Support Specialist, IT Operations

We're looking for a Support Specialist to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next changemaker in cancer care?

Flatiron Health is a healthtech company using data for good to power smarter care for every person with cancer, around the world. Flatiron partners with cancer centers in the US, Europe and Asia to transform patients' real-life experiences into real-world evidence and create a more modern, connected oncology ecosystem. Our multidisciplinary teams include oncologists, data scientists, software engineers, epidemiologists, product experts and more. Flatiron Health is an independent affiliate of the Roche Group.

What You'll Do

In this role, you'll join the Information Technology Operations team and provide hands-on, real-time support for IT needs in both Flatiron's London and Berlin offices. You will work cross-functionally with the Office Operations team, local Engineers, and our U.S. IT Operations and Onboarding teams to ensure functional accuracy for all current and incoming Flatiron employees and contractors. Specifically, you will:

• Manage asset inventory and on-site equipment (server room), including laptops, peripherals, and accessories.
• Oversee asset acquisition and decommissioning including shipping, receiving, cataloguing, and vendor coordination.
• Provide in-person support for user requests, troubleshooting hardware and software issues across MacBooks, ThinkPads, Dell laptops, and desk setups.
• Demonstrate proficiency with Apple Business Manager / Apple Configurator.
• Handle user access requests for group memberships (e.g., AD, GSuite, Okta), ensuring proper permissions and security protocols are followed.
• Assist with network connectivity issues (Wi-Fi, VPN, wired), software installations, and mobile device management (MDM) for company-issued devices.
• Collaborate with Office Operations and Network Engineering teams to support in-office tasks, including conference room technology setup and troubleshooting.
• Perform routine maintenance and updates on systems, while escalating complex issues to higher-level support when necessary.
• Document and track support requests in the ticketing system, ensuring timely updates and resolution for all stakeholders.
• Onboard and offboard Berlin and London based employees, equipment, and technology access.
• Serve as the first point of contact for WiFi and connectivity issues and partner with Network Engineering and Office Operations for troubleshooting and upgrades.

Who You Are

You're a kind, passionate and collaborative problem-solver who values the opportunity to think beyond the way things are. In addition, you're an excellent communicator with strong customer service skills and a desire to continuously improve processes and technology. You have at least 2 years of experience as a member of an information technology service desk, support or operations team. In addition, you have:

• Experience with Mac operating systems, Apple Business Manager, and Apple Configurator
• Proven experience providing white-glove support within specific service levels
• A strong understanding of Networking concepts (TCP/IP Protocols, etc).
• Proficiency with Google Workspace and M365.
• The ability to troubleshoot AV equipment (Neat Bars, Zoom Rooms, etc).
• Experience with Active Directory, Okta, Slack, Google Chrome, and Zoom
• You are fluent in English (spoken and written)

Optional

• You are fluent in German (spoken and written)
• You have certifications in JAMF Pro or Apple IT Professional

Who We Are

Our people are at the centre of everything we do. We strive to foster a culture where our teammates feel equipped and empowered to make meaningful contributions with confidence, compassion, and clarity.

Flatiron Health is proud to be an Equal Employment Opportunity employer.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.