Copy of Copy of IT Support Specialist

Job Title: IT Support Specialist (Remote, 1099 Contractor)
Location: Fully Remote
Job Type: (Approx. 20 hours per week, 1099 Contractor)

Key Responsibilities:

• Technical Support & Ticket Management
• • Manage and respond to IT support tickets in a timely manner.
  • Provide remote technical assistance to staff, resolving hardware, software, and access issues.
  • Support users on platforms including Charm (EHR), Rippling (HRIS), Google Workspace, and Slack.
  • Troubleshoot system issues such as login/access problems, app integration errors, and connectivity concerns.
    
    
    
• System Setup & Maintenance
• • Configure new user accounts and ensure secure access across systems.
  • Maintain software updates and system settings for performance and security.
  • Assist with device setup and remote configuration (Windows and/or Mac).
    
    
    
• Security & Compliance
• • Maintain HIPAA-compliant data security across all systems and devices used by staff and contractors.
  • Implement and monitor multi-factor authentication (MFA), strong password protocols, and role-based access controls (RBAC).
  • Ensure all devices connecting to company systems meet security requirements, including antivirus protection, disk encryption, and automatic updates.
  • Regularly review and update user permissions to prevent unauthorized access to PHI (Protected Health Information).
  • Assist with incident response procedures, including documenting and escalating potential breaches or security threats.
  • Conduct periodic security audits, identify vulnerabilities, and recommend system improvements.
  • Partner with leadership to maintain a culture of security awareness, including providing user guidance and reinforcing best practices.
  • Investigate the need for additional security such as VPN service.

• Platform Support
• • Provide technical guidance and documentation to help staff use key tools effectively.
  • Coordinate with vendors or platform support teams as needed to resolve escalated issues.
    
    
    
• Process Improvement
• • Recommend and implement workflow or IT infrastructure improvements.
  • Document common solutions and create internal guides for staff.
  • Performs other related duties as assigned or required to support organizational needs.

Preferred Skills and Qualifications

• Proven experience in IT support, technical helpdesk, or similar roles
• Strong familiarity with Google Workspace, Slack, and cloud-based software environments
• Experience managing user access and troubleshooting issues in SaaS platforms
• Working knowledge of HIPAA compliance and remote work security best practices
• Experience supporting healthcare or telehealth platforms (Charm EHR experience highly preferred)
• Familiarity with Rippling or similar HR/payroll systems
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Demonstrated ability to lead and support staff with varying levels of technical expertise, with patience and clear communication
• Excellent communication skills and the ability to explain technical concepts clearly to non-technical users
• Self-motivated, with strong organizational and time management skills
• CompTIA A+, Network+, or Security+ certification (a plus)