Desktop Support Specialist (Remote, Jacksonville) - Availity : Job Details

IT Support Analyst

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 12 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

The IT Support Analyst will report to the IT leadership team and serve as a key member of the user support group. This role is responsible for providing front-line technical assistance, managing support tickets through ServiceNow, and delivering remote and occasional onsite support for Windows, Mac OS, and mobile devices. Responsibilities include troubleshooting user issues, supporting conference room technology, and contributing to documentation and process improvements, with a focus on resolving most requests within 45 minutes. In order to be considered, candidates must live within a one-hour driving radius of Jacksonville, Florida.

This role requires experience in desktop or technical support, strong customer service and troubleshooting skills, and proficiency with both Windows and Mac environments. Certifications such as A+ are strongly preferred, and familiarity with ServiceNow, JAMF, and remote support tools is a plus. This role offers growth opportunities within a collaborative, technology-driven team.

Sponsorship, in any form, is not available for this position.

Location: Jacksonville, FL

Why you want to work on this team:

• You are passionate about delivering exceptional end-user support and thrive in environments where technology is used to solve real-world problems.
• You value being part of a collaborative IT team that directly impacts the productivity and success of the broader organization.
• The opportunity to provide white glove service, contribute to enterprise system management, and continuously improve IT operations aligns with your professional goals and desire to grow in a dynamic, service-oriented environment.

To be qualified for this position you:

• Have Associate's degree or equivalent work experience.
• Have 1+ years of experience in a corporate helpdesk role.
• Possess foundational knowledge of Windows Operating System Fundamentals or equivalent experience.
• Experienced troubleshooting Microsoft, Windows, Apple, and iOS systems.
• Familiar with Android/iOS mobile application management.
• Accustomed to providing technical support for operating systems, hardware, software, peripherals, and connectivity issues.
• Comfortable communicating technical information to both technical and non-technical users.
• Experience working within service level agreements (SLAs) and following documented procedures.

You will set yourself apart with:

• Additional certifications such as:
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Windows Virtual Desktop Specialty
• Apple Certified JAMF 100 or Helpdesk 1 course completion
• Hands-on experience with:
• JAMF Pro for device configuration, app deployment, MDM, and smart groups.
• Azure Cloud environments.
• Diagnosing hardware issues on Dell, Lenovo, and Apple/Mac devices.
• Strong understanding of basic networking concepts (TCP/IP, subnets, routing, OSI model).

You will be:

• Providing technical support to staff for computer systems, software, and hardwareboth in person and remotely.
• Installing, configuring, and troubleshooting Windows and Mac operating systems, workstation hardware, user applications, and computer peripherals.
• Managing and resolving tickets in a helpdesk queue, ensuring timely follow-up and clear documentation of technical issues.
• Supporting mobile devices and applications on Android and iOS platforms, including mobile device management tasks.
• Assisting with conference room technology, including connectivity and AV troubleshooting.
• Monitoring and maintaining inventory of IT equipment and peripherals.
• Following established procedures and SLAs, ensuring consistent and high-quality service delivery.
• Collaborating with senior technicians and leadership to identify and suggest improvements to systems and processes.
• Reviewing and interpreting system/application logs to assist in troubleshooting and root cause analysis.
• Utilizing tools like Microsoft O365/M365/Azure Cloud and JAMF Pro for user and device management.
• Communicating effectively with both technical and non-technical users to resolve issues and provide guidance.
• Participating in IT projects related to end-user technologies and contributing to documentation and knowledge sharing.

Availity culture and benefits:

• Availity is a certified Great Place to Work ! Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams, a Young Professionals Group, a She Can Code IT group for women in tech, and various ways to engage with fellow Availity associates.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• Don't feel like wearing business attire? Cool, you can wear jeans we are a casual place.
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits, and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds, and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter resume review
• Recruiter video interview
• Manager video interview
• Panel video interview

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role. Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Disclaimers:

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race