IT Support Engineer

About then Role:

We’re looking for an IT Support Engineer who is motivated by our mission to unlock transformational healthcare outcomes.  To simplify the healthcare experience for employers and members, we have created a single digital platform across medical, pharmacy benefits & virtual care. 

As an experienced IT Support Engineer, you will be responsible for managing and resolving IT service desk tickets in a timely and efficient manner. Your role will include diagnosing and troubleshooting hardware and software issues, updating and tracking incidents through the ticketing system, and ensuring proper documentation of all support requests. You will also escalate complex issues to relevant teams, maintain communication with end-users throughout the resolution process, and contribute to improving service desk processes and knowledge base resources.

WHAT YOU’LL DO:

• Provide end-user support for macOS devices (iMacs, MacBooks) for remote users and for high-demand, call center environments in Denver and Dallas, managing hardware and software issues through the service desk ticketing system.
• Diagnose, troubleshoot, and resolve issues related to wireless network connectivity, Mac-specific hardware/software, and common cloud/SaaS systems (Okta, Jamf, Google Workspace, Jira).
• Respond to service requests with professionalism, empathy, and composure, particularly for stressed or escalated users.
• Maintain timely and accurate documentation of issues, solutions, and root causes.
• Educate users on best practices, security, and efficient use of Mac hardware and applications.
• Escalate complex issues to appropriate teams while ensuring clear, consistent user updates.
• Support onboarding/offboarding processes, including provisioning via Jamf and access/user account setup in Okta and Google Workspace.  
• Collaborate with IT, HR, and call center leadership to continuously improve technical and operational processes and knowledge resources.

WHO YOU ARE:

• Associate’s or bachelor’s degree in a technical field or equivalent work experience.
• 3+ years of IT support experience in a macOS enterprise environment (high-volume service desk preferred).
• Demonstrated ability to maintain professionalism, empathy, and composure while assisting end-users in a fast-paced environment, responding effectively to high-pressure and escalated service desk situations.
• Extensive knowledge of Mac hardware and peripherals. 
• Experience with some of the following:  JAMF, Okta, Jira, Google Workspace, remote access tooling, enterprise computer management, and productivity software.
• Networking knowledge sufficient to support locations with wireless networks and remote workers. 

SALARY (BEFORE BONUS POTENTIAL):  $70,000 - $100,000

Offer amounts for both remote and in office roles are influenced by geographic location.

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. 

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with a satellite offices in Dallas and Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:

1) We are human, first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4) We cultivate grit
Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is Proudly an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.