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IT Support Specialist - L3

1 hour, 46 minutes ago
United States
Full-time
Senior
Systems Administrator
DevOps and Infrastructure
Active Directory AWS Bash CI/CD Confluence DHCP DNS EC2 GitHub HIPAA JIRA PowerShell Python Wireshark
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LifeMD

LifeMD

LifeMD offers a comprehensive telehealth platform that connects patients with board-certified doctors for primary, specialty, and urgent care services, enabling secure online consultations and access to medications for various health conditions, includ...

Health Care Providers & Services
51-250
Founded 1994
View All Jobs 7

Description

  • Serve as the final escalation point for complex technical issues from L1 and L2 support teams through resolution.
  • Investigate and resolve critical incidents across IT infrastructure, enterprise networking, AWS cloud services, enterprise applications, and security systems.
  • Lead root cause analysis for major incidents and produce post-incident reports with corrective actions.
  • Participate in on-call rotations for Severity 1 and Severity 2 incidents outside standard business hours.
  • Perform advanced network troubleshooting, including packet capture, protocol analysis, routing, switching, firewall, VPN, and DNS/DHCP issues.
  • Administer enterprise systems such as Active Directory, Okta, endpoint management platforms, and SaaS applications.
  • Support AWS services including EC2, S3, IAM, and CloudWatch.
  • Serve as the primary Jira administrator for Jira Software and Jira Service Management.
  • Design and maintain Jira projects, workflows, permission schemes, issue types, dashboards, reports, and automation rules.
  • Develop documentation, knowledge base articles, runbooks, and SOPs to improve support operations and ITSM processes.
  • Collaborate with IT leadership, engineering, security, and operations stakeholders on incident communication, governance, vulnerability remediation, and process improvement.

Requirements

  • 5+ years of progressive IT support experience, including at least 2 years in an L3 or senior IT support role.
  • At least 2 years of hands-on Jira administration experience in an enterprise environment.
  • Advanced network troubleshooting skills, including packet capture, routing and switching diagnostics, firewall analysis, VPN diagnostics, and DNS/DHCP resolution.
  • Strong knowledge of enterprise IT infrastructure, including Active Directory, Okta, endpoint management, and AWS.
  • Expert-level Jira administration experience with Jira Software and Jira Service Management, including workflows, permission schemes, automation, and integrations.
  • Hands-on experience with AWS services such as EC2, S3, IAM, and CloudWatch.
  • Scripting proficiency in Python, PowerShell, or Bash for systems administration and automation.
  • Familiarity with CI/CD pipelines, GitHub, and DevOps toolchains as they relate to IT support.
  • Experience with ITSM frameworks and ITIL best practices; ITIL Foundation certification preferred.
  • Atlassian certifications such as ACP-120 or ACP-420 are strongly preferred.
  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
  • Prior experience in healthcare IT or a regulated industry, with HIPAA familiarity as a plus.

Benefits

  • Salary range of $80,000-$100,000.
  • Medical, dental, and vision health coverage.
  • Roth 401(k) retirement plan.
  • Basic, voluntary, and AD&D life insurance coverage.
  • Unlimited PTO policy.
  • Paid holidays.
  • Short-term and long-term disability coverage.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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