IT Support Technician

About Open Fertility

Open Fertility is on a mission to make top-tier fertility care more accessible. By simplifying treatments such as egg freezing and IVF, the company helps patients move forward with confidence toward their family-building goals. The organization is growing quickly and values people who want to make a real difference in others’ lives. Its clinics are currently operating in Roseville, California and Astoria, New York, with Denver, Colorado opening soon.

Core Values

• Open Possibilities: Support patients in reaching their reproductive goals.
• Open Access: Expand access to quality fertility care for self-pay patients.
• Open Arms: Treat every patient with empathy, respect, and compassion.

Role Overview

The IT Support Technician will take ownership of both proactive and reactive technology support for doctors, nurses, medical assistants, and finance/administrative teams. This role includes periodic travel to other Open locations and requires frequent interaction with senior leaders, physicians, and a growing workforce in a busy, fast-moving environment. The position covers a broad range of support tasks across desktops, laptops, audio/video equipment, mobile devices, Meraki networking, cloud tools, and medical-specific systems and applications. It also includes on-call support and rotating weekend remote coverage.

Key Duties

• Support more than 400 employees across clinical and administrative teams with day-to-day IT needs.
• Look for better ways to improve support workflows, service delivery, and overall technology use.
• Maintain a strong customer service approach while prioritizing urgent issues carefully.
• Assist with new hire onboarding by preparing equipment, deploying systems, and running IT orientation training.
• Manage hardware assets and the procurement process, including inventory control, cycle counts, and device retirement.
• Help assess hardware and software options and contribute to IT initiatives and projects.
• Resolve issues involving LAN, WAN, VPN, Wi-Fi, print servers, and related back-office systems.
• Support and troubleshoot audiovisual conferencing systems across conference rooms and offices.
• Log, monitor, and close IT tickets promptly in line with SLA expectations while maintaining strong user satisfaction.
• Partner with external technology vendors to support service delivery.
• Collaborate with IT colleagues across remote domestic and international locations and provide coverage when needed.
• Keep documentation accurate, current, and easy for the broader IT team to access.

Qualifications

A bachelor’s degree or an equivalent mix of education and experience is required, with a bachelor’s degree preferred. Candidates should have at least 2 years of IT support experience, along with strong service orientation and customer management ability. Hands-on experience supporting Windows 10, Windows networking basics, laptops/tablets, Excel, Outlook, and the Microsoft 365 ecosystem including Exchange, OneDrive/SharePoint, and Teams is expected. You should also be comfortable troubleshooting PC hardware and software, using ticketing platforms, working with remote support tools, and supporting Meraki networks and RingCentral or a similar phone system. Success in this role requires the ability to work independently, juggle competing priorities, stay organized, plan effectively, multitask, remain flexible, and communicate clearly in both written and spoken form. Professionalism, business judgment, and strong teamwork are also important. Experience with Azure AD and Intune, prior work in healthcare or medical settings, and Microsoft certifications are all advantageous.

Schedule and Work Expectations

This is a full-time, non-exempt position. The role requires early working hours, rotating weekends, and holiday coverage. On-call support and weekend remote coverage are part of the schedule.

Compensation

The pay range for this role is $26 to $30 per hour. Final compensation depends on factors such as relevant knowledge, skill set, experience depth, and applicable certifications or degrees.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Access to BetterHelp therapy sessions
• Commuter benefits
• Discounted home, auto, and pet insurance
• 401(k) plan with up to a 4% company match
• Fertility and parental leave benefits
• Career growth opportunities in a rapidly expanding organization
• Employer-paid life insurance
• Employer-paid disability insurance

Additional Information

Applicants who do not meet every requirement are still encouraged to apply. Open Fertility is committed to equal opportunity employment and to creating a safe, inclusive workplace for people of every gender, sexual orientation, race, ethnicity, religion, ability, and background. The company also provides reasonable accommodations for candidates and employees with disabilities during the application process, interviews, job performance, and access to employment benefits and privileges.

Notice

Temporary and contract roles may not qualify for all listed benefits. A CCPA disclosure notice is referenced in the original posting.