At Vault, we believe quality healthcare is a human right. Our mission is to make better health outcomes more accessible and affordable for everyone. Our platform makes this possible by bringing remote diagnostics and specialty care to patients in their homes, on their home screens, and within their hometown communities— wherever they choose. We are reimagining the 21st century healthcare experience for patients, practitioners and providers—making the promise of better health more attainable through our end-to-end healthcare platform.
About the opportunity
You'll create and maintain a reliable technical infrastructure and support processes and teams to effectively serve the customer community. This may include running, maintaining, and troubleshooting systems, SaaS tools, and/or desktop environments; responding promptly and effectively to customer problems and either directly resolving the problems or escalating to the appropriate resource and monitoring its effective resolution. You'll provide work direction to IT staff and review work as needed.
Oversees the response to requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as the senior escalation point for all requests and incidents.
Provide hands-on assistance for difficult or high impact technical issues
Develops continuous improvement program for service desk, asset management, incident and problem management functions.
Meets scheduled milestones to ensure project/program objectives are met in a timely manner.
Performs other duties as assigned.
5 years of experience in an IT support/engineering leadership position
Bachelor's degree, preferred, not required
Hands-on IT support experience in a mixed Windows/Apple computer environment.
Extensive hands-on experience with JAMF Pro, JIRA (administration, customization & workflows) and Microsoft365 (Azure AD, Azure EM&S)
Experience configuring SAML for SaaS applications using Azure AD as an IDP
Solid project management experience
Comfortable working in a remote position with a distributed team
Understanding of the troubleshooting process and troubleshooting best practices
Ability to work under pressure to meet targets and deadlines
Ability to work in a fast paced environment and adapt quickly to change
Highly service oriented, champion for change, excellent crisis management skills, team member development
Proactive, wants to build relationships with the business and help them have the best user experience
Vault Health is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, disability, or veteran status.