Technical Support Specialist II

THE ROLE: BUILDING THE ENGINE FOR AI TRANSFORMATION Smartly’s Operations culture is evolving. We are building an intelligent, automated ecosystem that powers our entire global organization. As a Senior Solutions Engineer, you will be the primary technical partner for our AI Transformation team. While they identify strategic AI opportunities, you are responsible for the execution—building the connectors, agents, and interfaces that allow our internal teams to leverage AI in their daily work. You will serve as a bridge between technical solutions and operational excellence. Your core responsibility involves identifying areas of inefficiency and disjointed processes ("silos") and resolving them by developing intelligent workflows, scalable internal tools, and effective code to ensure smooth, integrated operations. We are looking for a "builder" who thrives on independence and is obsessed with the "How can we do this better?" mindset. AS A SENIOR SOLUTIONS ENGINEER AT SMARTLY, YOU WILL... * Partner with AI Transformation team: Collaborate with the AI Transformation team to productize AI and automation prototypes, ensuring that new tools and agentic capabilities are successfully integrated into internal business processes. * Orchestrate Internal Automations: Build and maintain a wide variety of internal tools and workflows for most teams across the company; these solutions range from traditional API-based automations to complex AI agentic workflows. * Modernize Internal Systems: Develop and scale the internal tools and processes that enable teams to move faster, utilizing a blend of AI-driven agents and standard programmatic automations to solve operational needs. * Own the Backend: Maintain and expand our internal microservices architecture, primarily running on TypeScript and NodeJS. * Cloud Infrastructure Management: Independently manage and optimize our cloud infrastructure (we primarily use Google Cloud Platform), ensuring our internal tools and AI services are performant, secure, and scalable. * Build Service Integrations: Act as the master of APIs, integrating disparate internal and external services (Salesforce, Slack, Big Query, data warehouse etc.) to create seamless data flows for both users and AI agents. WE’RE DEFINITELY LOOKING FOR YOU IF YOU HAVE... * Innovative & Experimental Mindset: You are naturally curious and enjoy experimenting with new technologies. Our work involves frequent exploration of emerging tech stacks and AI libraries, so you should be comfortable navigating ambiguity and testing new tools. * A Builder’s Background: A versatile technical background with exposure in Software Engineering, Data Engineering, or Artificial Intelligence—with a strong track record of building diverse technical solutions, internal automations, and scalable data pipelines. * TypeScript/NodeJS Mastery: Strong proficiency in TypeScript and NodeJS (Koa/Express experience is a major plus). * AI Implementation Experience: Proven experience building and maintaining AI agentic workflows or MCPs. You know how to leverage LLM APIs (Vertex AI/OpenAI) to build practical, task-oriented agents. * Prompt Engineering: You have a deep understanding of prompt engineering techniques to produce high-quality, structured, and reliable outputs from LLMs. You can design, test, and iterate on prompts for complex agentic tasks. * API Expertise: High familiarity with REST APIs and complex service-to-service integrations. * Self-Driven Learning: The ability to dive into microservices, understand its logic, and implement modern solutions without constant supervision. * Collaborative Mindset: The ability to translate needs from most internal teams into technical requirements that solve real-world problems for non-technical stakeholders. BONUS POINTS FOR: * Automation Platforms: Experience with workflow automation tools like Zapier, n8n, or similar platforms used to build and orchestrate agentic workflows. * React Skills: Ability to build or tweak frontend admin dashboards to make your automations accessible to internal users. * AdTech Background: Familiarity with Meta GraphAPI, TikTok Ads, or Google Ads APIs. ABOUT SMARTLY Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.

