IT Tech Support Specialist

Colure Health•New York, NY

4d•$26 - $34•Remote

About The Position

The IT Technical Support Specialist keeps Colure Health’s people productive and secure. The role is the first point of contact for technology issues across the executive team, US staff, and the international care team in the Philippines, Ecuador, and Colombia. It manages devices, accounts, and everyday systems, and applies security controls that protect patient data. As Colure adds clinics and staff, the specialist will help build repeatable onboarding, offboarding, and support processes. The position provides Tier 1 and Tier 2 user support; administers accounts and access; manages devices and assets; supports productivity, collaboration, phone, and video-conferencing systems; and assists with security support and clinic technology setups. The position is remote from a private, secure workspace in the United States, with occasional travel for clinic setups. Scheduled shifts cover part of US Eastern Time business hours and may include occasional evening or weekend coverage. This is a non-exempt role; all hours worked are recorded, and overtime is paid in accordance with applicable law and must be approved in advance. The role completes HIPAA privacy and security training at hire and annually, acknowledges workforce confidentiality policies, and accesses protected health information only as needed for assigned duties using company-issued, managed devices and approved systems. Suspected security incidents, privacy concerns, and policy violations must be reported immediately to the Chief Technology Officer and Chief People and Privacy Officer. Satisfactory completion of a pre-employment background check, as permitted by law, is a condition of employment. The job description reflects principal duties but is not exhaustive; the role may be modified by the Chief Executive Officer or Chief Technology Officer. Employment is at will and this description does not create an employment contract.

Requirements

At least 2 years of IT help desk or desktop support experience.
Hands-on experience with Windows and macOS, Google Workspace or Microsoft 365, and an MDM platform such as Intune, Jamf, or Kandji.
Comfort supporting remote users, including some international users, by phone, chat, and remote-access tools.
Understanding of basic networking, including DNS, DHCP, Wi-Fi, and VPN, and security practices such as MFA and encryption.
Clear, patient communication and strong documentation habits.
Ability to work a schedule covering part of US Eastern Time business hours, with occasional after-hours support.
Satisfactory completion of a pre-employment background check, as permitted by applicable law.
Complete HIPAA privacy and security training at hire and annually and acknowledge Colure’s workforce confidentiality policies.
Access PHI only as necessary for assigned duties, using company-issued, managed devices and approved systems.

Nice To Haves

CompTIA A+, Network+, or Security+ certification, or Google IT Support certification.
Experience in a healthcare or other HIPAA-regulated environment.
Experience with ticketing systems such as Jira Service Management, Freshservice, or Zendesk.
Experience with VoIP and contact-center platforms.
Conversational Spanish to support team members in Ecuador and Colombia.

Responsibilities

Provide Tier 1 and Tier 2 support by ticket, chat, phone, and remote session for hardware, software, accounts, VoIP, and connectivity.
Troubleshoot issues affecting care coordinators and enrollment staff, including softphones, headsets, CRM and platform access, and home-network problems, often across time zones.
Document resolutions and maintain the knowledge base and self-help guides.
Provision and deprovision user accounts, email, licenses, and application access in coordination with HR and in line with least-privilege principles.
Complete same-day access removal at offboarding and support periodic access reviews.
Administer password resets, MFA enrollment, and single sign-on support.
Configure, enroll, and maintain laptops and mobile devices in mobile device management (MDM), enforcing encryption, screen lock, and endpoint protection.
Maintain the hardware and software asset inventory, including shipping, retrieval, and secure wiping of devices.
Apply patches and updates and track compliance with device security standards.
Administer productivity and collaboration tools such as Google Workspace or Microsoft 365, the phone system, and video conferencing.
Support the Cybersecurity Specialist with phishing reports, alert triage, and evidence collection for audits.
Set up technology for new clinic locations, including workstations, printers, networking, and peripherals, coordinating with vendors as needed.
Complete HIPAA privacy and security training at hire and annually and acknowledge workforce confidentiality policies.
Access protected health information only to the minimum necessary for assigned duties, using company-issued managed devices and approved systems.
Immediately report suspected security incidents, privacy concerns, or policy violations to the Chief Technology Officer and Chief People and Privacy Officer.
Work scheduled shifts covering part of US Eastern Time business hours, with occasional evening or weekend coverage, and provide occasional travel to support clinic setups.
Record all hours worked; obtain advance approval for overtime.