IT Support Specialist

The IT Support Specialist at Nadia Care provides day-to-day technical support to end users, manages user onboarding and offboarding, and supports identity and access management. This role also helps maintain a secure, compliance-ready IT environment in line with SOC 2 and HIPAA requirements.

Key Responsibilities

• Act as the primary Tier 1-2 point of contact for technical support requests submitted through ticketing systems (for example, HappyFox).
• Support end users across Windows and macOS, troubleshooting hardware, operating system, and application issues.
• Troubleshoot connectivity, printing, email, and general software or access-related problems.
• Triage and resolve tickets within defined SLAs, escalating more complex issues as needed.
• Maintain documentation for common issues, resolutions, and internal how-to guides.
• Own end-to-end onboarding and offboarding, including bi-weekly training for new hires on company systems, participation in onboarding meetings, account provisioning, device setup, and access control for departing employees.
• Manage IAM by conducting periodic access reviews, assigning roles and permissions, and ensuring timely deprovisioning.
• Apply least-privilege principles when granting or reviewing system and application access.
• Support SSO configuration and troubleshoot SaaS application access issues.
• Maintain accurate records of who has access to what for audit and compliance purposes.
• Administer Microsoft Intune (MDM) and O365 for a remote, multi-OS device fleet.
• Enforce endpoint security policies, including encryption, patching, and compliance configurations.
• Support and monitor Microsoft Defender on managed devices.
• Handle device logistics for shipping, receiving, and repairs, including shipping/receiving equipment via UPS or other carriers for onboarding, offboarding, and maintenance.
• Track device inventory and assist with procurement and device lifecycle management of company hardware.
• Manage Google Workspace users, groups, and settings.
• Maintain and troubleshoot core SaaS tools used across the organization.
• Create and maintain automation scripts using PowerShell and Bash to support repetitive IT and access-management tasks.
• Identify process improvements to streamline onboarding, offboarding, and device provisioning workflows.
• Support SOC 2 and HIPAA controls related to IT operations and access management.
• Assist with audit evidence collection and help enforce security policies tied to audits.
• Work closely with the CISO on access-related audit requests and remediation items.

Requirements

• 2-5+ years of IT support experience supporting a remote or distributed workforce in the healthcare field.
• Experience handling PHI and working in HIPAA-regulated environments.
• Strong written and verbal communication skills, including the ability to explain technical issues to non-technical staff.
• Customer service experience with patience, empathy, and reassurance while supporting team members.
• Hands-on experience with Microsoft Intune.
• Experience supporting both Windows and macOS environments.
• Experience with IAM/access management and end-to-end onboarding and offboarding processes.
• Experience using ticketing systems and working within SLAs.
• Solid understanding of endpoint security fundamentals, including encryption, patching, and MDM policies.
• Scripting experience with PowerShell and Bash for automation.
• Willingness to ship, receive, and temporarily store company equipment (such as laptops) at home as part of device lifecycle logistics.
• Ability to work independently and manage competing priorities in a remote environment.
• Must be based in the United States and in the Eastern Time Zone.

Technologies

• Microsoft Intune, O365, Microsoft Defender, Microsoft Endpoint Administrator, Azure AD
• IAM, SSO
• Google Workspace (including Google Workspace Administrator)
• HappyFox
• Windows, macOS
• PowerShell, Bash
• CompTIA Security+, ITIL Foundation

Schedule

• Mon-Fri 8am-5pm ET, with additional time as needed to respond to urgent issues.

Benefits

• Annual paid holidays off (“Recharge”)
• Unlimited time off after the 90-day introductory period for Full-Time Salaried (Exempt) employees
• Three weeks of paid time off after the 90-day introductory period for Full-Time Hourly (Non-Exempt) employees
• Medical Insurance (coverage begins the first of the following month)
• Dental Insurance (preventive care plus basic and major procedures)
• Vision Insurance (routine exams and eyeglasses)
• Stock option grant
• Life insurance
• Disability insurance (short-term and long-term)
• 401(k) retirement plan

Preferred Qualifications

• Familiarity with least-privilege access principles
• SOC 2 familiarity (nice to have, not required)
• Experience with Microsoft Defender and Azure AD
• Google Workspace administration experience

Preferred Certifications

• Microsoft Endpoint Administrator
• Google Workspace Administrator
• CompTIA Security+
• ITIL Foundation

What Success Looks Like

• New hires are fully onboarded and productive on day one, with no access gaps or delays.
• Offboarding is completed with access revoked promptly, with no orphaned accounts left behind.
• IAM access reviews occur on schedule with clean, audit-ready documentation.
• Tickets are resolved consistently within SLA, with clear communication back to end users.
• Endpoints remain compliant, patched, and enrolled in Intune.
• The CISO can rely on accurate, timely access and compliance evidence without additional follow-up.

Interview Process

• Recruiter interview: 30 minutes
• Hiring manager interview: 1 hour
• Executive leadership interview: 45 minutes

Location, Experience, and Salary

• Location: Atlanta, GA (onsite)
• Salary: USD 60,000 - 70,000 per year
• Minimum experience: 2 years

Remote Positions Eligibility

• Remote positions are open to candidates in the contiguous US only.
• Due to operational and compliance requirements, candidates residing in ND, AL, HI, PR or outside the contiguous US cannot be hired.

Recruitment Team Contact / Scam Notice

• The recruitment team will only contact candidates via an official company email address ending in @nadiacare.com.
• Nadia Care will never ask for financial information or payments at any stage of the hiring process.