IT Support Lead

Nadia Care•Philadelphia, PA

4h•$70,000 - $80,000•Remote

About The Position

Nadia Care is dedicated to improving maternal and birth outcomes, particularly for underserved communities. We offer compassionate care to expectant mothers through a blend of in-home, in-person, and virtual support, addressing social needs beyond typical obstetric care. Our services include care navigation, doula support, lactation and nutrition assistance, and help with housing and transportation, all enhanced by technology for virtual engagement. We aim to build trust and provide reliable resources throughout the pregnancy, delivery, and postpartum journey. Our core values are Empathy, Collaboration, and Resilience. We prioritize the experiences of the mothers and families we serve, foster teamwork, and maintain commitment through challenges.

Requirements

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

Nice To Haves

Familiarity with least-privilege access principles
Security certifications or demonstrable security-focused project work (e.g., implementing MFA rollout, endpoint hardening, incident response)
SOC 2 familiarity
Experience with Microsoft Defender, Azure AD
Google Workspace administration experience
Experience mentoring or providing technical guidance to junior IT staff
Microsoft Endpoint Administrator
Google Workspace Administrator
CompTIA Security+
ITIL Foundation

Responsibilities

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

Benefits

Annual paid holidays off
Unlimited time off after the 90-day introductory period (for Full-Time Salaried Employees)
Three weeks of paid time off after the 90-day introductory period (for Full-Time Hourly Employees)
Medical Insurance (covering hospital, surgical, and prescription drug benefits)
Dental Insurance (covering preventive care, basic and major procedures)
Vision Insurance (covering routine eye exams and eyeglasses)
Stock Option Grant
Life Insurance
Disability Insurance (Short-term and long-term coverage)
401(k) Retirement Plan