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IT Support Specialist

Boston, Massachusetts, United States

About Us:

The United States has the poorest maternal and birth outcomes of all developed countries with the underserved, Black, Brown, Indigenous communities disproportionately affected. Nadia Care is working to drastically change the experience of affected communities by reimagining how we deliver meaningful and compassionate care to expectant moms.

Nadia Care’s mission is to improve pregnancy, birth and the postpartum journey for women and their families by reimagining how maternity care is delivered. Our team is focused on building trust-based engagement and wrap-around support for expectant moms at home, in person and virtually to ensure they have all the social support they need for a successful and joyful pregnancy journey. We help our members with care navigation, doula support, assistance with lactation, nutrition, housing, transportation and a wide range of other needs. We leverage technology to support our virtual engagement that allows us to meet all our moms where they are.

We ensure that our members have trusted sources for support, resources, and information throughout their pregnancy, delivery and well into postpartum. Nadia Care does not replace the primary obstetrician or doctor’s relationships. Instead, we support expectant mothers with all other health-related social needs not typically available through their doctors’ offices. 

Our Values:

  • Empathy is at the heart of everything we do. We must always center the experiences of the mothers and families we serve, as well as support and uplift one another.
  • Collaboration is what makes us stronger. We achieve the greatest impact when we work together, share knowledge, and elevate each other’s strengths.
  • Resilience reflects our ability to push through challenges, adapt in a fast-changing environment, and remain committed to our mission no matter the obstacles.

The Role:

We are seeking an IT Support Specialist to join our growing team. This role owns day-to-day IT support, user lifecycle management (onboarding/offboarding), and identity & access management (IAM), with hands-on device management and light compliance support.

You'll be the go-to person for end-user technical issues across a distributed, remote-first team, while also owning the processes that keep access to our systems secure and audit-ready. This is a hands-on role: you'll be provisioning and deprovisioning accounts, managing devices through Intune, and making sure the right people have the right access at the right time.

The ideal candidate has hands-on experience with Microsoft Intune, Google Workspace administration, and IAM/access control, and thrives in a fast-paced, compliance-driven environment (SOC 2, HIPAA). You're comfortable working independently, documenting your work, and balancing reactive support tickets with proactive process improvements.

Schedule: Mon-Fri 8am-5pm ET, and as needed to respond to urgent issues. 

Key Responsibilities

IT Support & Operations:

  • Serve as the primary point of contact for Tier 1-2 technical support requests via ticketing systems (e.g., HappyFox)
  • Support end users across both Windows and macOS environments, including hardware, OS, and application issues
  • Troubleshoot connectivity, printing, email, and general software/access issues
  • Triage and resolve tickets within defined SLAs, escalating complex issues as needed
  • Maintain clear documentation of common issues, fixes, and internal how-to guides

User Lifecycle Management & IAM:

  • Own end-to-end onboarding/offboarding: bi-weekly training new hires on company systems, attend onboarding meetings, account provisioning, device setup, and access control for new hires and departing employees
  • Manage identity and access management (IAM), including periodic user access reviews, role/permission assignment, and timely deprovisioning
  • Apply least-privilege principles when granting or reviewing access to systems and applications
  • Support SSO configuration and troubleshoot SaaS application access issues
  • Maintain accurate records of who has access to what, for audit and compliance purposes

Device, Hardware, and Endpoint Management:

  • Administer Microsoft Intune (MDM) and O365 for a remote, multi-OS device fleet
  • Enforce security policies across endpoints, including encryption, patching, and compliance configurations
  • Support and monitor Microsoft Defender across managed devices
  • Handle physical logistics for company devices, including shipping/receiving equipment via UPS or other carriers for new hires, offboarding, and repairs
  • Track device inventory and assist with procurement and lifecycle management of company hardware

Systems Administration:

  • Manage Google Workspace users, groups, and settings
  • Maintain and troubleshoot core SaaS tools used across the organization

Automation & Scripting:

  • Create and maintain scripts (PowerShell, Bash) to automate repetitive IT and access-management tasks
  • Identify opportunities to streamline onboarding/offboarding and device provisioning workflows

Security & Compliance:

  • Support SOC 2 and HIPAA controls relevant to IT operations and access management
  • Assist with audit evidence collection and enforcement of security policies
  • Work closely with the CISO on access-related audit requests and remediation items

Required Qualifications

  • 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, with the ability to explain technical issues to non-technical staff
  • Customer service experience with a deep ability to remain patient, empathetic, and reassuring when supporting our team
  • Hands-on experience with Microsoft Intune
  • Experience supporting both Windows and macOS environments
  • Experience with IAM / access management and end-to-end onboarding-offboarding processes
  • Experience with ticketing systems and managing work within SLAs
  • Solid understanding of endpoint security fundamentals (encryption, patching, MDM policies)
  • Scripting experience (PowerShell, Bash) for task automation
  • Willingness to ship, receive, and temporarily store company equipment (e.g., laptops) at their 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, Eastern Time Zone

Preferred Qualifications

  • Familiarity with least-privilege access principles
  • SOC 2 familiarity (nice to have, not required)
  • Experience with Microsoft Defender, 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 complete and access is revoked promptly, with no orphaned accounts left behind
  • IAM access reviews are conducted on schedule, with clean, audit-ready documentation
  • Tickets are resolved consistently within SLA, with a track record of clear communication back to end users
  • Endpoints remain compliant, patched, and properly enrolled in Intune
  • The CISO can rely on this role for accurate, timely access and compliance evidence without having to chase it down

Compensation range for this position is between $60K-$70K. The exact amount will depend on direct, relevant experience. 

Our Interview Process

At Nadia Care, we value transparency and want you to feel prepared at every stage of your candidate journey. Below is our standard interview process for this role:

  1. Recruiter Interview | 30 minutes
  2. Hiring Manager Interview | 1 hour
  3. Executive Leadership Interview | 45 minutes

Please note that this process is subject to change, but we will always keep you informed along the way.

For full-time employees, we offer a comprehensive benefits package designed to support you both professionally and personally:

Time Off That Works for You

  • Recharge with annual paid holidays off.
  • Full-Time Salaried Employees (Exempt): Enjoy unlimited time off after the 90-day introductory period.
  • Full-Time Hourly Employees (Non-Exempt): Receive three weeks of paid time off after the 90-day introductory period.

Comprehensive Health & Wellness Coverage

  • Medical Insurance: Access top-tier healthcare, covering hospital, surgical, and prescription drug benefits. Coverage begins the first of the following month.
  • Dental Insurance: Coverage for preventive care, as well as basic and major procedures.
  • Vision Insurance: Coverage for routine eye exams and eyeglasses.

Security & Future Planning Options

  • Stock Option Grant: We believe in shared success.
  • Life Insurance: Financial protection for your beneficiaries.
  • Disability Insurance: Short-term and long-term coverage in case of illness or injury.
  • 401(k) Retirement Plan: Opportunity to save for the future.

We’re building something great and want you to be part of it. If you're looking for a fast-paced, dynamic environment where your contributions make an impact, apply today!

Remote positions are open to candidates in the contiguous US only. Due to operational and compliance requirements, we are unable to hire candidates residing in ND, AL, HI, PR or outside the contiguous US.

Please note that our recruitment team will only contact candidates via an official company email address ending in @nadiacare.com. Be cautious of scams; Nadia Care will never ask for financial information or payments at any stage of the hiring process.

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