Copy of Copy of IT Support Specialist

My Diabetes Tutor

7h•Remote

About The Position

Job Title: IT Support Specialist (Remote, 1099 Contractor) Location: Fully Remote Job Type: (Approx. 20 hours per week, 1099 Contractor) Key Responsibilities: Technical Support & Ticket Management Manage and respond to IT support tickets in a timely manner. Provide remote technical assistance to staff, resolving hardware, software, and access issues. Support users on platforms including Charm (EHR), Rippling (HRIS), Google Workspace, and Slack. Troubleshoot system issues such as login/access problems, app integration errors, and connectivity concerns. System Setup & Maintenance Configure new user accounts and ensure secure access across systems. Maintain software updates and system settings for performance and security. Assist with device setup and remote configuration (Windows and/or Mac). Security & Compliance Maintain HIPAA-compliant data security across all systems and devices used by staff and contractors. Implement and monitor multi-factor authentication (MFA), strong password protocols, and role-based access controls (RBAC). Ensure all devices connecting to company systems meet security requirements, including antivirus protection, disk encryption, and automatic updates. Regularly review and update user permissions to prevent unauthorized access to PHI (Protected Health Information). Assist with incident response procedures, including documenting and escalating potential breaches or security threats. Conduct periodic security audits, identify vulnerabilities, and recommend system improvements. Partner with leadership to maintain a culture of security awareness, including providing user guidance and reinforcing best practices. Investigate the need for additional security such as VPN service. Platform Support Provide technical guidance and documentation to help staff use key tools effectively. Coordinate with vendors or platform support teams as needed to resolve escalated issues. Process Improvement Recommend and implement workflow or IT infrastructure improvements. Document common solutions and create internal guides for staff. Performs other related duties as assigned or required to support organizational needs. Preferred Skills and Qualifications Proven experience in IT support, technical helpdesk, or similar roles Strong familiarity with Google Workspace, Slack, and cloud-based software environments Experience managing user access and troubleshooting issues in SaaS platforms Working knowledge of HIPAA compliance and remote work security best practices Experience supporting healthcare or telehealth platforms (Charm EHR experience highly preferred) Familiarity with Rippling or similar HR/payroll systems Ability to manage multiple tasks and priorities in a fast-paced environment Demonstrated ability to lead and support staff with varying levels of technical expertise, with patience and clear communication Excellent communication skills and the ability to explain technical concepts clearly to non-technical users Self-motivated, with strong organizational and time management skills CompTIA A+, Network+, or Security+ certification (a plus)

Requirements

Proven experience in IT support, technical helpdesk, or similar roles
Strong familiarity with Google Workspace, Slack, and cloud-based software environments
Experience managing user access and troubleshooting issues in SaaS platforms
Working knowledge of HIPAA compliance and remote work security best practices
Experience supporting healthcare or telehealth platforms (Charm EHR experience highly preferred)
Familiarity with Rippling or similar HR/payroll systems
Ability to manage multiple tasks and priorities in a fast-paced environment
Demonstrated ability to lead and support staff with varying levels of technical expertise, with patience and clear communication
Excellent communication skills and the ability to explain technical concepts clearly to non-technical users
Self-motivated, with strong organizational and time management skills

Nice To Haves

CompTIA A+, Network+, or Security+ certification (a plus)

Responsibilities

Manage and respond to IT support tickets in a timely manner.
Provide remote technical assistance to staff, resolving hardware, software, and access issues.
Support users on platforms including Charm (EHR), Rippling (HRIS), Google Workspace, and Slack.
Troubleshoot system issues such as login/access problems, app integration errors, and connectivity concerns.
Configure new user accounts and ensure secure access across systems.
Maintain software updates and system settings for performance and security.
Assist with device setup and remote configuration (Windows and/or Mac).
Maintain HIPAA-compliant data security across all systems and devices used by staff and contractors.
Implement and monitor multi-factor authentication (MFA), strong password protocols, and role-based access controls (RBAC).
Ensure all devices connecting to company systems meet security requirements, including antivirus protection, disk encryption, and automatic updates.
Regularly review and update user permissions to prevent unauthorized access to PHI (Protected Health Information).
Assist with incident response procedures, including documenting and escalating potential breaches or security threats.
Conduct periodic security audits, identify vulnerabilities, and recommend system improvements.
Partner with leadership to maintain a culture of security awareness, including providing user guidance and reinforcing best practices.
Investigate the need for additional security such as VPN service.
Provide technical guidance and documentation to help staff use key tools effectively.
Coordinate with vendors or platform support teams as needed to resolve escalated issues.
Recommend and implement workflow or IT infrastructure improvements.
Document common solutions and create internal guides for staff.
Performs other related duties as assigned or required to support organizational needs.