IT Support Specialist

Who You Are You are the person everyone calls when something breaks. Not because it is your job to fix it, but because you genuinely enjoy it. You look at a disconnected integration, a confused team member, or a software error and you see a puzzle, not a problem. You are methodical. You document. You build the system so the same question only gets asked once. You have probably worked inside a small or mid-sized company where "IT" meant you. You set up accounts, managed tools, troubleshot Zoom calls, figured out why the CRM was not syncing, and trained someone on software they swore they could never learn. You did not just fix things. You built the infrastructure that made everyone else more capable. What frustrates you is chaos that should not exist. A team member who cannot access their account, a tech issue that derails a patient appointment, a question that gets routed to a leader who has better things to do. You want to be the person who intercepts all of that before it becomes a distraction. The best version of this role is one where the queue stays quiet — not because issues stopped happening, but because you saw them coming and handled them before anyone noticed. That is the difference between someone who resolves tickets and someone who reduces the need for them. You are the second type. You are comfortable working asynchronously across time zones, communicating clearly in writing, and managing a ticketing queue without someone looking over your shoulder. You do not need hand-holding. You need access, clear expectations, and the trust to build it right. About bVital bVital is a regenerative medicine and wellness practice in Park City, Utah. We run IV therapy, brain regeneration protocols, and clinically developed supplement programs for patients who are serious about their health. Our team is small, focused, and technology-dependent: we run on a stack of over ten platforms and every one of them matters to the patient experience. We treat our staff with the same care we extend to our patients: real support, clear communication, and a leadership team that does not waste people's time. The Role Right now, technology support at bVital flows to the COO. That needs to change. You will take that function entirely: build the system, own the queue, train the team, and make sure no one is stuck on a tech issue longer than it takes to submit a ticket. This starts as a part-time contract engagement with clear potential to grow as you prove the model works and the needs expand. Ticketing and Support Infrastructure - Design and implement a help desk ticketing system for all team-submitted tech support requests (tool selection, setup, and documentation included). - Triage incoming tickets by urgency and complexity, resolving most directly and escalating vendor-level issues appropriately. - Track issue patterns and surface recurring problems to leadership with recommended fixes. - Maintain a living knowledge base of resolved issues and how-to guides so common questions do not become repeat tickets. Systems Management and Access - Own user account management across the bVital tech stack: provisioning, deprovisioning, and access troubleshooting. - Serve as the first point of contact for issues across all active platforms including Cerbo, GoHighLevel, Fathom, Gsuite, Zoom, Slack, and Claude. - Coordinate with platform vendors when issues require escalation. - Keep a current inventory of all tools, licenses, integrations, and vendor contacts. Team Support and Training - Provide direct support to team members who are stuck on technology, either live or asynchronously depending on urgency. - Create short how-to documentation, video walkthroughs, or reference guides for tools the team uses - Run brief training sessions when new tools are rolled out or when recurring confusion indicates a knowledge gap. Proactive Monitoring and Issue Prevention - Monitor platform integrations, automation workflows, and system health on a regular cadence — not just when something breaks. - Identify patterns in ticket history and platform behavior that signal an emerging problem and address them before they become support requests. - Run periodic check-ins on the tools the team relies on most (Cerbo, GoHighLevel, Gsuite, etc.) to catch access issues, degraded performance, or configuration drift early. - Bring a monthly system health summary to the COO: what is running well, what is showing early warning signs, and what is recommended. Integration and Workflow Support - Maintain and troubleshoot integrations between platforms, flagging when data is not flowing correctly. - Support the COO and operations team in evaluating, onboarding, and configuring new tools as the business grows. Who Thrives Here Must-haves: - Proven experience supporting a multi-platform tech stack in a small business, startup, or healthcare environment - Comfortable working across cloud-based tools: CRM, EHR, communication platforms, scheduling, and productivity software - Strong written communication: clear, direct, and helpful under pressure - Able to work independently, manage a queue, and close tickets without supervision - Reliable, responsive, and available during U.S. business hours for urgent issues Bonus points: - Familiarity with any of bVital's current tools (Cerbo, GoHighLevel, Fathom, Gsuite, Zendesk, Zoom, Slack, Claude) - Experience in a healthcare, wellness, or clinical operations environment - Prior experience building or managing a help desk system (Zendesk, Freshdesk, Linear, Notion-based systems, etc.) - Experience working remotely with a distributed team across time zones You thrive here if... - Building the system is as satisfying to you as solving the immediate problem. - You communicate proactively: if something is going to take longer than expected, you say so before anyone has to ask. - You take ownership. When something is your responsibility, it gets done. This isn't for you if... - You need a large IT team around you to do your best work. - You prefer deep specialization over broad coverage. This role requires comfort with many tools, not mastery of one. - Async, remote, independent work is not how you operate well. How You'll Be Measured 1. Ticket resolution time — issues resolved promptly, no one waiting longer than necessary 2. Escalation rate to COO — the goal is zero technology questions reaching the COO 3. Knowledge base completeness — documented solutions to recurring issues, team able to self-serve on common questions 4. System uptime and integration health — integrations monitored, issues caught before they affect patient care