IT Support Specialist

Paragon•Lakewood, CO

7d•$75,000 - $83,000•Hybrid

About The Position

The IT Support Specialist is Paragon Behavioral Health Connections’ hands-on technology generalist and first point of contact for staff seeking technical assistance. The role manages the support ticket queue, user accounts, devices, hardware inventory, security response, office networking, phones, software requests, licenses, and IT vendors across multiple sites. The primary platform is Google Workspace, with additional support for Microsoft 365, Windows and Chromebook devices, mobile phones, VoIP, and office networks. The Chief Technology Officer is the escalation point. The position is remote-first in the Denver metro area, with work at the Lakewood office one to two days per week to prepare, wipe, and ship laptops and mobile devices. Occasional travel to other Paragon sites, up to a couple of hours away, is required a handful of times per year. The schedule is Monday through Friday during business hours, with occasional after-hours work for maintenance windows or incidents. This full-time, exempt role is suited to someone with at least two years of IT support experience seeking broader responsibilities than a Tier 1 support queue.

Requirements

At least 2 years in an IT support, help desk, or desktop support role.
Hands-on experience administering Google Workspace, including the Admin console and user and device management; familiarity with Microsoft 365.
Comfort supporting Windows and ChromeOS, with basic macOS and iOS support knowledge.
Working knowledge of networking fundamentals, including Wi-Fi, DNS, DHCP, and VPN, and of VoIP phone systems.
Understanding of security basics, including phishing, MFA/passkeys, least privilege, and device encryption.
Familiarity with HIPAA and protected health information, or ability to complete training within 90 days of hire.
Strong written and verbal communication skills, including the ability to explain technical steps to nontechnical clinical staff.
Organized and self-directed, with the ability to keep tickets, inventories, and documentation current independently.
Valid Colorado driver's license and reliable transportation for office days and occasional site visits.
Ability to lift and move equipment weighing up to about 40 lbs.
High school diploma or equivalent required.

Nice To Haves

Associate or bachelor's degree in a technology field, or equivalent experience.
Google Professional Workspace Administrator, CompTIA A+, Network+, Security+, or similar certification.
Experience with Ubiquiti UniFi, Apple Business Manager, Dialpad, or an IT ticketing system.
Basic scripting or automation experience, such as Google Apps Script or PowerShell.
Prior work in behavioral health, healthcare, or another HIPAA-regulated environment.
Experience supporting a multi-site or nonprofit organization.

Responsibilities

Own the support ticket queue by triaging, resolving, escalating, and closing tickets with clear documentation.
Troubleshoot hardware, software, printing, email, and connectivity issues for staff in person and remotely.
Guide staff through password resets, 2-Step Verification and passkey setup, and login problems.
Write short how-to guides and FAQs to reduce recurring support requests.
Create, modify, suspend, and offboard accounts in Google Workspace and Microsoft 365.
Run onboarding and offboarding checklists covering licenses, groups, shared drives, email forwarding, and device returns.
Audit inactive accounts and promptly remove access when staff leave.
Help roll out and support passkeys and multi-factor authentication across the organization.
Image, configure, deploy, and retire Windows laptops and Chromebooks.
Manage mobile devices through Apple Business Manager and T-Mobile, including line activations, suspensions, and cancellations.
Set up and support printers, monitors, docking stations, and conference-room equipment.
Maintain the hardware asset inventory and conduct periodic audits.
Securely decommission equipment, including drive wiping or destruction, and document the process.
Respond initially to phishing reports and suspicious logins by containing accounts, resetting credentials, blocking senders, and retrieving audit logs.
Gather and preserve evidence for the Security Officer during incidents.
Run routine security reports on login activity, admin changes, and external sharing, and flag anomalies.
Support HIPAA compliance by tracking vendor Business Associate Agreements and assisting with annual risk-analysis evidence.
Coordinate internet installations and moves for new or relocated offices with Comcast/Xfinity, Starlink, and T-Mobile.
Perform basic on-site network troubleshooting, including Wi-Fi, switches, and Ubiquiti UniFi.
Support VoIP and fax platforms, including Dialpad and Faxage, with user setup, call routing, and device issues.
Review requests for new software or browser extensions for security, legitimacy, and HIPAA suitability before approval.
Track software licenses and renewals and keep the systems inventory current.
Act as the day-to-day contact for IT vendors and carriers.