IT Support Specialist I

Location

Miami, FL (On-site, Monday-Friday)

Who We Are

At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities.

We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.

Position Snapshot

As an IT Support Specialist I, you will serve as the first point of contact for technical support, providing prompt and effective assistance to internal users experiencing hardware, software, and network issues. You will play a key role in maintaining smooth daily operations by troubleshooting problems, escalating complex issues, and ensuring users receive timely communication and resolution. This role works closely with the IT support vendor, internal users across all departments, and internal operations and Human Resources teams. The ideal candidate is detail-oriented and customer-focused, has a strong foundation in IT systems, and supports best practices. This position will report to the Head of Security Architecture.

Core Responsibilities

• Serve as the first line of technical support by responding to helpdesk tickets, emails, and calls related to hardware, software, networking, and system access issues, while providing timely updates and clear communication to users regarding ticket status and resolution timelines
• Troubleshoot and resolve basic IT problems, including the maintenance of accurate records of issues, troubleshooting steps, and resolutions, while escalating complex IT issues as needed in accordance with established protocols
• Ensure compliance with company IT policies, security protocols, and data privacy standards
• Participate in daily meetings with the IT support vendor to review open items, escalate issues, and ensure timely resolution of technical problems
• Install, configure, and maintain end-user workstations, printers, and mobile devices in compliance with company standards
• Assist in onboarding and offboarding processes by setting up user accounts, permissions, hardware, and software
• Monitor IT systems and alerts to proactively identify and address potential issues before they impact users
• Support company-wide software applications, including basic troubleshooting and end-user guidance
• Participate in routine system maintenance, updates, and patching activities as directed by senior IT staff or the IT vendor
• Assist with documentation of procedures, FAQs, and knowledge base articles for internal use

Experience and Skills

• Minimum 1-2 years of experience in a technical support or helpdesk role required
• Strong troubleshooting skills with the ability to diagnose and resolve basic hardware, software, and network issues
• Experience using ticketing systems to track, manage, and document support requests
• Excellent verbal and written communication skills with a customer service mindset
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Familiarity with Windows OS, basic networking concepts, and standard business applications
• Experience supporting user account creation, permissions, and basic system access
• Daily collaboration experience with external vendors or third-party support teams preferred
• Ability to follow standard operating procedures and escalate issues when appropriate
• High-level of attention to detail and organizational skills

Education and Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field required (Bachelor's degree preferred)
• Certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Fundamentals, or Google IT Support Professional Certificate are a plus

What We Offer

• Medical, dental, and vision benefits
• 401k retirement plan
• Aflac benefits
• Paid time off
• Professional development support

Compensation

$50,000-$60,000 depending on experience