IT Operations Specialist

IT Operations Specialist at Behavioral Framework

Behavioral Framework – the leading provider of ABA therapy to children diagnosed with autism in the DMV area – is looking for an experienced IT Operations Specialist

Behavioral Framework Highlights

• Behavioral Framework is devoted to the pursuit of providing excellent, honest, and compassionate care within the autism community.
• We believe in the dedication and passion of our professional team and the science behind ABA to make a difference in the families and children we serve.
• Ranked on the Inc. 5000 list for 3 consecutive years.
• 1 of 4 Autism providers in the country to earn 3-year accreditation + telehealth from the Behavioral Health Center of Excellence.

The IT Operations Specialist oversees daily technology operations across corporate and clinic locations. This role provides technical support for users, systems, and devices; manages technology setup for new clinic openings; coordinates with vendors and managed service providers; and supports business applications and integrations. The position ensures reliable, standardized, and secure technology operations while delivering timely, customer-focused support in a distributed healthcare environment.

Key Responsibilities Technical Support & Ticket Resolution

• Serve as the main escalation point for Tier 1/2 issues across corporate staff, clinic teams, and home-based operations.
• Manage and resolve support tickets related to hardware, software, connectivity, access, and system troubleshooting.
• Identify recurring issues and propose long-term solutions or process changes.

Network & Infrastructure Management

• Oversee and monitor network performance for clinics and corporate offices.
• Coordinate with ISPs and vendors on installations, upgrades, and troubleshooting.
• Maintain secure Wi‑Fi, firewall, and network configurations at all physical locations.
• Document and maintain network architecture, standards, and configurations.

Process Improvement & Documentation

• Hands‑on approach to develop SOPs, technical knowledge base, and technical documentation to improve consistency and scale.
• Identify opportunities to streamline IT workflows, create self‑help initiatives and/or automations to reduce support ticket volume, and improve reliability.
• Contribute to long‑term infrastructure planning and technology roadmap discussions.

New Clinic Technology Setup

• Lead all IT components of new clinic openings, including:
  • Network design and setup
  • Hardware procurement and deployment
  • Vendor coordination (ISPs, low‑voltage, MSP where applicable)
• Develop and maintain scalable, repeatable processes for clinic IT buildouts.

Application & Software Support

• Provide support for core applications, including the EHR, scheduling platforms, HRIS, productivity suites, and communication tools.
• Troubleshoot issues for both clinic and home‑based staff (software, access, configurations).
• Manage onboarding/offboarding tasks, including account provisioning, permissions, and integrations.
• Collaborate with software vendors for escalations, updates, and system enhancements.

Device & Asset Management (Corporate + Clinic)

• Manage the lifecycle of company‑owned devices for corporate and clinic personnel.
• Implement and manage MDM solutions (Addigy, Jamf, ABM, Intune) and secure, remote support solutions (Connectwise, Splashtop, Datto, Zoho Assist).
• Maintain accurate tracking of all laptops, desktops, tablets, and peripherals.
• Note:
  
  Home‑based technicians use personal devices; the role supports software/application troubleshooting but not hardware for field staff.

Security, MSP Collaboration & Compliance

• Act as the primary internal liaison to the MSP, ensuring alignment on:
  • Endpoint security and monitoring
  • Threat detection and response
  • Device compliance and patching
  • Escalated endpoint‑level incidents
• Support broader cybersecurity initiatives, including MFA, access controls, and secure configurations.
• Ensure adherence to HIPAA, PHI protection, and healthcare privacy standards.
• Participate in periodic risk assessments and support remediation efforts.

Qualifications

• 5–8+ years of progressive, hands‑on IT experience supporting distributed teams.
• Experience in healthcare, home‑based services, multi‑site…