WHAT YOU'LL DOAs an IT Support Engineer at Thyme Care, you'll deliver exceptional day-to-day IT support to our fast-growing team. Your primary focus is fast, friendly help for our Care team, and you'll also support a diverse group of remote employees across the United States. You'll be a primary point of contact for internal end users and the face of our "Support Thyme" helpdesk - the person people are glad to see when something isn't working.
This role is based in our New York City office, where you'll be our onsite presence - owning the in-office IT experience while partnering with a distributed IT & Security team to support a hybrid workforce. Reporting to our IT Manager, you'll cover a broad range of work: endpoint and identity management, SaaS administration, security and access, conference-room and A/V support, networking, and everyday break-fix. Our job is to remove technical friction and put the right tools, automation, and AI in people's hands so they can do their best work for our members. Supporting a modern, fast-growing organization takes a versatile IT team that's as comfortable with security and automation as it is with white-glove support.
- Within your first sixty days on the job, we'll expect you to:
- Get to know our organization and build relationships across the team, with emphasis on our NYC office
- Partner with our People Operations Manager and IT team to drive new-hire orientation and get new employees fully onboarded
- Be a first point of contact for helpdesk tickets - in person for the NYC office and remotely for distributed teammates across the organization
- Strengthen our internal support operations with clear, well-maintained documentation, and keep device lifecycle and asset management running smoothly
- By the end of your fourth month, you will:
- Know our ticketing system inside out and consistently meet first-response and time-to-resolution targets that scale as we grow
- Lead IT onboarding for new hires so they're fully set up and productive from day one
- Own your scope within cross-functional IT projects that make the whole team more efficient - from tooling rollouts to automation
- Be the go-to onsite support in our NYC office - from configuring and troubleshooting conference rooms of every size to providing white-glove A/V support for executive and all-hands meetings. You own the office's conference-room tech: displays, Zoom Rooms, and everything that makes a meeting just work
- Administer our MDM and endpoint fleet, support telephony and softphone systems, help manage identity and access, and handle light networking troubleshooting as needed
- Help mature our IT and security posture - device compliance, access reviews, and safe, effective use of AI tools that make the team faster
WHAT LEADS TO SUCCESSPeople-first. Thyme Care's mission and members matter to you, deeply.
Experience. You have 3-5 years of IT support experience, ideally in a fast-paced startup environment. You're well versed in supporting and administering macOS and Windows, and comfortable with modern SaaS, identity, and device management - Google Workspace, Mosyle (or a comparable MDM), Cisco Meraki, 1Password, Zoom, Neat AV hardware. and Slack. You know how to deploy, configure, and maintain macOS and Windows fleets at scale, and you can hold your own on identity, access, and endpoint security. Bonus points if you script and automate routine work and use AI tools to move faster.
Customer Delight. You thrive in a customer-facing role supporting a vast array of users: from tech savvy engineers to first time tech users. You're comfortable supporting team members in person or remotely. No matter what the situation or pressure, you always maintain your composure with a warm smile and friendly invitation to return.
Effective collaboration. You build collaborative and productive working relationships that allow you to do your job well, regardless the level, location, or situation of your team member. These relationships drive business outcomes and allow us to serve our members even better.
Growth mindset. You constantly strive to implement best practices and find new ways to bring more to the table and do your job well.
Move with Purpose. You're a self-starter and don't need anyone to tell you when to do something. You're always solving problems and going the extra mile for others.
OUR VALUESAt Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose-or don't choose.
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $84,600-$94,000. The salary range could be lower or higher than this if the role is hired at another level.
We recognize a history of inequality in healthcare. We're here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve.