JOB PURPOSE: The IT Support Specialist II (Elk Ridge) provides advanced technical support for desktop systems, Windows applications, and technology infrastructure across multiple regional locations. This role independently resolves complex technical issues, supports infrastructure projects, and serves as on-site liaison for centralized network, server, and cybersecurity teams. The position ensures operational stability while contributing to process improvement, standardization, and technical mentoring of junior support staff.   The primary goal of the IT Support Specialist II (Elk Ridge) is to support Elk Ridge’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.   The following functions and responsibilities will contribute to Elk Ridge Community Health to achieve its KEY RESULTS: 1. World Class Experience for staff and patients 2. Healthier patients and employees 3. Positive Financial Result   Job Functions: * Provides advanced desktop and Windows application support across multiple remote locations. * Diagnoses and resolves complex hardware, software, and operating system issues. * Independently manages on-site service visits and prioritizes workload effectively. * Supports Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint. * Troubleshoots wired and wireless network connectivity beyond basic user issues. * Performs advanced smart hands support for network and server equipment with minimal supervision. * Installs, racks, and cables network devices, servers, and UPS equipment as directed. * Performs imaging, software deployments, and patching activities in collaboration with remote teams. * Assists with Active Directory tasks such as account management and group membership. * Maintains accurate documentation of configurations, procedures, and asset inventory. * Collaborates closely with network, server, and security teams on escalated issues. * Provides technical guidance and informal mentoring to Level I support staff. * Identifies recurring issues and recommends improved processes or technical improvements. * Ensures compliance with company security and data protection standards. * Maintains reliable transportation and flexibility for regional travel demands.   Joint Commission Responsibilities: * Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position. * Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.   Other Duties and Responsibilities: * In support of the Mission and Vision of Elk Ridge Community Health, will at all times represent themselves as a professional role model of Elk Ridge Community Health serving as a positive informational source for members of the community. * Supports Elk Ridge Community Health by participating in community events which promote good health, and which contribute to a broader awareness and understanding of Elk Ridge Community Health and the many services provided to the community. * Participates in all appropriate health care activities related to Elk Ridge Community Health on a local, state, and national level to maintain and enhance El Rio’s image with health agencies, professional associations, and the general public. * Ensures and supports the cost-effective use of materials, supplies, and equipment by limiting waste of all organizational supplies and resources. * In accordance with policies and procedures ensures that documentation of hours worked is completed accurately, as well as signed-off/approved in a timely manner. * Employees must maintain their skills proficiency with Elk Ridge Community Health operating systems and/or software programs by adapting to changing requirements and successfully learning and demonstrating new skills in response to software, system, and program improvements or upgrades. * Performs other duties as assigned.   Qualifications: If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.   Education Level Education Details Required / Preferred   High School Diploma or G.E.D Required Or Associate’s Degree Information Technology or a related field from an accredited college or university. Preferred     Experience Experience Details Required / Preferred   3 years working experience as an IT Desktop I (or equivalent). Required And 3 years experience providing hands-on hardware and software support\maintenance on varied systems including anti-virus, malware, and encryption. Required And 3 years experience supporting Microsoft Applications (including MS Office including Word, Excel, Outlook, PowerPoint, and SharePoint) Required And 2 years experience supporting active directory and Windows Server operating systems. Required And 1 year experience supporting mobile devices, including smartphones Required And   Functional level of understanding and execution in cybersecurity best practices as it relates to system hardening. Required Or   Basic familiarity with Windows Server operating systems. Preferred Or   Understanding of the Information Technology Infrastructure Library (I.T.I.L) practices. Preferred Or   Bilingual (English/Spanish) with the ability to speak, read and write in both languages. Preferred     Licenses / Certifications Licenses / Certifications Details Required / Preferred   Fingerprint Clearance Card Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment Required   Certification Current or recent Windows Desktop operating system certification. Preferred Or Certification CompTIA A+ Preferred Or Certification CompTIA Net+ Preferred Or Certification CompTIA Sec+ Preferred Or   Transportation: * Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.   Core Competencies: * Customer/Client Focus * Technical Capabilities * Trouble shooting * Organizational Skills * Decision Making * Initiative * Problem Solving/Analysis * Team player * Compassionate Communication * Cultural Competence * Honor Patient Privacy * Service Recovery   Supervisory Duties: * None   Skills and Abilities: * Effective customer-facing and presentation skills. * Interact diplomatically and positively with patients and the public in a continuous public contact setting. * Ability to respond effectively in writing and verbally to internal and external customers. * Write grammatically correct routing business correspondence such as brief transmittal memoranda * High level of knowledge with MS Office (Word, Excel, and Outlook) and Internet. * High level of working knowledge of Windows and IOS operating systems. * High level of working knowledge with Office 365 products. * High level of working knowledge with Anti-virus, Malware, and encryption. * Ability to apply concepts such as fractions. Percentages, ratios, and proportions to practical situations. * Ability to multi-task and maintain a professional composure in stressful situations. * Excellent organizational and time-management skills. * Ability to interact with persons of various social, cultural, economic and educational backgrounds for the purpose of providing exceptional guidance and customer service.   Workforce Environment/Physical Demands:   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demand N/A Rarely Occasionally Frequently Constantly Seeing         X Sitting       X   Standing       X   Talking       X   Walking       X     The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working Conditions N/A Rarely Occasionally Frequently Constantly Vision Strain         X Weather   X       Temperature   X       Muscular Strain X           Additional Information: This job description has been reviewed to ensure that the minimum functions and basic duties have been included to successfully perform the duties, tasks, assignments, and responsibilities of this position. Additional functions, duties, tasks, or requirements may be assigned by leaders as deemed appropriate to meet organizational operations. The job functions and responsibilities align with Elk Ridge Community Health’s Cultural Beliefs:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Elk Ridge Community Health does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age 40 and over, disability, genetic information, military status, ancestry, marital status, familial status, or any other status protected by law or regulation.   It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.   All employees are required to undergo drug testing prior to employment and  will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.   Elk Ridge Community Health is a Non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards.