[Remote] IT Support Specialist

Note: The job is a remote job and is open to candidates in USA. Asher Med is building a platform to empower wellness businesses with technology and support. The IT Tech Support Specialist is responsible for frontline IT support, managing user access, and ensuring system reliability while providing timely helpdesk services.

Responsibilities

• 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
• 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
• 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
• Convert fixes and workflows into documentation that keeps the team self-sufficient
• Maintain and update the IT knowledge base regularly
• Keep centralized IT inventory and access logs current
• Update audit-related documentation weekly for compliance readiness
• 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

Skills

• 1–3+ years in IT support, helpdesk, or technical operations
• Experience with user access management and troubleshooting SaaS tools
• 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
• Experience in a ticketed or SLA-driven environment

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

Company Overview