TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
As the IT Support Lead, you'll handle the IT onboarding of all new employee hardware and software setup, provisioning, and deployment. In addition, you will guide the team in providing hands-on support for hardware and software on VC and AV systems. You'll have the opportunity to guide and mentor a team of 1-2 while ensuring exceptional IT support for all TigerConnect employees, both local and remote. You will personally get to support the C-level executives in the Santa Monica office.
This position is local-only and will require working on-site at our Santa Monica HQ office.
What You'll Be Doing:

• Oversee the troubleshooting and support for macOS and Windows 10/11 operating systems
• Provide tier 1 technical support for TigerConnect employees while maintaining defined SLA's
• Install, configure, and troubleshoot hardware, software, and peripheral components such as monitors, keyboards, printers, AV conferencing devices, and VoIP phones
• Supervise and ensure the smooth setup and deployment of all laptops, software, accounts, and peripherals for new employees
• Manage hardware inventory and keep records of system location/movements
• Review and approve documentation, maintain the knowledge base, and deliver training when needed
• Participate in and oversee the on-call rotation, supporting emergency support cases after hours
• Supervise and own all in-office technical support and equipment, including set up and support for all in-office events

What You Bring:

• 3 - 10 years of IT technical support experience, ideally within a SaaS or technology startup environment
• Proven experience in a supervisory or team lead role

• Strong verbal and written communication skills; ability to effectively communicate technical information to technical and non-technical audiences
• Excellent analysis, critical thinking, and problem-solving skills with great attention to detail and a methodical work style
• Deep knowledge of operating systems such as macOS, and Windows 10 & 11
• Solid understanding of desktop level connectivity and networking issues (LAN, WiFi, client VPN)
• Experience supporting cloud-based IT environments (Google Apps, O365, OneLogin, Zoom, etc.)

How We Pay:

• We believe in paying fairly and equitably based on a number of factors including but not limited to work experience, interview performance, internal equity, geography, and expected level of responsibilities
• We are targeting a base salary from $51,300 - $102,400

• You will also be able to participate in our annual corporate bonus program

Perks & Benefits We Offer:

• Remote-friendly with teams across the US and internationally, plus prime office space in one of the major tech ecosystems of California complete with a loaded fridge and tons of other perks
• Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
• Focus on mental and physical wellness through annual programs including reimbursements, company-wide wellness days, and volunteer opportunities
• Mission-driven team members who love what they do and go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows to allow for better patient care
• LinkedIn Learning License for you to continue self-paced learning
• Flexible time off policy for salaried employees with no limit on the number of days off

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We've been recognized as one of the Best Places to Work in Los Angeles (2024), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000's list of Fastest Growing Companies (2023).
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.