It Support Specialist

IT Support Specialist

Help Desk & End-User Support

Position

IT Support Specialist (Help Desk)

Department

IT / Help Desk

Location

Noida (on-site)

Employment Type

Full-time

About XpertDox

XpertDox is a healthcare AI company building XpertCoding, an autonomous medical coding automation platform. Our IT team supports a fast-moving environment spanning employee workstations, day-to-day productivity software, internal applications, AWS cloud infrastructure, an on-premise production fleet, and networking across our US (Scottsdale) and India offices.

Position Summary

We are looking for an IT Support Specialist to be the frontline help desk resource for the organization. This person keeps employees productive: setting up and troubleshooting laptops and workstations, resolving Windows, Microsoft Office (especially Excel), and Google Workspace (especially Sheets) issues, and learning our internal applications well enough to answer user questions and resolve day-to-day issues. The role also covers hardware, networking, and asset support, with escalation of complex infrastructure issues to senior technical staff. Comfort working in a HIPAA-regulated environment is essential.

Key Responsibilities

• Workstation setup: Set up, configure, and maintain employee laptops and workstations, including OS installation, software provisioning, and Google Workspace / GCPW enrollment
• Hardware support: Diagnose and resolve hardware issues on laptops, desktops, printers, monitors, and peripherals
• Software and productivity support: Troubleshoot Windows and macOS issues and everyday productivity software, with strong hands-on support for Microsoft Office (especially Excel) and Google Workspace (especially Sheets): formulas, file recovery, formatting, sharing, and sync problems
• Internal application support: Learn XpertDox internal applications (BI platform, ticketing, and other internal tools) and act as first-line support for employee questions and issues, reproducing problems and escalating confirmed application bugs to the relevant product or engineering team
• Ticketing: Respond to and resolve tickets in the internal ticketing system within defined response targets
• On/offboarding: Provision and deprovision hardware, accounts, and access during onboarding and offboarding, coordinating device management through NinjaOne and account setup through Google Workspace
• Networking and connectivity: Troubleshoot connectivity issues across Wi-Fi, VPN, and basic network devices (routers, switches, firewalls) under guidance from senior IT staff
• Remote access: Support remote-access reliability for the India team, including RDP gateway sessions, VPN connectivity, and MFA enrollment and troubleshooting
• Asset and vendor management: Track IT assets, including hardware inventory, warranties, and vendor RMAs, and coordinate with vendors and RMM tooling (NinjaOne) for repairs, replacements, and license management
• Escalation: Escalate complex infrastructure issues (servers, cloud systems) to the appropriate technical lead
• Documentation: Build and maintain documentation and a knowledge base for common issues, fixes, and standard operating procedures
• Compliance: Handle equipment touching sensitive systems in line with company data security and HIPAA IT policies, including Bitdefender endpoint protection and Safetica DLP controls

Required Qualifications

• 1 to 3 years of experience in a help desk, technical support, or IT support role
• Strong working knowledge of Windows and/or macOS operating systems
• Proficiency with Microsoft Office (especially Excel) and Google Workspace (especially Sheets), including troubleshooting end-user issues
• Hands-on experience troubleshooting PC hardware (motherboards, RAM, storage, peripherals)
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, VPN, Wi-Fi troubleshooting)
• Ability to quickly learn unfamiliar and internal applications and support end users on them
• Familiarity with ticketing systems and IT asset management
• Ability to prioritize and manage multiple support requests simultaneously
• Strong communication skills and the ability to explain technical issues to non-technical staff

Preferred Qualifications

• Advanced Excel or Google Sheets skills (pivot tables, complex formulas, macros)
• Experience with RMM tools such as NinjaOne
• Experience administering Google Workspace, SSO, or MFA platforms such as Duo
• Basic scripting or automation experience (PowerShell, Bash, Python)
• Experience in a healthcare or regulated data environment
• CompTIA A+, Network+, or equivalent certification

What Success Looks Like

• Fast, reliable resolution of hardware, software, and internal-application tickets within response targets
• Employees stay productive, with quick help on Windows, Excel, Google Sheets, and internal tools
• Ramps quickly on internal applications and becomes a trusted first point of contact
• Reduced downtime through proactive maintenance and monitoring
• Clear documentation that reduces repeat issues
• Dependable remote-access and workstation support for both the US and India teams

This job description is intended to convey information essential to understanding the scope of the role and is not an exhaustive list of responsibilities.