IT Support and Systems Specialist

Ellenhorn LLC•Arlington, MA

2d•Hybrid

About The Position

The Dow Collective is seeking a hands-on, strategic, and forward-thinking IT Support and Systems Specialist to manage day-to-day technology needs across multiple business entities. This role is both on-site and remote, requiring someone who can quickly solve technical issues and proactively improve systems and processes. This is a part-time, hourly, in-office position requiring 15-20 hours per week. The Dow Collective is a Management Service Organization providing administrative resources to Mental Health Programs to streamline processes so that clinicians can focus on clinical work. This person will be the go-to resource for employee tech support, device setup, troubleshooting, and long-term IT planning with our contracted IT company.

Requirements

3+ years of experience in IT support, systems administration, or a similar role
Strong knowledge of MacOS and Windows environments
Experience supporting both on-site and remote users
Familiarity with networking basics, device management, and security best practices
Excellent problem-solving and communication skills
Ability to work independently and manage multiple priorities

Nice To Haves

Experience supporting multi-location or multi-entity businesses
Knowledge of MDM tools, VPNs, and endpoint security
Prior startup or high-growth company experience
Associate or Bachelor’s degree in computer science, information technology, or related field
Problem-solving skills on both strategic and functional levels
Commitment to company values and philosophy
Excellent interpersonal and communication skills
Strong team player, flexibility, and creativity

Responsibilities

Provide on-site IT support in Boston and New York offices
Deliver remote support for employees in Los Angeles and other out-of-state locations
Troubleshoot and resolve hardware, software, and network issues for Mac and Windows systems
Respond promptly to help requests and technical emergencies
Coordinate IT needs with the contracted IT company to maintain HIPAA compliance, tech updates, and staff needs with the Director of Administration
Set up, configure, and distribute new employee devices (tablets, laptops, phones, etc.)
Maintain Google groups, chats, and drives with current employee lists
Manage onboarding and offboarding technology processes (retrieving and wiping old devices)
Maintain inventory of devices, licenses, and IT assets
Ensure proper security configurations on all company devices
Manage user accounts, permissions, and access across platforms (email, QuickBase, etc.)
Support and optimize Google Workspace with the Director of Administration
Coordinate with vendors and service providers (Wifi companies, phone company, etc.) as needed with the Director of Administration
Work alongside the Director of Administration as the privacy officer with HIPAA compliance company
Renew SSL certificates 30-90 days before expiration
Manage phishing protocols
Enforce strong password and two factor authentication policies
Maintain a system for archiving HIPAA documentation within email system
Identify opportunities to improve systems, workflows, and security
Recommend and help implement scalable IT solutions as the business grows
Develop documentation, best practices, and IT policies with the Director of Administration
Proactively plan for future technology needs across all locations