AI Tutor, Web Design
x.ai
MacOS
Desktop and Application Support Analyst
Plutus Health Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
JavaScriptMacOS
About the role
- 30% - Application support (including Microsoft business suite and internally developed applications) to staff and contract medical coders when AI fails to provide adequate answers (currently 85% of tickets are resolved by AI).
- Find, develop and curate articles and documentation that serve as a basis of knowledge for our AI support system.
- Manage and tune our support tools by identifying common user intents, determining the optimal user experience, define internal processes, and implement updates in support tooling, SOPs, workflows and documentation.
- 25% - Desktop Support - Provide tier-1 and tier-2 desktop support for our Windows 11 and macOS fleet of remotely devices; provide staff with resources to help them more effectively use their devices; occasionally interface with customer hospital systems to debug technical issues.
- 30% - IT operations - Be the primary manager of our fleet of Windows 11 workstations and Microsoft business applications; ensure devices are configured securely, kept up to date, and users can access applications, systems and data needed to perform their roles.
- 15% - Tactical and strategic - Support team planning including identifying gaps and failures in existing processes, areas for improvement, and aiding in establishing quarterly and annual team objectives and KPIs that align with company goals.
Requirements
- 4+ years of demonstrated tactical or operational Desktop and Application support experience.
- Strong working knowledge of Windows device management and Microsoft business applications (Entra, Intune/Endpoint Manager, Teams, Exchange, SharePoint, etc).
- Extensive experience debugging Windows issues, knowledge of PowerShell, and familiarity with common Microsoft and third-party debugging, logging and management toolchains.
- Experience with macOS mobile device management is ideal, but we can provide some on-job training if needed.
- Excellent written and oral communication skills.
- Endless patience for people but no patience for bad processes or repetitive mundane drudgery.
- Ability to be empathetic to end-users while not becoming too invested as well as the ability to provide (sometimes uncomfortable) feedback.
- Experience building, maintaining and following defined processes to ensure a consistent user experience and smooth operations.
- Experience managing support operations, defining support standards and metrics, and other generally support experience is a plus.
- General knowledge and interest in how AI tooling (e.g. LLMs, RAG, MCP) can improve business operations.
