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Zocdoc is a leading digital health marketplace helping millions of patients find and book healthcare appointments. As a Technical Support Specialist, you will be a key member of the IT Support Team, providing hands-on technical support to Zocdoc employees across on-site and remote work environments.
Your primary responsibilities include:
- Deliver excellent customer service and expert technical support for general and complex IT issues, working night shift (6 PM–3 AM) from the Pune office
- Provide desktop support for both PC and Mac environments, troubleshooting hardware and software issues
- Administer Google Workspace and manage user accounts, including onboarding/offboarding, machine imaging, and account creation
- Support critical IT operations including asset management, inventory audits, and desk setups
- Manage systems administration for core IT services (on-premises and SaaS), including Azure AD, Intune, JAMF, Jira, Slack, and BetterCloud
- Create and maintain detailed documentation for systems and processes for both end-users and IT staff
- Respond promptly to support tickets according to published SLAs, maintaining high client satisfaction
- Identify common user experience issues, analyze root causes, and implement scalable solutions
- Leverage AI tools (Claude, ChatGPT, Codex, Glean, Gemini) to enhance troubleshooting, documentation, and automation
- Identify opportunities to automate repetitive IT support tasks and improve operational efficiency
- Assist with integrating approved AI tools into internal workflows while maintaining security and privacy standards
- Support hardware and software asset management and manufacturer repair requests
You will work within a collaborative IT team focused on enabling Zocdoc employees to stay productive and focused on the company's mission to improve healthcare access.
REQUIREMENTS:
- Bachelor's degree in Computer Science or related field, OR a combination of IT-related certifications and relevant experience
- 2+ years of experience in a progressively responsible technical support or helpdesk role
- Strong customer service background required
- Experience with Google Workspace admin (must-have)
- Experience with Azure AD and Intune Endpoints
- On-site and remote desktop troubleshooting skills for PC and Mac (hardware and software)
- Proficiency with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
- Proficiency with Single Sign-On and Multi-Factor authentication
- Experience with some of the following: G Suite Apps, JIRA, Confluence, Slack, BetterCloud
- Familiarity with JAMF/JSS Suite
- Familiarity with AI tools such as ChatGPT, Claude, Codex, Glean, Gemini, or similar platforms
- Understanding of how AI can be used for technical troubleshooting, documentation, research, and workflow automation
- Ability to use AI responsibly, validate AI-generated outputs, and identify opportunities to improve IT support processes
- Scripting experience (BASH, PowerShell, or similar) preferred
- Ability to identify common user experience issues and analyze root causes, delivering viable solutions at scale
