IT Support Lead, Nadia Care

• The ideal candidate has hands-on experience with Microsoft Intune, Google Workspace administration, IAM/access control, core security fundamentals, and thrives in a fast-paced, compliance-driven environment (HIPAA)
• You've ideally operated as the sole or senior IT resource at a startup, comfortable wearing every hat, owning ambiguous problems independently, documenting your work, and balancing reactive support with proactive process
• 4-6+ years of IT support experience, including experience as the senior or sole IT resource
• 2-3 years of experience in a startup environment
• Demonstrated experience being the “one-person IT department” handling infrastructure, security, device management, IAM, and end-user support simultaneously without a larger team to lean on
• Strong working knowledge of security fundamentals: endpoint protection, identity/access security, encryption, patch management, and security best practices in a remote-first environment
• Experience handling PHI and working in HIPAA-regulated environments
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical staff and represent IT to leadership
• Customer service experience with a deep ability to remain patient, empathetic, and reassuring when supporting our team
• Hands-on experience with Microsoft Intune
• Experience supporting both Windows and macOS environments
• Experience owning IAM / access management strategy and end-to-end onboarding-offboarding processes
• Experience with ticketing systems and managing work within SLAs
• Scripting experience (PowerShell, Bash) for task automation
• Willingness to ship, receive, and temporarily store company equipment (e.g., laptops) at their home as part of device lifecycle logistics
• Ability to work independently, own ambiguous problems, and manage competing priorities in a remote environment
• Must be based in the United States, Eastern Time Zone

Desirable

• We are seeking an IT Support Lead to own day-to-day IT operations, user lifecycle management (onboarding/offboarding), and identity & access management (IAM) for our growing, distributed team. This role goes beyond execution; you'll set the standards, own the processes end-to-end, and serve as the primary technical escalation point and the CISO's key operational partner on access and security matters
• You'll be the go-to person for end-user technical issues across a distributed, remote-first team, while owning the processes that keep access to our systems secure and audit-ready. This is a hands-on role: you'll be provisioning and deprovisioning accounts, managing devices through Intune, driving IAM strategy, and making sure the right people have the right access at the right time improvement
• Schedule: Mon-Fri 8am-5pm ET, and as needed to respond to urgent issues
• Serve as the primary point of contact and escalation lead for Tier 1-3 technical support requests via ticketing systems (e.g., HappyFox)
• Support end users across both Windows and macOS environments, including hardware, OS, and application issues
• Troubleshoot connectivity, printing, email, and general software/access issues
• Triage and resolve tickets within defined SLAs, owning escalation paths for complex issues
• Own documentation standards: maintain clear, audit-ready records of common issues, fixes, and internal how-to guides
• Own end-to-end onboarding/offboarding: bi-weekly training for new hires on company systems, attend onboarding meetings, account provisioning, device setup, and access control for new hires and departing employees
• Own identity and access management (IAM) strategy, including the cadence and rigor of periodic user access reviews, role/permission assignment, and timely deprovisioning
• Apply and enforce least-privilege principles when granting or reviewing access to systems and applications
• Support SSO configuration and troubleshoot SaaS application access issues
• Maintain accurate, audit-ready records of who has access to what
• Administer Microsoft Intune (MDM) and O365 for a remote, multi-OS device fleet
• Set and enforce security policies across endpoints, including encryption, patching, and compliance configurations
• Support and monitor Microsoft Defender across managed devices
• Handle physical logistics for company devices, including shipping/receiving equipment for new hires, offboarding, and repairs
• Own device inventory tracking and lifecycle management of company hardware, including procurement recommendations
• Manage Google Workspace users, groups, and settings
• Maintain and troubleshoot core SaaS tools used across the organization
• Build and maintain scripts (PowerShell, Bash) to automate repetitive IT and access-management tasks
• Proactively identify and drive opportunities to streamline onboarding/offboarding and device provisioning workflows
• Support HIPAA controls relevant to IT operations and access management
• Apply strong security fundamentals across endpoints, identity, and access, including encryption, patching, MFA/conditional access, least-privilege enforcement
• Assist with audit evidence collection and enforcement of security policies as needed
• Partner with the CISO on access-related security requests and remediation items
• What Success Looks Like:
• New hires are fully onboarded and productive on day one, with no access gaps or delays
• Offboarding is complete and access is revoked promptly, with no orphaned accounts left behind
• IAM access reviews run on a schedule you've defined and refined, with clean, audit-ready documentation
• Tickets are resolved consistently within SLA, with a track record of clear communication
• Endpoints remain compliant, patched, and properly enrolled in Intune
• The CISO can rely on this role for accurate, timely access and security evidence
• IT processes and documentation are mature enough that they could scale to a growing team

• Recruiter Interview | 30 minutes
• Hiring Manager Interview | 1 hour
• Executive Leadership Interview | 45 minutes