- Location
- Headquarters
- Workplace
- Remote, Onsite
- Type
- Full-time
- Department
- Customer Service
- Source
- Pinpoint
Description
IT Support Specialist
Department: IT Ops
Employment Type: Full Time
Location: Headquarters
Description
The IT Support Specialist provides day-to-day technical support to HC Fraud Shield employees and maintains the end-user computing environment — workstations, company mobile devices, and user accounts. The role also owns employee onboarding and offboarding, end-user training, and support documentation, working under the direction of the IT Security Manager.
This is an on-site position. Beyond technical support, it serves as the in-person owner of office technology and physical security: shipments, printers, badge and door access, and conference rooms. The role also maintains the physical inventory of workstations and related equipment, keeping stock levels and records accurate.
Key Responsibilities
End-User Support & Training
- Provide timely, effective help desk support to internal users, monitoring and responding promptly to requests received by phone, email, or messaging, and resolving tickets to the user’s satisfaction.
- Troubleshoot, diagnose, and resolve hardware, software, and connectivity issues documented through help desk tickets.
- Train end users on company hardware, software, and IT procedures, including new-hire orientation and guidance when tools change.
- Escalate out-of-scope issues to the IT Security Manager or appropriate IT Operations staff.
Endpoint, Mobile & Identity Administration
- Deploy, configure, and manage end-user workstations and company assets in accordance with established standards, including provisioning through Microsoft Intune.
- Manage the company mobile device fleet — enrollment, account and application configuration, carrier coordination, repairs, replacements, and collection at separation.
- Enforce mobile device compliance and security policies, including passcode, encryption, and remote wipe capability for company-owned devices.
- Create and maintain user accounts, access, and permissions; administer policies and settings through the Microsoft 365 Admin Center.
- Execute employee onboarding and offboarding end to end — account provisioning and deprovisioning, device issuance and collection, license assignment, and badge and access changes.
On-Site Operations & Facilities
- Work on site each business day as the in-person point of contact for end-user and office technology needs.
- Receive and process inbound IT shipments; prepare outbound shipments, returns, repairs, and asset transfers.
- Maintain office printers, copiers, and peripherals, including supplies, routine servicing, and vendor coordination.
- Administer physical security systems — badge and access card issuance, door permissions, and camera and alarm monitoring.
- Maintain conference room technology and provide setup support for meetings and presentations.
Documentation & Process
- Create and maintain clear, accurate documentation for support procedures and configuration standards. Documentation quality is a core expectation of this role.
- Maintain accurate records of assets, tickets, and access changes so that work is traceable for audit and compliance purposes.
Security Compliance & Operations
- Keep end-user workstations in compliance with company security standards — verifying that operating system and third-party application patches are applied on schedule, remediating assigned vulnerability findings and unapproved software, and reporting exceptions to the IT Security Manager.
- Perform security monitoring, auditing, and compliance activities in accordance with IT Operations procedures.
- Assist with IT projects and departmental initiatives.
- Understand and comply with all company Privacy and Security standards, including applicable HIPAA safeguards.
Skills, Knowledge and Expertise
- Minimum of 3 years of relevant experience in IT support or a similar role; HIPAA-regulated environment preferred.
- Strong hands-on experience with the Windows operating system and platform.
- Working knowledge of Entra ID (formerly Azure AD), Microsoft 365, and Group Policy.
- Working knowledge of endpoint patch management and vulnerability remediation on Windows workstations.
- Experience supporting mobile devices and mobile device management platforms.
- Experience with PowerShell for automating routine tasks.
- Basic firewall familiarity sufficient to configure and troubleshoot end-user VPN connections.
- Strong technical writing skills, able to produce procedures non-technical readers can follow.
- Excellent communication skills, with patience training and coaching non-technical users.
- Strong troubleshooting and problem-solving skills; detail-oriented and able to manage multiple priorities.
- Experience using approved AI tools to work efficiently on routine tasks, research, documentation, and troubleshooting, in accordance with company data handling standards.
- Discretion and professionalism when handling sensitive and confidential information.
- Ability to work on site daily and to lift and move IT equipment and shipments as needed.
Benefits
- Medical, Dental & Vision insurance
- 401(k) retirement savings with employer match
- Vacation and sick paid time off
- 7 paid holidays & 2 floating holidays
- Paid maternity/paternity leave
- Disability & Life insurance
- Flexible Spending Account (FSA)
- Employee Assistance Program (EAP)
- Professional and career development initiatives
- Remote work eligible
REMOTE WORK REQUIREMENTS:
- Must have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.
Healthcare Fraud Shield is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
Skills
AzureComplianceTechnical WritingHIPAA
