to-date access records aligned with internal controls
• Flag access inconsistencies or security risks proactively
• Serve as the first line of defense for all IT support requests, resolving Tier 1 issues independently and acting as a buffer so only validated issues reach the IT Lead
• Own first response for all inbound IT support requests and meet the 2-hour acknowledgment SLA consistently
• Resolve Tier 1 issues independently, including password resets, login and permission errors, software installs, and basic configuration
• Maintain a 24-hour maximum resolution time for Tier 1 issues
• Communicate clearly with requesters on status, resolution, or escalation path
• Gather complete and structured information for technical issues before escalation, ensuring developers receive clean, actionable bug reports
• Gather complete and accurate information for technical issues, including steps to reproduce, screenshots or screen recordings, and affected systems, users, and timing
• Create clean, structured bug reports suitable for developer review
• Ensure tickets include all required technical context before escalation
• Follow up on open issues to ensure resolution or next steps are clear
• Convert technical fixes and workflows into clear, maintainable documentation that keeps the team self-sufficient and audit-ready
• Convert technical fixes and workflows into clear internal SOPs
• Maintain and update the IT knowledge base regularly, ensuring documentation is easy to follow, accurate, and up to date
• Maintain centralized IT inventory and access logs
• Update audit-related documentation weekly to ensure readiness for compliance reviews
• Perform proactive daily checks on core systems and integration logs to catch issues before they impact operations
• Monitor automation and integration logs for common execution issues, including expired API keys, authentication failures, and data formatting errors
• Resolve simple issues independently or escalate with full context
• Perform daily checks on core operational systems to identify errors, downtime, or performance issues
• Proactively flag risks before they disrupt teams

Skills

• 1 to 3+ years in IT support, helpdesk, or technical operations
• Experience with user access management and troubleshooting SaaS tools
• Comfortable managing multiple systems and user requests simultaneously
• Able to follow SOPs precisely and identify when they need updating
• Clear written communication for tickets, documentation, and user support
• Comfortable escalating issues with complete, structured context
• 1 - 3 years in IT Support
• Experience in Loveable, Zendesk, Jira
• Strong attention to detail
• Exposure to compliance and regulatory considerations in healthcare

Benefits

• Health, Dental, Vision, PTO, and Upward Mobility within the organization
• Remote (US or International)
• Comprehensive benefits package including medical, dental, and vision coverage
• Clear paths for career growth and advancement as the company scales

Company Overview