Health IT Specialist - Remote Position

About Thorlabs

Thorlabs is a global leader in designing and manufacturing photonics components, instruments, and systems, leveraging light-based innovations to advance various industries. With a workforce exceeding 3,000 employees worldwide, the company supports cutting-edge research and real-world applications. Thorlabs emphasizes innovation, quality, customer satisfaction, diversity, inclusion, continuous learning, and provides a dynamic, collaborative, and growth-oriented workplace.

Role Overview

The IT Specialist I plays a crucial role within the IT team, ensuring smooth delivery and maintenance of IT services for users and production systems. Responsibilities cover endpoint management, cloud and application services, printing, A/V equipment, collaboration tools, telephony, and network support. The role involves using the IT Service Management system to handle, prioritize, and resolve service requests while meeting SLAs. Close teamwork with Network, Cloud, Systems, and Database groups is essential to plan and support IT solutions aligned with business goals.

Key Responsibilities

• Manage and prioritize service tickets through the Halo ITSM system.
• Troubleshoot network, cloud app, printing, scanning, and endpoint device issues.
• Deploy, maintain, and secure endpoint operating systems, hardware, and software.
• Accurately document incidents and resolutions in the ITSM platform.
• Coordinate with inventory and procurement for repairs, replacements, and updates.
• Support software and security inquiries, monitor A/V equipment, and assist with software configuration.
• Provide onboarding assistance and training on IT resources and security protocols.
• Contribute to IT knowledge base development and participate in team improvement activities.
• Ensure compliance with company standards and policies.
• Perform physical tasks such as stooping, kneeling, climbing as needed.
• Support ITAR projects and provide off-hour support including nights and weekends.

Candidate Requirements

• Associate degree in Computer Science, IT, or equivalent practical experience.
• Strong customer service and stakeholder management skills.
• Sound knowledge of networking concepts, A/V IT hardware, printing, scanning, Active Directory and Azure AD with permissions management.
• Experience providing remote user support and multi-platform technical assistance.
• Familiarity with incident reporting, problem analysis, and request management preferred.
• Ability to work flexible hours to meet business demands.
• Excellent communicator with attention to detail and team collaboration skills.

Employee Benefits

• Comprehensive medical, dental, and vision insurance plans.
• Company-provided life insurance.
• Generous paid time off policy.
• 401(k) retirement plan with company contributions.
• Tuition reimbursement and career development programs.
• Wellness initiatives and employee discount programs.
• Supportive and inclusive work environment encouraging professional growth.

Equal Employment Opportunity

Thorlabs is committed to diversity and inclusion, offering equal employment opportunities to all qualified individuals regardless of race, color, religion, gender identity, sexual orientation, national origin, disability, age, veteran status, or other protected characteristics.