IT Support Specialist, Iterative Health

• 5+ years of hands-on IT support experience (Tier 1/Tier 2)
• Experience supporting both Windows and macOS environments
• Strong experience with remote support tools and workflows
• Professional experience with:
• Microsoft 365 administration
• Okta administration
• Microsoft Entra ID
• Solid understanding of cybersecurity fundamentals, including endpoint security and access control best practices
• Familiarity with SOC 2 expectations and working in environments with compliance requirements
• Strong troubleshooting skills: able to isolate issues quickly and escalate appropriately
• Excellent communication skills, especially in high-pressure / high-urgency situations

Desirable

• Iterative Health is seeking a skilled and dependable IT Support Specialist to provide end-user and systems support across multiple sites
• This role will report directly to the Sr IT Systems Administrator and will serve as a key IT resource supporting a growing organization of approximately 300 users
• This position is ideal for a hands-on IT professional who combines strong technical troubleshooting ability with clear, confident communication — especially when supporting VIP stakeholders and addressing cybersecurity and compliance needs (SOC 2, PHI handling)
• Provide Tier 1 / Tier 2 support for Windows and macOS users in a hybrid environment
• Troubleshoot and resolve issues across hardware, operating systems, SaaS applications, security tools, and connectivity
• Provide professional, high-touch support to all user levels, including executives and external key opinion leaders.m
• Provide remote support using Splashtop, plus phone/chat/video and in-person support as needed
• Support conference rooms and AV / meeting technology as needed
• Own end-user onboarding/offboarding workflows including:
• Laptop provisioning
• Account creation / deprovisioning
• Software deployment
• Access requests and approvals
• Provision and manage users and access in:
• Microsoft 365
• Google Workspace
• Okta
• Microsoft Entra ID
• Maintain documentation and ensure procedures are consistent and auditable
• Administer and support endpoint management systems including:
• Microsoft Intune
• Kandji
• Windows Autopilot
• Apple Business Manager
• Support endpoint security tooling such as Microsoft Defender and Bitdefender
• Track, manage, and maintain endpoint inventory lifecycle (procurement, configuration, deployment, repairs, replacements)
• Work within ITSM ticketing systems (Freshservice and/or Jira) to track, resolve, and document support activities
• Create and maintain Knowledge Base (KB) documentation and user-facing guides
• Contribute to continuous improvement of IT workflows and service delivery
• Key Projects You’ll Contribute To
• User directory audit and access validation (M365/Google/Okta/Entra)
• Endpoint inventory audit and lifecycle controls
• Creation and improvement of KB articles and internal IT documentation
• Supporting integrations or company expansion initiatives (including multi-site support)
• A successful IT Support Engineer at Iterative Health will:
• Deliver consistent, reliable support outcomes
• Communicate clearly with stakeholders (especially VIP users)
• Proactively document systems and support procedures
• Contribute to measurable improvements in security, endpoint management, and user onboarding quality
• Be dependable and accurate — matching confidence with real capability