IT Support Lead

Accountabilities:: 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: 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. Benefits: Salary range of $70,000–$80,000, with the final offer based on direct and relevant experience. Remote position available to candidates in the contiguous United States, with preference for candidates in the Eastern Time Zone. Monday–Friday schedule from 8:00 AM to 5:00 PM ET, with availability to respond to urgent issues when needed. Unlimited paid time off for full-time salaried employees after the 90-day introductory period. Three weeks of paid time off after the 90-day introductory period for full-time hourly employees. Annual paid holidays. Medical insurance covering hospital, surgical, and prescription drug benefits. Dental and vision insurance. Stock option grant. Life insurance and short- and long-term disability coverage. 401(k) retirement savings plan. Opportunity to make a direct impact on scalable IT operations, security, and employee experience. Fast-paced, mission-driven environment with opportunities to strengthen processes and build scalable infrastructure. Inclusive workplace that values empathy, collaboration, resilience, and diverse perspectives.