IT Support Specialist II

1. About Our Client:

The organization operates in the pediatric mental health space, focusing on specialty anxiety and OCD care for children, teens, young adults, and families. It addresses key challenges in access to care such as provider shortages, long wait times, complex onboarding, and inconsistent use of evidence-based treatments and outcomes tracking. By combining research-backed clinical care with technology, the program aims to improve engagement and treatment outcomes. The organization seeks to be a trusted national provider for pediatric anxiety and OCD care.

2. About the Opportunity:

The IT Support Specialist II is responsible for delivering prompt technical support to a fully remote and diverse workforce. This role serves as the primary escalation point for complex IT issues, manages core identity and productivity platforms, and supports the adoption and administration of AI-powered tools. The position contributes to maintaining system reliability, user satisfaction, and security compliance, playing a critical role in enabling efficient IT operations within a healthcare technology environment.

3. Responsibilities:

• Act as L2 escalation point for complex technical issues using root-cause analysis

• Resolve issues promptly and monitor systems proactively to minimize downtime

• Communicate clearly with users throughout the support process

• Administer Okta including RBAC policies, group management, and provisioning workflows

• Manage Google Workspace user lifecycle, organizational settings, and security configurations

• Oversee Kandji (MDM) for macOS device management and compliance

• Support RBAC audits, access reviews, and privilege hygiene aligned with HIPAA and security policies

• Manage SaaS application provisioning with IT leadership and security standards

• Support collaboration platforms such as Slack, Zoom Phone, and Zoho

• Facilitate onboarding and troubleshooting for AI platforms and productivity tools

• Assist with access administration and license management for AI tools

• Contribute to AI-driven automation of IT workflows and staff training

• Support onboarding and offboarding processes including device and account management

• Maintain onboarding documentation and runbooks

• Assist in IT project planning and delivery with cross-functional collaboration

• Develop and maintain knowledge base articles, SOPs, FAQs, and instructional materials

• Liaise professionally with external vendors and support vendor onboarding

• Maintain security measures in line with HIPAA regulations

• Support endpoint protection and email security tools such as SentinelOne and Proofpoint

• Ensure compliance with company policies and industry regulations

• Escalate security incidents and coordinate with the security team as required

4. Requirements:

• 2-4 years experience in IT support or customer-facing IT roles

• Familiarity with IT hardware and software including macOS, Okta, Google Workspace Enterprise, Kandji (MDM), SentinelOne, Proofpoint, Slack, Zoom Phone, Atlassian/JSM, Zoho, and AI productivity tools preferred

• Strong communication and documentation skills

• Customer-focused mindset

• Ability to maintain confidentiality of sensitive information; understanding of HIPAA preferred

• Ability to prioritize tasks based on business impact and defined metrics

• BS/BA in IT, Computer Science, or related field and/or relevant IT certifications (e.g., CompTIA A+, Apple Desktop Certified, Google IT Support Certification, Okta Certified Administrator)

5. Pay Range and Compensation Package:

• The expected annual base salary for this role is between $64,000 and $72,000. Actual starting salary will be determined on an individualized basis based on skill set and experience.

6. Benefits & Perks:

• 401k plan with match

• Flexible paid time off

• Paid holidays and service days

• Four-week paid sabbatical

• Twelve-week paid parental leave

• Health benefits starting on the first day

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.