IT Tech Support Specialist

Company: Asher Med

Job Type: Full-Time

About Asher Med

Asher Med is building the platform that empowers frontline wellness businesses to deliver personalized, human care at scale. We partner with wellness businesses to help them offer high-quality medical weight loss and health optimization services through technology, education, clinical infrastructure, and operational support. Our mission is to bridge the gap between medical and wellness through responsible growth, operational excellence, and a better patient and partner experience.

About the Role

The IT Tech Support Specialist owns frontline IT support, access management, and systems hygiene ensuring that day-to-day technical issues are resolved quickly, documented correctly, and escalated cleanly without pulling senior technical resources into routine work.

This role exists to keep Asher Med's systems usable, secure, and reliable; ensure teammates receive fast, consistent IT support; reduce operational drag from unresolved or poorly triaged issues; and maintain audit-ready records for access and systems activity. If this role is working well, the IT Lead spends less time reacting and more time on architecture, improvements, and complex issues.

What You'll Do

User Access & Lifecycle Management Own day-to-day user access requests and lifecycle changes across all systems.

• Manage application access, Slack workspace invites, and software seat assignments

• Process onboarding, role changes, and offboarding updates accurately and promptly

• Maintain up-to-date access records aligned with internal controls

• Flag access inconsistencies or security risks proactively

First-Response Support (Tier 1 Helpdesk) Serve as the first line of defense for all IT support requests.

• Meet the 2-hour acknowledgment SLA consistently

• Resolve Tier 1 issues independently: password resets, login/permission errors, software installs, and basic configuration

• Maintain a 24-hour maximum resolution time

• Communicate clearly with requesters on status, resolution, or escalation path

Bug Triage & Dev Team Coordination Gather complete, structured information for technical issues before escalation.

• Document steps to reproduce, screenshots or recordings, and affected systems and users

• Create clean, structured bug reports ready for developer review

• Follow up on open issues to ensure resolution or next steps are clear

Documentation & SOP Maintenance Convert fixes and workflows into documentation that keeps the team self-sufficient.

• Convert technical fixes into clear internal SOPs

• Maintain and update the IT knowledge base regularly

• Keep centralized IT inventory and access logs current

• Update audit-related documentation weekly for compliance readiness

System & Integration Monitoring Perform proactive daily checks to catch issues before they impact operations.

• Monitor automation and integration logs for expired API keys, auth failures, and data errors

• Perform daily checks on core systems for errors, downtime, or performance issues

• Proactively flag risks before they disrupt teams

What We're Looking For

• 1–3+ years in IT support, helpdesk, or technical operations

• Experience with user access management and troubleshooting SaaS tools

• Experience in a ticketed or SLA-driven environment preferred

• Strong attention to detail and documentation accuracy

• 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

Who You Are

You are highly organized, detail-oriented, and take pride in resolving issues quickly and documenting them well. You follow processes precisely, communicate clearly under pressure, and know when to escalate and how to do it cleanly. You are the kind of person who makes the whole team run smoother without anyone having to ask.

Benefits

• Competitive base salary and bonus structure

• Medical, dental, and vision coverage

• Equity program

• High-energy team environment with clear paths for career growth

• The chance to be part of something that genuinely changes lives

Asher Med, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.