Specialist, Technical Support

Your Impact on our Mission

Zocdoc’s most important asset is our people. As a Specialist, Technical Support, you’ll play a key role in ensuring our employees have the technology, tools, and support they need to do their best work. You’ll provide hands-on technical support to both onsite and remote employees, troubleshoot hardware and software issues across PC and Mac environments, and support critical IT operations including onboarding and offboarding, asset management, account administration, and workplace technology.

You’ll also have the opportunity to work with technologies such as Google Workspace, Azure AD, Intune, JAMF, Jira, Slack, and BetterCloud, while exploring how AI tools like Claude, ChatGPT, Codex, Glean, and Gemini can improve troubleshooting, documentation, automation, and everyday IT operations.

This is a great opportunity for someone who enjoys solving problems, delivering an excellent employee experience, and continuously learning new technologies. You’ll have the chance to take ownership of day-to-day IT support while identifying opportunities to automate and improve processes at scale—all while helping Zocdoc teams stay productive and focused on our mission to give power to the patient.

Your day-to-day is

• Work within the IT Support Team to provide excellent customer service, effective response times and expert insights into general and sometimes complex support issues.
• Working in Night shift (6 pm-3 am) Providing WFH/On-site.
• Experience in Google Workspace admin is a must.
• Supporting on-site/remote desktop computing issues (PCs/Macs) as well as submitting repair requests to manufacturers for damaged machines.
• Provides basic support and assistance for Zocdoc users in relation to a variety of software applications and hardware systems.
• Ensure quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction are adhered to.
• Assist other IT support staff with operational procedures and troubleshooting issues.
• Create and maintain detailed documentation for systems and processes managed by the Enterprise IT team, for both end-users and other IT staff.
• Communicate promptly throughout the ticket lifecycle to maintain a high level of client satisfaction by responding promptly to client requests according to published SLAs.
• Performing IT support tasks such as desk setups, inventory counts, organizing, audits, meeting room setups, etc. and other duties as assigned.
• Systems administration of core IT services (on-prem and SaaS), including process automation, configurations, and improvements within these tools.
• Work with AI tools such as Claude, ChatGPT, Codex, Glean, and Gemini to support troubleshooting, research, documentation, and day-to-day IT operations.
• Identify and use AI-powered solutions to automate repetitive/manual IT support tasks and improve operational efficiency.
• Assist with integrating approved AI tools into internal applications, workflows, and support processes while following security and privacy requirements.
• Hardware and software asset management.
• Staff onboarding and off-boarding, including machine imaging and account creation/configuration.

You’ll enjoy this role if you are…

• A self starter and have an entrepreneurial mindset
• Excited about learning new technologies
• Excited to use technology to enhance the consumer experience

You’ll be successful in this role if you have…

• Bachelor’s degree in Computer Science or related field or a mixture of IT-related certifications and relevant experience.
• 2+ years experience in a progressively responsible technical support or helpdesk role
• Strong customer service background required.
• Experience with AzureAD, Intune Endpoints 
• Ability to identify common user experience issues and analyze root causes, delivering and implementing viable solutions at scale.
• Experience with some of the following: G Suite Apps, JIRA, Confluence, Slack, and Bettercloud.
• On-site and remote desktop troubleshooting skills for PC and Mac, software and hardware.
• Proficiency with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
• Proficiency with Single Sign-On and Multi-Factor authentication.
• Familiarity with AI tools such as ChatGPT, Claude, Codex, Glean, Gemini, or similar platforms.
• Understanding of how AI can be used for technical troubleshooting, documentation, research, and workflow automation.
• Ability to use AI responsibly, validate AI-generated outputs, and identify opportunities to improve IT support processes through automation.
• Familiar with JAMF/JSS Suite.
• Scripting experience (BASH, PowerShell, or similar).

Benefits

• An incredible team of smart and supportive people
• A competitive compensation package, including attractive medical insurance
• Flexible, hybrid work environment
• Amazing perks – think catered lunch every day, Ping Pong, etc.
• Daycare reimbursement
• The chance to create a better healthcare experience for millions of patients!
• Corporate wellness programs with Headspace
• Cellphone and wifi reimbursement
• Competitive parental leave
• Sabbatical leave (over 5 years)
• Annual sponsored health check-ups
• Sponsored counselling and therapy via Betterlyf
• Competitive PTO
• Zocdoc is certified as a Great Place to Work 2022-2026