IT Tech Support Specialist

POSITION SUMMARY

The IT Technical Support Specialist keeps Colure Health’s people productive and secure. This role is the first point of contact for technology issues across the executive team, US staff and the international care team in the Philippines, Ecuador and Colombia. It manages devices, accounts and everyday systems, and applies the security controls that protect patient data. As Colure adds clinics and staff, this role will help build repeatable onboarding, offboarding and support processes.

KEY RESPONSIBILITIES

End-User Support

•    Provide Tier 1 and Tier 2 support by ticket, chat, phone and remote session for hardware, software, accounts, VoIP and connectivity.

•    Troubleshoot issues affecting care coordinators and enrollment staff, including softphones, headsets, CRM and platform access, and home-network problems, often across time zones.

•    Document resolutions and maintain the knowledge base and self-help guides.

Accounts and Access

•    Provision and deprovision user accounts, email, licenses and application access, in coordination with HR and in line with least-privilege principles.

•    Complete same-day access removal at offboarding and support periodic access reviews.

•    Administer password resets, MFA enrollment and single sign-on support.

Devices and Assets

•    Configure, enroll and maintain laptops and mobile devices in mobile device management (MDM), with encryption, screen lock and endpoint protection enforced.

•    Maintain the hardware and software asset inventory, including shipping, retrieval and secure wiping of devices.

•    Apply patches and updates, and track compliance with device security standards.

Systems and Security Support

•    Administer productivity and collaboration tools, such as Google Workspace or Microsoft 365, the phone system and video conferencing.

•    Support the Cybersecurity Specialist with phishing reports, alert triage, and evidence collection for audits.

•    Set up technology for new clinic locations, including workstations, printers, networking and peripherals, with vendor coordination as needed.

REQUIRED QUALIFICATIONS

•    2+ years of IT help desk or desktop support experience.

•    Hands-on experience with Windows and macOS, Google Workspace or Microsoft 365, and an MDM platform such as Intune, Jamf or Kandji.

•    Comfortable supporting remote users, including some international users, by phone, chat and remote-access tools.

•    Understanding of basic networking (DNS, DHCP, Wi-Fi, VPN) and of security practices such as MFA and encryption.

•    Clear, patient communication and strong documentation habits.

•    Ability to work a schedule that covers part of US Eastern Time business hours, with occasional after-hours support.

PREFERRED QUALIFICATIONS

•    CompTIA A+, Network+ or Security+, or Google IT Support certification.

•    Experience in a healthcare or other HIPAA-regulated environment.

•    Experience with ticketing systems such as Jira Service Management, Freshservice or Zendesk.

•    Experience with VoIP and contact-center platforms.

•    Conversational Spanish, to support team members in Ecuador and Colombia.

MEASURES OF SUCCESS

•    Within 90 days: documented onboarding and offboarding checklists and an accurate device inventory.

•    Ongoing: first-response and resolution times within agreed service levels, and same-day access removal for every departing workforce member.

PRIVACY, SECURITY AND CONDUCT

•    Completes HIPAA privacy and security training at hire and annually, and acknowledges Colure’s workforce confidentiality policies.

•    Accesses protected health information (PHI) only to the minimum necessary for assigned duties, using company-issued, managed devices and approved systems.

•    Reports suspected security incidents, privacy concerns or policy violations immediately to the Chief Technology Officer and the Chief People and Privacy Officer.

•    Satisfactory completion of a pre-employment background check, as permitted by applicable law, is a condition of employment.

WORK ENVIRONMENT AND SCHEDULE

Remote work from a private, secure workspace within the United States, with a reliable high-speed internet connection. Scheduled shifts cover part of US Eastern Time business hours and may include occasional evening or weekend coverage. Occasional travel to support clinic setups. As a non-exempt position, all hours worked are recorded and overtime is paid in accordance with applicable law; overtime must be approved in advance.

COMPENSATION

The pay range for this position is $26.00 to $34.00 per hour. Final pay is based on skills, experience and location, and is set within the range. Benefits information will be provided during the interview process.

EQUAL OPPORTUNITY

Colure Health is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status or any other status protected by applicable federal, state or local law. Reasonable accommodations are available to qualified applicants and employees with disabilities upon request.

ROLE MODIFICATION

This description reflects the principal duties of the position and is not an exhaustive list. The scope and role may be modified at any time by the Chief Executive Officer or the Chief Technology Officer when required. This description does not create a contract of employment; employment with Colure Health is at will.