IT Support Specialist, Nadia Care

• 2-5+ years of IT support experience supporting a remote or distributed workforce in the healthcare field
• 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
• 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 with IAM / access management and end-to-end onboarding-offboarding processes
• Experience with ticketing systems and managing work within SLAs
• Solid understanding of endpoint security fundamentals (encryption, patching, MDM policies)
• 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 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 Specialist to join our growing team. This role owns day-to-day IT support, user lifecycle management (onboarding/offboarding), and identity & access management (IAM), with hands-on device management and light compliance support
• You'll be the go-to person for end-user technical issues across a distributed, remote-first team, while also 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, and making sure the right people have the right access at the right time
• The ideal candidate has hands-on experience with Microsoft Intune, Google Workspace administration, and IAM/access control, and thrives in a fast-paced, compliance-driven environment (SOC 2, HIPAA). You're comfortable working independently, documenting your work, and balancing reactive support tickets with proactive process improvements
• Schedule: Mon-Fri 8am-5pm ET, and as needed to respond to urgent issues
• IT Support & Operations:
• Serve as the primary point of contact for Tier 1-2 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, escalating complex issues as needed
• Maintain clear documentation of common issues, fixes, and internal how-to guides
• User Lifecycle Management & IAM:
• Own end-to-end onboarding/offboarding: bi-weekly training new hires on company systems, attend onboarding meetings, account provisioning, device setup, and access control for new hires and departing employees
• Manage identity and access management (IAM), including periodic user access reviews, role/permission assignment, and timely deprovisioning
• Apply least-privilege principles when granting or reviewing access to systems and applications
• Support SSO configuration and troubleshoot SaaS application access issues
• Maintain accurate records of who has access to what, for audit and compliance purposes
• Device, Hardware, and Endpoint Management:
• Administer Microsoft Intune (MDM) and O365 for a remote, multi-OS device fleet
• 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 via UPS or other carriers for new hires, offboarding, and repairs
• Track device inventory and assist with procurement and lifecycle management of company hardware
• Systems Administration:
• Manage Google Workspace users, groups, and settings
• Maintain and troubleshoot core SaaS tools used across the organization
• Automation & Scripting:
• Create and maintain scripts (PowerShell, Bash) to automate repetitive IT and access-management tasks
• Identify opportunities to streamline onboarding/offboarding and device provisioning workflows
• Security & Compliance:
• Support SOC 2 and HIPAA controls relevant to IT operations and access management
• Assist with audit evidence collection and enforcement of security policies
• Work closely with the CISO on access-related audit 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 are conducted on schedule, with clean, audit-ready documentation
• Tickets are resolved consistently within SLA, with a track record of clear communication back to end users
• Endpoints remain compliant, patched, and properly enrolled in Intune
• The CISO can rely on this role for accurate, timely access and compliance evidence without having to chase it down

• At Nadia Care, we value transparency and want you to feel prepared at every stage of your candidate journey. Below is our standard interview process for this role:
• Recruiter Interview | 30 minutes
• Hiring Manager Interview | 1 hour
• Executive Leadership Interview | 45 minutes
• Please note that this process is subject to change, but we will always keep you informed along the way