Tier 1 IT Support Technician

ABOUT 10X HEALTH SYSTEM
10X Health System is a pioneering company at the forefront of the health and wellness industry, dedicated to revolutionizing the way individuals approach their personal health and well-being. With a philosophy rooted in the principle that optimal health is the foundation for a life lived to the fullest, 10X Health provides cutting-edge solutions and personalized health plans designed to empower individuals to achieve and maintain peak physical and mental performance.

The company's comprehensive approach to health combines the latest advances in medical science, nutrition, fitness, and technology to offer a suite of services that include state-of-the-art diagnostic testing, individualized treatment protocols, and ongoing support from a team of world-class health professionals. 10X Health's commitment to innovation and results has established it as a leader in the health optimization space, catering to those who strive to push the boundaries of what is possible in their health journey.

POSITION SUMMARY
The Tier 1 IT Support Technician is responsible for providing first-line technical support to employees across the organization. This role focuses on resolving day-to-day IT issues, supporting secure onboarding and offboarding, maintaining endpoint health, and ensuring technology services operate reliably in alignment with security, compliance, and operational standards.

• Provide first-level troubleshooting for hardware, software, network, and application issues
• Respond to support tickets, emails, and walk-up requests in a timely and professional manner
• Escalate unresolved issues to Tier 2 or engineering teams with clear documentation
• Assist employees with Microsoft 365, email, MFA enrollment, password resets, and access requests
• Support conference rooms, printers, and office technology

• Assist with secure onboarding and offboarding processes
• Provision accounts, licenses, and devices following approved procedures
• Ensure proper access removal and device recovery during offboarding
• Maintain accurate documentation within ticketing and asset management systems

• Configure and deploy Windows and macOS devices using MDM and security standards
• Troubleshoot endpoint performance, connectivity, and application issues
• Support mobile device setup and security configuration
• Assist with patching, antivirus alerts, and basic security remediation steps

• Follow established security policies and procedures
• Assist with MFA enforcement, least-privilege access, and identity verification
• Report suspicious activity, phishing attempts, or potential incidents immediately
• Support audit readiness activities such as asset inventory and documentation
• Help maintain alignment with CIS Controls v8.1 and SOC 2 requirements

• Document recurring issues and solutions in the knowledge base
• Follow standard operating procedures and contribute to process improvements
• Maintain professionalism and strong customer service in all interactions

• Applies structured troubleshooting to diagnose and resolve hardware, software, and access issues
• Maintains a high standard of responsiveness and organization while managing multiple support requests in a fast-paced environment
• Communicates technical concepts clearly to non-technical users, delivering a strong and professional end user experience
• Demonstrates working knowledge of Windows, macOS, Microsoft 365, and common business applications within a support environment
• Applies foundational understanding of networking concepts such as WiFi, VPN, and DNS in issue resolution
• Executes user provisioning, access management, and device setup with accuracy and attention to detail
• Operates within established security and compliance frameworks, including identity verification, least-privilege access, and incident escalation
• Collaborates effectively with Tier 2 support and engineering teams through clear documentation and escalation practices
• Contributes to knowledge base documentation and identifies opportunities to improve support processes and efficiency
• Exercises sound judgment when handling user access, devices, and sensitive systems

• 1 to 3 years of experience in IT help desk, technical support, or a similar end user support role
• Experience managing and resolving incidents within a ticketing system
• Working knowledge of Windows, macOS, and Microsoft 365 in a business environment
• Basic understanding of networking concepts such as WiFi, VPN, and DNS
• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
• Exposure to identity and device management tools such as Microsoft Entra ID, Intune, or similar platforms preferred
• Familiarity with cybersecurity best practices and working within environments aligned to frameworks such as SOC 2 or CIS Controls preferred
• CompTIA A+, Network+, Security+, ITIL, or similar certifications (or in progress) preferred
• Experience supporting regulated environments, such as healthcare or wellness, preferred

• Prolonged periods sitting at a desk and working on a computer
• Weekend availability - up to 25%