IT Support Specialist

Nadia Care • Boston, MA

1h • $60,000 - $70,000 • Remote

About The Position

Nadia Care is dedicated to improving maternal and birth outcomes, particularly for underserved communities. We aim to provide meaningful and compassionate care to expectant mothers by reimagining maternity care delivery. Our mission involves building trust-based engagement and offering wrap-around support, both in-person and virtually, to ensure a successful pregnancy journey. We assist members with care navigation, doula support, lactation, nutrition, housing, transportation, and other needs, leveraging technology for virtual engagement. Nadia Care complements, rather than replaces, obstetric care by addressing health-related social needs not typically covered by doctors' offices. Our core values are Empathy, Collaboration, and Resilience, emphasizing the experiences of mothers and families, mutual support, and adaptability in a changing environment.

Requirements

• 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

Nice To Haves

• Familiarity with least-privilege access principles
• SOC 2 familiarity (nice to have, not required)
• Experience with Microsoft Defender, Azure AD
• Google Workspace administration experience
• Microsoft Endpoint Administrator certification
• Google Workspace Administrator certification
• CompTIA Security+ certification
• ITIL Foundation certification

Responsibilities

• 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
• 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
• 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
• Manage Google Workspace users, groups, and settings
• Maintain and troubleshoot core SaaS tools used across the organization
• Create and maintain scripts (PowerShell, Bash) to automate repetitive IT and access-management tasks
• Identify opportunities to streamline onboarding/offboarding and device provisioning workflows
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed