IT Support Lead

United StatesRemoteFull-timelead

OtherIt Support

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Quick Summary

Requirements Summary

4–6+ years of IT support experience, including experience serving as a senior or sole IT resource responsible for a broad range of IT operations.

Technical Tools

OtherIt Support

This role offers the opportunity to lead day-to-day IT support, identity and access management, and endpoint operations for a growing distributed team. You will serve as the primary technical escalation point while establishing scalable, secure, and audit-ready IT processes. The position combines hands-on technical support with ownership of onboarding, offboarding, device management, and access controls. You will work closely with leadership and security stakeholders to strengthen IT operations in a compliance-driven environment. Success requires strong independence, sound security judgment, excellent communication, and the ability to solve ambiguous problems proactively. This is an impactful role for an IT professional who enjoys building structure while remaining deeply involved in day-to-day technical operations.

Serve as the primary point of contact and escalation lead for Tier 1–3 technical support requests, resolving issues across hardware, operating systems, applications, connectivity, email, printing, and user access.
Support end users across Windows and macOS environments while managing tickets within established SLAs and maintaining clear escalation paths.
Own end-to-end employee onboarding and offboarding, including account provisioning, device setup, access management, training, and timely deprovisioning.
Lead IAM processes and access reviews, applying least-privilege principles and maintaining accurate, audit-ready records of system and application access.
Administer Microsoft Intune, Microsoft 365, Microsoft Defender, and Google Workspace across a distributed, multi-platform device environment.
Establish and enforce endpoint security policies covering encryption, patching, compliance, MFA, conditional access, and device protection.
Manage company hardware logistics, including procurement recommendations, inventory tracking, device deployment, shipping, repairs, returns, and lifecycle management.
Maintain and troubleshoot core SaaS applications and support SSO configurations and access-related issues.
Build and maintain PowerShell and Bash scripts to automate repetitive IT, access-management, onboarding, offboarding, and device-provisioning tasks.
Support HIPAA-related IT controls, security policy enforcement, audit evidence collection, and access remediation in partnership with security leadership.
Maintain clear, scalable, and audit-ready documentation covering common issues, technical procedures, access controls, and internal IT guides.
Identify opportunities to improve IT processes and documentation so that operations can scale effectively as the organization grows.

Requirements

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4–6+ years of IT support experience, including experience serving as a senior or sole IT resource responsible for a broad range of IT operations.
2–3 years of experience working in a startup environment, ideally as a one-person IT function or within a lean technical team.
Demonstrated ability to independently manage infrastructure, endpoint management, security, IAM, and end-user support without relying on a large IT team.
Strong understanding of security fundamentals, including endpoint protection, identity and access security, encryption, patch management, MFA, conditional access, and least-privilege principles.
Experience handling protected health information and working in HIPAA-regulated environments.
Hands-on experience administering Microsoft Intune and supporting both Windows and macOS environments.
Experience owning IAM and access-management strategy, including onboarding, offboarding, access reviews, role and permission management, and deprovisioning.
Experience with ticketing platforms and managing technical support work against defined SLAs.
Scripting experience with PowerShell and/or Bash for IT automation.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical employees and communicate effectively with leadership.
Excellent customer service skills, including patience, empathy, and a reassuring approach when supporting users under pressure.
Ability to work independently, manage competing priorities, take ownership of ambiguous problems, and operate effectively in a remote environment.
Willingness to ship, receive, and temporarily store company equipment such as laptops at home as part of the device lifecycle process.
Must be based in the United States and reside in the Eastern Time Zone.
Familiarity with SOC 2, Microsoft Defender, Azure AD, Google Workspace administration, and security-focused projects is preferred.
Relevant certifications such as Microsoft Endpoint Administrator, Google Workspace Administrator, CompTIA Security+, or ITIL Foundation are a plus.
Experience mentoring junior IT professionals or providing technical guidance is also preferred.