IT Support Specialist

At Transformations Care Network (TCN), we are committed to expanding access to high-quality mental health care across the communities we serve. The IT Support Specialist plays a critical role in enabling that mission by supporting, maintaining, and continuously improving the core technology systems used across our organization.

In this role, you will provide Tier 2/3 technical support, partner closely with IT leadership, operations, facilities, and external vendors, and serve as a key escalation point for complex technical issues. You will help ensure reliable, secure, and efficient technology operations that allow clinicians and staff to focus on delivering exceptional care in a fast-paced, growing healthcare environment.

This is a remote position and may require some travel to local facilities. Travel will be less than 10%.

The ideal candidate will be located in:
Massachusetts, Maryland, Virginia, DC or Pennsylvania and within 1-hour of the following major metropolitan areas:
Boston, DC, Pittsburgh.

• Administer IT systems such as, but not limited to:
  Office 365, VoIP phone, Internet and security systems
• Support onboarding and offboarding of employees through account creation and termination
• Monday – Friday Tier 2/3 technical support for business systems and infrastructure to include being online and available during all business hours, queue monitoring and response. Will work directly with end-users to trouble shoot, identify root cause of issue and resolve or coordinate resolution with third parties.
• Will be responsible for creating and maintaining Tier 0 (self-serve) customer support tools that include: user guides, instructions, process flows and best practices to resolve common issues
• Serve as key contact and point of escalation for IT partners
• Manage and support IT partners in maintaining servers, networks, systems, and software updates, including antivirus, spam filtering, firewalls, etc.
• Review and respond to cyber security issues/alerts from SOC/SIEM vendor and/or cyber security software
• Support new acquisition and de novo clinics to ensure smooth transitions or installations of TCN technical infrastructure
• Work alongside key facilities staff to ensure on-the-ground success. Some travel to individual clinics may be required
• Additional duties and responsibilities as assigned by supervisor

• 2-3 years of organizational IT experience such as: leading and managing enterprise-wide IT projects or working in Tier 2 or Tier 3 technical support where deep knowledge and troubleshooting skills are required
• Excellent technical acumen, problem-solving, customer service and communication (verbal and written) skills are required
• Experience working in ticketing and/or support systems such as Zendesk, Service Now, or Connect Wise
• Experience with vendor management and/or working directly with third-parties to coordinate resolution to technical issues
• Experience supporting:
  Microsoft 365 including Azure and Entra, Windows 10/11, and Office 365 suite
• Organizational skills and ability to handle multiple projects at once
• Operational knowledge of Windows servers, workstations, Active Directory / Exchange administration
• Working knowledge of network devices and configuration including VLANs, switches, firewalls, VPNs, etc.
• A+ certification or equivalent
• Knowledge and experience with healthcare-specific information technology is a plus

• Enjoy competitive compensation and a wide range of benefits, including medical, dental, vision, low-cost virtual care, dependent and domestic partner coverage, 401K, and more, designed to support your well-being and financial security.
• Immerse yourself in a community united by a deep commitment to enhance mental health and revolutionize client care.
• Embrace a journey of continuous learning, guided by seasoned professionals, fostering your career growth in a nurturing environment.
• Play a pivotal role in reshaping behavioral health, with your efforts directly improving client lives.
• Thrive in an environment that celebrates collaborative success, driven by effective communication and unity.
• Receive comprehensive onboarding and ongoing educational resources, tailored to cultivate your talents, and assure your triumph in your role.

Transformations Care Network is committed to fair and equitable compensation practices. The hourly compensation range for this role is $45,000 – $55,000. Actual compensation may vary based on licensure, experience, market-driven enhancements, and incentive opportunities available for this role. These ranges represent our current standard compensation practices and may be adjusted over time to remain competitive and aligned with organizational needs.

Transformations Care Network is an equal opportunity employer, committed to fostering an inclusive and diverse workplace.