IT Support Specialist

Back to jobs New IT Support Specialist Cambridge, MA Apply Iterative Health is a healthcare technology and services company powering the acceleration of clinical research to transform patient outcomes. The Iterative Health Site Network is a premier network of 70+ clinical research sites across US and Europe accelerating the path to market for gastrointestinal (GI) and hepatology novel therapies. Our focus is on driving the success and growth of our partner sites by empowering them with tech-enabled services. By combining deep expertise in clinical trials with cutting-edge AI, we empower research teams and study sponsors to expand and expedite access to novel therapeutics for patients in need. Role Overview Iterative Health is seeking a skilled and dependable IT Support Specialist to provide end-user and systems support across multiple sites. This role will report directly to the Sr. IT Systems Administrator and will serve as a key IT resource supporting a growing organization of approximately 300 users. This position is ideal for a hands-on IT professional who combines strong technical troubleshooting ability with  clear, confident communication — especially when supporting VIP stakeholders and addressing cybersecurity and compliance needs (SOC 2, PHI handling). What You’ll Do (Key Responsibilities) End-User Support (Remote + Desk-side) Provide Tier 1 / Tier 2 support for Windows and macOS users in a hybrid environment. Troubleshoot and resolve issues across hardware, operating systems, SaaS applications, security tools, and connectivity. Provide professional, high-touch support to all user levels, including executives and external key opinion leaders.m. Provide remote support using Splashtop , plus phone/chat/video and in-person support as needed. Support conference rooms and AV / meeting technology as needed. Onboarding, Offboarding, and Provisioning Own end-user onboarding/offboarding workflows including: laptop provisioning account creation / deprovisioning software deployment access requests and approvals Provision and manage users and access in: Microsoft 365 Google Workspace Okta Microsoft Entra ID Maintain documentation and ensure procedures are consistent and auditable. Device Management & Endpoint Operations Administer and support endpoint management systems including: Microsoft Intune Kandji Windows Autopilot Apple Business Manager Support endpoint security tooling such as Microsoft Defender and Bitdefender. Track, manage, and maintain endpoint inventory lifecycle (procurement, configuration, deployment, repairs, replacements). ITSM & Documentation Work within ITSM ticketing systems ( Freshservice and/or Jira ) to track, resolve, and document support activities. Create and maintain Knowledge Base (KB) documentation and user-facing guides. Contribute to continuous improvement of IT workflows and service delivery. Key Projects You’ll Contribute To User directory audit and access validation (M365/Google/Okta/Entra) Endpoint inventory audit and lifecycle controls Creation and improvement of KB articles and internal IT documentation Supporting integrations or company expansion initiatives (including multi-site support) What We’re Looking For (Required Qualifications) 5+ years of hands-on IT support experience (Tier 1/Tier 2) Experience supporting both Windows and macOS environments Strong experience with remote support tools and workflows Professional experience with: Microsoft 365 administration Okta administration Microsoft Entra ID Solid understanding of cybersecurity fundamentals , including endpoint security and access control best practices Familiarity with SOC 2 expectations and working in environments with compliance requirements Strong troubleshooting skills: able to isolate issues quickly and escalate appropriately Excellent communication skills, especially in high-pressure / high-urgency situations Nice-to-Have Qualifications Scripting or programming experience (PowerShell, Python, etc.) Experience conducting security audits, access reviews, and systems compliance checks Experience supporting healthcare/clinical environments involving PHI Experience supporting multi-site organizations and integrating systems/processes during growth Preferred Education/Certifications Bachelor’s degree preferred, or equivalent professional IT experience Microsoft certifications such as MS-900 or MD-102 ITIL Foundation Okta Certified Professional Success in This Role A successful IT Support Engineer at Iterative Health will: deliver consistent, reliable support outcomes communicate clearly with stakeholders (especially VIP users) proactively document systems and support procedures contribute to measurable improvements in security, endpoint management, and user onboarding quality be dependable and accurate — matching confidence with real capability New York pay range $70,000 - $90,000 USD At Iterative Health, we’re actively working towards creating an environment that is representative of the diversity of patients our technology serves. 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