IT Support Specialist - Healthcare, MS Entra & Intune

US - Remote

The IT Support Specialist is responsible for providing first-line and second-line technical support for employees across the organization. This role supports daily IT operations by troubleshooting hardware, software, access, and cloud-based application issues while delivering a high level of customer service in a fully remote work environment.

The IT Support Specialist serves as a key operational resource for employee onboarding, endpoint support, ticket management, device administration, and routine software-as-a-service (SaaS) application support. The position works closely with Systems Administrators, vendors, and managed service providers to ensure timely issue resolution and a positive end-user experience.

The ideal candidate is customer-focused, organized, technically curious, and capable of managing multiple support requests while following established processes, security standards, and regulatory requirements.

• Serve as the primary point of contact for IT support requests and technical assistance.
• Monitor, prioritize, troubleshoot, and resolve support tickets in accordance with established service-level expectations.
• Provide support for laptops, mobile devices, printers, peripherals, and collaboration technologies.
• Troubleshoot issues related to Microsoft 365, Microsoft Teams, virtual private network (VPN), multi-factor authentication (MFA), Voice over Internet Protocol (VoIP), SharePoint, and other cloud-based business applications.
• Escalate complex technical issues to Systems Administrators or third-party vendors as appropriate.
• Maintain accurate ticket documentation, issue tracking, troubleshooting steps, and resolution notes.

• Support employee onboarding and offboarding processes, including device setup, account-provisioning coordination, and equipment recovery.
• Assist with password resets, MFA enrollment, access requests, and user account support.
• Configure and deploy company-issued hardware and software according to organizational standards.
• Support endpoint inventory tracking and asset-management processes.
• Assist with endpoint compliance activities, patching coordination, and device-management tasks.

• Deliver professional, responsive, and customer-focused technical support to employees at all levels of the organization.
• Communicate technical information clearly and patiently to non-technical users.
• Assist in developing and maintaining user guides, frequently asked questions, and knowledge-based documentation.
• Provide basic end-user training and guidance on approved technologies and security practices.

• Follow organizational security policies, Health Insurance Portability and Accountability Act (HIPAA) requirements, and IT operational procedures.
• Assist with identifying and reporting security concerns, phishing attempts, and suspicious activity.
• Support device-security and access-control processes.
• Maintain confidentiality and ensure the proper handling of sensitive information.
• Identify recurring support issues and recommend process improvements.
• Contribute to operational documentation and standardization efforts.
• Participate in technology rollouts, upgrades, and support initiatives.
• Develop technical knowledge and skills through ongoing learning and training.

• Strong customer-service orientation with the ability to provide responsive, respectful, and patient technical support. Experience supporting a remote workforce is preferred.
• Working knowledge of Microsoft 365 and cloud-based business applications.
• Basic understanding of computer hardware, networking, endpoint support, and troubleshooting methodologies including VPN, WiFi, TCP/IP, DNS, and DHCP.
• Ability to prioritize tasks, manage multiple support requests, and meet established service expectations.
• Strong problem-solving, organizational, and documentation skills.
• Clear written and verbal communication skills, including the ability to explain technical information to non-technical users.
• Ability to work independently, remain accountable, and collaborate effectively in a fully…