IT Sr. Systems Support Specialist

Company Description

At Amwell, we're transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don't just matter—they drive real change, improving lives on a global scale.

We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry's biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care.

We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum, including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network.

For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology's role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all.

Brief Overview

The IT Sr. Systems Support Specialist will play a critical role in the Information Technology department. Specifically, the Specialist will play a critical role in supporting the company's corporate IT Infrastructure including all workstations, laptops (Mac and PC), mobile devices, telephony, servers, network and other systems. This role requires a hands-on engineer who is up to date with current technologies and is continuously striving to increase their technology expertise. The role also requires an individual that has demonstrated the ability to carry out their responsibilities with minimal supervision, acting independently and leveraging critical thinking skills to bring complex problems to a resolution. The main focus of this role will be in the deployment spaces around JAMF, SmartDeploy, Intune and patch management systems such as Automox or NinjaOne. Having the knowledge in both MAC OS MDM management, from app to policy deployment to Windows OS imaging, app deployments, and patching is key to this role. IT Sr. Systems Support Specialist must also be able to mentor and upskill junior members of the team by sharing knowledge and work tasks in a given project.  

Core Responsibilities 

• Administer all Windows and Apple Mac OS images and deployment profiles across multiple platforms, JAMF, SmartDeploy, Autopilot & InTune 
• Support IT Help Desk function which services more than 1000 end users 
• Work on IT Infrastructure projects for a 24/7 company 
• Be able to oversee a project beginning to end, working independently, and provide ongoing support/maintenance for a given project, delivering results that benefit the team and the organization 
• Ensure timely resolution of open trouble tickets and change requests (~75+ tickets per month, ~2+ projects per quarter) 
• Manage after-hours and emergency maintenance as needed by participating in on-call rotation once per ~8 week interval  
• Provide uninterrupted service on all corporate IT resources, servers and systems 
• Ability to quickly isolate issues and drive them to resolution 
• Understanding of fundamentals of Windows security and patch management best practices 
• Troubleshooting accounts in an SSO enabled environment (Azure)  
• Ability to serve as point of technical escalation for the IT team. 
• Candidates must have experience and hands-on expertise in the following areas 
• MacOS & Windows 11 & AWS VDI(VDI a plus) 
• MDT/SCCM/SmartDeploy Windows & Mac OS Image Creation and Maintenance 
• Active Directory Administration (Users and Groups)   
• Hands on  support  of MS Office 365 Suite, (Email, Calendar, Distribution groups, Teams, SharePoint/OneDrive) 
• Endpoint Protection management - Sophos Central & Rapid7 preferred 
• Basic proficiency with networking protocols including TCP/IP, SSL, VPN, DNS, DHCP 
• Be able to act as the face of IT when needed for meetings with internal users as well as vendors 
• Be able to take part in Amwell's AllHands Experience  
• Experience with Asset Management  
• Proficient knowledge of Powershell  
• Proficient knowledge of Apple Mac Terminal Commands 
• The candidate must be able to follow engineering best practices and work both independently with guidance from management to drive projects and priorities forward 
• The candidate must be security conscious and use best practices in daily work 
• The candidate must have excellent communications skills and be presentable to executives and clients 

Qualifications

• Minimum 5+ years of hands-on experience deploying OS images, apps, MDM profiles, and policy management of Windows 10, 11, and Apple MacOS 
• Experience troubleshooting Windows and Mac end-user issues 
• Industry certifications from Microsoft (MCSE, MCSM, MCITP) are preferred 
• In compliance or able to work without requiring sponsorship 
• Ability to go to local Corporate Offices 4x per Month (Once per Week) 

Do Well. Live Well. At Amwell. 

Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren't just aspirations – they are how we work, every day.  

Our people are our greatest asset. We strive to empower their growth and development not only as Amwellians but as individuals, through generous total rewards packages, a virtual-first work environment, work-life flexibility, including Summer Fridays and designated Mental Health Days, as well as opportunities to stretch and learn – to name a few. It's our people who truly differentiate us. Ask anyone and they'll tell you – you'll never work with more passionate, more driven and more caring team members.    

We champion a culture of respect and inclusion, accountability and integrity, innovation and collaboration. At Amwell, you'll do the most meaningful work of your career—improving healthcare for millions, growing alongside incredible teammates, and being valued for who you are.  

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We're a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. 

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community 

Benefits

Additional Benefits

• Medical Plan Coverage provided by Colmédica 
• Plan Coverage provided by Pan American 
• Hybrid Allowance 
• Additional Paid Time Off 
• Maternity Leave 18 weeks 
• Parental/Paternity Leave 2 mandatory weeks + 4 weeks 
• Mental Health and Resiliency 
• Virtual Second Opinion with the Cleveland Clinic Coverage 
• LinkedIn Learning 
• Rewards and Recognition 
• Service Anniversaries 
• Annual Bonus 
• Referral Program
• Amwell tuition reimbursement benefit

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