IT Support Specialist II

InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance‑based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research‑backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence‑based therapies and outcomes tracking.

Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care.

• Give Heart
  :
  We lead with heart, treating patients and their families the way we want our loved ones to be treated.
• Work Smart
  :
  We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation.
• Have Humility
  :
  We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset.
• Embrace Community
  :
  We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters.

We are looking for an IT Support Specialist II to deliver prompt and effective technical support across our fully remote and diverse workforce. This role sits at the intersection of end‑user support, identity and access management, and SaaS platform administration, requiring both technical depth and strong communication skills to diagnose problems, explain solutions, and ensure user satisfaction. You will serve as the primary escalation point for complex issues, administer core identity and productivity platforms, and support InStride’s expanding use of AI‑powered tools and workflows.

The ideal candidate is technically capable, customer‑focused, and comfortable operating with some autonomy in a fast‑moving healthcare technology environment. This is a fully remote position.

• Serve as the L2 escalation point for complex issues, using root‑cause analysis to identify patterns and drive durable resolutions.
• Ensure minimal downtime through prompt issue resolution and proactive system monitoring.
• Maintain clear, timely communication with users throughout the support lifecycle.

• Administer Okta including RBAC policy configuration, group management, and provisioning/deprovisioning workflows.
• Manage Google Workspace user lifecycle, org unit structure, security configurations, and advanced settings.
• Administer Kandji (MDM) for macOS fleet management including device enrollment, policy configuration, app deployment, and compliance enforcement.
• Support RBAC audits, access reviews, and privilege hygiene in alignment with HIPAA and security policy.
• Manage SaaS application provisioning in coordination with IT leadership and security standards.
• Support collaboration tools including Slack, Zoom Phone, and Zoho platforms.

• Support company‑wide onboarding and troubleshooting for approved AI platforms and productivity tools.
• Assist with access administration and license management as AI tool adoption scales.
• Contribute to AI‑assisted automation of IT workflows (e.g., ticket triage, self‑service workflows, knowledge base improvements).
• Help staff get productive with AI tools through documentation, guidance, and light training support.

• Support employee onboarding and offboarding processes including device provisioning, account creation/deactivation, and access management in coordination with the L1 support team.
• Maintain and contribute to onboarding runbooks and documentation.
• Assist in planning and delivery of IT projects, ensuring alignment with timelines and cross‑functional collaboration.
• Create and maintain knowledge base articles, SOPs, FAQs, and instructional walkthroughs.
• Interact professionally with external vendors and stakeholders; support vendor onboarding and troubleshooting in coordination with IT leadership.