IT Support Specialist

IT Support Specialist

Department: IT Ops

Employment Type: Full Time

Location: Headquarters

The IT Support Specialist provides day-to-day technical support to HC Fraud Shield employees and maintains the end-user computing environment — workstations, company mobile devices, and user accounts. The role also owns employee onboarding and offboarding, end-user training, and support documentation, working under the direction of the IT Security Manager.

This is an on-site position. Beyond technical support, it serves as the in-person owner of office technology and physical security: shipments, printers, badge and door access, and conference rooms. The role also maintains the physical inventory of workstations and related equipment, keeping stock levels and records accurate.

End-User Support & Training

• Provide timely, effective help desk support to internal users, monitoring and responding promptly to requests received by phone, email, or messaging, and resolving tickets to the user’s satisfaction.
• Troubleshoot, diagnose, and resolve hardware, software, and connectivity issues documented through help desk tickets.
• Train end users on company hardware, software, and IT procedures, including new-hire orientation and guidance when tools change.
• Escalate out-of-scope issues to the IT Security Manager or appropriate IT Operations staff.

Endpoint, Mobile & Identity Administration

• Deploy, configure, and manage end-user workstations and company assets in accordance with established standards, including provisioning through Microsoft Intune.
• Manage the company mobile device fleet — enrollment, account and application configuration, carrier coordination, repairs, replacements, and collection at separation.
• Enforce mobile device compliance and security policies, including passcode, encryption, and remote wipe capability for company-owned devices.
• Create and maintain user accounts, access, and permissions; administer policies and settings through the Microsoft 365 Admin Center.
• Execute employee onboarding and offboarding end to end — account provisioning and deprovisioning, device issuance and collection, license assignment, and badge and access changes.

On-Site Operations & Facilities

• Work on site each business day as the in-person point of contact for end-user and office technology needs.
• Receive and process inbound IT shipments; prepare outbound shipments, returns, repairs, and asset transfers.
• Maintain office printers, copiers, and peripherals, including supplies, routine servicing, and vendor coordination.
• Administer physical security systems — badge and access card issuance, door permissions, and camera and alarm monitoring.
• Maintain conference room technology and provide setup support for meetings and presentations.

Documentation & Process

• Create and maintain clear, accurate documentation for support procedures and configuration standards. Documentation quality is a core expectation of this role.
• Maintain accurate records of assets, tickets, and access changes so that work is traceable for audit and compliance purposes.

Security Compliance & Operations

• Keep end-user workstations in compliance with company security standards — verifying that operating system and third‑party application patches are applied on schedule, remediating assigned vulnerability findings and unapproved software, and reporting exceptions to the IT Security Manager.
• Perform security monitoring, auditing, and compliance activities in accordance with IT Operations procedures.
• Assist with IT projects and departmental initiatives.
• Understand and comply with all company Privacy and Security standards, including applicable HIPAA safeguards.

• Minimum of 3 years of relevant experience in IT support or a similar role; HIPAA-regulated environment preferred.
• Strong hands‑on experience with the Windows operating system and platform.
• Working knowledge of Entra  (formerly Azure AD), Microsoft 365, and Group Policy.
• Working knowledge of endpoint patch management and vulnerability remediation on Windows workstations.
• Experience supporting mobile devices and mobile device management platforms.
• Experience with Power Shell…