IT Support & Systems Specialist

Innovative Care Management, Inc.•Portland, OR

10d•Hybrid

About The Position

ICM is hiring an IT Support & Systems Specialist to provide frontline technical support and help manage the full lifecycle of user-facing IT systems—from procurement and device preparation to onboarding, maintenance, and offboarding. This role is primarily remote, but includes recurring on-site responsibilities such as hardware staging, inventory handling, and in-person support for hybrid staff. You’ll play a critical part in ensuring our systems remain secure, compliant, and well-documented while supporting core IT operations such as endpoint health monitoring, asset tracking, reporting, and phone system administration. Because this role is often the first line of response during time-sensitive issues, we’re looking for someone who brings strong ownership, responsiveness, and follow-through—someone who can stay calm under pressure and consistently deliver reliable support. In addition to day-to-day support, you’ll partner closely with the IT Manager to maintain and enhance ICM’s cloud and endpoint environment. This position is well-suited for someone who enjoys problem-solving, has strong troubleshooting discipline, and naturally looks for ways to improve systems through automation-first workflows (scripting, device management, RMM tools, and modern provisioning solutions). This role is 70–80% remote, with recurring in-office responsibilities based out of our Milwaukee, Oregon office. Candidates must be able to reliably commute to the Milwaukee office as needed for hardware staging, inventory handling, and occasional in-person support.

Requirements

2+ years in technical support or systems administration
Experience with modern ITSM and remote monitoring platforms (ticket handling, asset tracking, patch automation, system health monitoring)
Proficiency with endpoint protection and device management (threat detection, remediation, compliance enforcement)
Strong knowledge of Windows administration (profiles, networking, remote access, recovery)
Competence in Microsoft 365 administration and troubleshooting (Exchange Online, Teams, SharePoint, OneDrive)
Ability to navigate the Microsoft Azure portal to locate user/device records and interpret sign-in/audit logs (with guidance)
Familiarity with vulnerability scan results and coordinating remediation within defined thresholds
Working knowledge of endpoint security tools and responding to suspected business email compromise (BEC)
Strong organization and attention to detail (especially in documentation, inventory, and backend system tasks)
Excellent written and verbal communication skills; able to translate technical concepts for non-technical users
Strong ownership and follow-through; ability to manage multiple priorities and meet deadlines independently
Professional discretion and ability to manage confidential information in compliance with HIPAA

Nice To Haves

Experience assisting with Azure policy/configuration changes
Proficiency with Microsoft Intune (enrollment, Autopilot provisioning, configuration profiles, compliance policies)
Experience with PowerShell automation and diagnostic scripting
Understanding of identity and access management within Microsoft Entra ID (conditional access, group membership strategy)
Familiarity with Huntress, Microsoft Defender, Intune, Qualys
Experience with FreshService (ticketing/asset tracking/service requests) and NinjaOne (remote support/patch automation/monitoring)

Responsibilities

Serve as the first point of contact for technical issues through our IT service management system, chat, and phone
Deliver friendly, professional support that helps staff feel valued and confident
Document troubleshooting steps and outcomes thoroughly; escalate complex issues with clear notes and context
Identify recurring issues, recommend repeatable solutions (including automation), and proactively share patterns with the IT Manager
Plan and coordinate hardware purchases to meet staffing needs, managing orders from request through delivery
Receive, label, and record equipment in the IT service management system to ensure accurate inventory tracking
Provision user accounts, configure and ship devices, and coordinate logistics so new employees are fully ready on day one
Meet with new hires to verify technology readiness and ensure a smooth start
Disable accounts, recover/reimage equipment, and update inventory/system records to ensure secure, compliant offboarding
Monitor device health and security compliance using centralized tools; remediate failed patches and coordinate with developers on configuration conflicts or vulnerabilities
Manage cloud-based provisioning and identity management (device configuration policies, group assignments, etc.)
Use scripting and automation to enforce policies and streamline lifecycle tasks
Administer and support the organization’s phone system, including user provisioning and access management
Troubleshoot and escalate call quality, voicemail, app, and Teams-related issues with vendor support, ensuring timely resolution and documentation
Plan and execute hardware refreshes, migrations, and other IT deployments
Coordinate equipment swaps, application transitions, and configuration changes with minimal disruption
Track project timelines, communicate updates, and resolve roadblocks through proactive follow-up and escalation when needed
Maintain clear, current IT documentation
Identify opportunities to reduce manual work and improve consistency through scalable automation
Monitor security alerts across endpoint/email/threat detection tools; investigate and escalate risks quickly
Respond to phishing attempts or suspected compromise events, remediate threats, and document investigations through closure