IT Support Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily IT operations, manage user lifecycle, and handle identity and access management for a decentralized team.

• Act as the main technical escalation contact and the CISO’s essential operational collaborator on access and security issues.

• Deliver Tier 1–3 technical support through ticketing systems like HappyFox.

• Assist Windows and macOS users with hardware, operating system, application, connectivity, printing, email, software, and access-related concerns.

• Assess and resolve tickets within established SLAs and manage escalation pathways.

• Keep audit-ready documentation, issue records, solutions, and internal how-to guides up to date.

• Oversee onboarding and offboarding processes, including training, account provisioning, device setup, and access management.

• Develop and uphold an IAM strategy, conduct access reviews, assign roles and permissions, enforce least-privilege principles, and ensure timely deprovisioning.

• Assist with SSO configuration and troubleshoot access to SaaS applications.

• Manage Microsoft Intune, Microsoft 365/O365, and a remote fleet of multi-OS devices.

• Implement endpoint encryption, patching, compliance, and security policies.

• Monitor and support Microsoft Defender across all managed devices.

• Manage device shipping, receiving, repairs, inventory, procurement suggestions, and hardware lifecycle management.

• Administer Google Workspace users, groups, and settings.

• Troubleshoot and maintain core SaaS tools.

• Create PowerShell and Bash scripts to automate IT and access management processes.

• Enhance onboarding, offboarding, and device provisioning workflows.

• Assist with HIPAA controls, collect audit evidence, enforce security policies, and address remediation items in collaboration with the CISO.

⛳️ Requirements

• 4-6+ years of IT support experience, including roles as the senior or sole IT professional.

• 2-3 years of experience in a startup setting.

• Experience functioning as a one-person IT department covering infrastructure, security, device management, IAM, and end-user assistance.

• Strong expertise in endpoint protection, identity/access security, encryption, patch management, and security best practices.

• Experience managing PHI and working within HIPAA-regulated settings.

• Excellent written and verbal communication abilities.

• Customer service experience demonstrating patience, empathy, and reassurance while assisting team members.

• Practical experience with Microsoft Intune.

• Familiarity with supporting Windows and macOS environments.

• Proven experience in managing IAM/access management strategy and complete onboarding/offboarding processes.

• Experience with ticketing systems and managing tasks within SLAs.

• Scripting skills in PowerShell and Bash.

• Willingness to handle the shipping, receiving, and temporary storage of company equipment at home.

• Ability to work autonomously, tackle ambiguous challenges, and prioritize competing tasks in a remote setting.

• Must reside in the United States, preferably in the Eastern Time Zone.

• Preferred: familiarity with least-privilege access principles.

• Preferred: security certifications or demonstrable experience in security-focused projects.

• Preferred: familiarity with SOC 2.

• Preferred: experience with Microsoft Defender and Azure AD.

• Preferred: experience in Google Workspace administration.

• Preferred: background in mentoring or providing technical guidance.

• Preferred certifications: Microsoft Endpoint Administrator, Google Workspace Administrator, CompTIA Security+, ITIL Foundation.

🏝️ Benefits

• Annual paid holidays.

• Unlimited time off for full-time salaried employees following the 90-day introductory period.

• Three weeks of paid time off for full-time hourly employees after the 90-day introductory period.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Stock option grant.

• Life insurance.

• Short-term and long-term disability insurance.

• 401(k) retirement plan.