IT Positions

IT Helpdesk Support (Tier 1 Support)

Summary:
Provides first-line technical support to internal staff and clinicians. Handles ticket intake, basic troubleshooting, system access issues, and proper escalation.

Key Responsibilities:
• Serve as the first point of contact via chat, email, or ticketing system.
• Perform basic troubleshooting such as password resets, MFA issues, connectivity, and hardware/software support.
• Escalate unresolved issues to Tier 2 or IT management.
• Accurately log incidents and resolutions.
• Assist with onboarding and offboarding, including device setup, user credential creation, and access rights.
• Maintain internal support documentation.
• Follow HIPAA guidelines and internal security protocols.

Qualifications:
• 1–2 years of IT support or call center/technical support experience.
• Strong English communication skills.
• Familiarity with Windows OS, Office 365, RingCentral, Zoho, or similar tools.
• CompTIA A+ preferred.

Junior Systems Administrator (Tier 2 Support)

Summary:
Supports and maintains the organization’s IT infrastructure, including user management, patching, backups, endpoint compliance, and network configuration.

Key Responsibilities:
• Manage user accounts, group policies, and device compliance (MDM/Intune).
• Perform patching, updates, and endpoint protection tasks.
• Manage Microsoft 365 tenants, distribution lists, and shared mailboxes.
• Assist with VPN, Wi-Fi, firewall, and network security configurations.
• Monitor data backups and restoration processes.
• Document SOPs and maintain IT asset inventory.
• Coordinate escalations with IT leadership.

Qualifications:
• 2–4 years of systems admin or IT operations experience.
• Knowledge of Windows Server, Azure AD, Intune, and networking fundamentals.
• Certifications such as CompTIA Network+ or Microsoft Azure Administrator.
• Strong troubleshooting skills.

Cybersecurity Analyst (Tier 1 SOC)

Summary:
Monitors and investigates security alerts, enforces security policies, coordinates with security service providers, and supports HIPAA-aligned security practices.

Key Responsibilities:
• Monitor SIEM alerts and analyze incoming security events.
• Review logs for suspicious activity and escalate as needed.
• Enforce MFA, encryption, and access-control policies.
• Handle phishing response, compromised accounts, and endpoint security alerts.
• Assist with vulnerability scans and remediation coordination.
• Prepare weekly security summaries for IT leadership.
• Collaborate with external security partners for incident response.

Qualifications:
• 2+ years in cybersecurity or IT operations.
• Certifications such as CompTIA Security+, SOC Analyst, or equivalent.
• Familiarity with SIEM tools (SentinelOne, Microsoft Defender, Sophos).
• HIPAA security knowledge preferred.

Data Analyst

Summary:
Transforms raw data into actionable insights that support operations, finance, intake, clinical workflows, and strategic decisions.

Key Responsibilities:
• Develop and maintain SQL Server views and stored procedures.
• Integrate and validate data across multiple platforms and internal systems.
• Build dashboards in BI tools (DOMO, Power BI, Tableau).
• Provide recurring KPI, financial, and operational reporting.
• Analyze response times, call center performance, and clinical metrics.
• Support modeling related to cost analysis, payer strategy, and contract performance.
• Conduct ad-hoc analysis for new initiatives.

Qualifications:
• 2+ years in analytics, BI, or operations.
• Strong SQL skills (Microsoft SQL Server preferred).
• Experience with BI tools such as DOMO, Power BI, or Tableau.
• Strong data modeling and Excel capabilities.
• Experience with healthcare or multi-system data is ideal.

IT Project Coordinator / Application Support Specialist

Summary:
Supports new IT implementations, workflows, automations, and system integrations across internal platforms.

Key Responsibilities:
• Coordinate small IT projects and implementation timelines.
• Maintain task trackers and follow up with vendors and stakeholders.
• Test integrations or automations before production release.
• Provide support for CRM/helpdesk or communication platforms.
• Gather user feedback and report insights to IT management.
• Schedule, document, and track IT improvement meetings.

Qualifications:
• 2–3 years in IT coordination, tech support, or systems administration.
• Familiarity with CRM or helpdesk tools.
• Strong communication and organizational skills.
• Project certifications such as CAPM or ITIL are a plus.

IT Documentation & Training Specialist

Summary:
Creates and maintains IT process documentation, SOPs, training materials, and knowledge-base content to support a distributed workforce.

Key Responsibilities:
• Develop and update IT and security SOPs.
• Create user guides for staff and clinicians (device setup, software tools, workflow instructions).
• Maintain documentation hubs such as Notion or Confluence.
• Prepare onboarding materials for new hires.
• Track hardware and software inventory.
• Support policy audits, version control, and compliance documentation.

Qualifications:
• 2+ years of experience in IT support, documentation, or technical communication.
• Excellent English writing skills.
• Experience with documentation tools and Microsoft Office Suite.
• Strong attention to detail and organizational ability.

IT Manager (Team Lead)

Summary:
Oversees the entire IT team, manages performance, aligns technical work with organizational leadership, and ensures operational excellence.

Key Responsibilities:
• Provide daily supervision and support to all offshore IT roles.
• Monitor performance, provide coaching, and manage escalations.
• Ensure adherence to workflows, KPIs, and security guidelines.
• Conduct regular syncs with organizational leadership.
• Review ticket quality, documentation, and project execution.
• Manage leave schedules, shift assignments, and resource planning.
• Support HIPAA-conscious operations and security best practices.

Qualifications:
• 5+ years of IT experience, including at least 2 years in leadership.
• Strong knowledge of IT operations, systems, networking, and security.
• Excellent communication and people-management skills.
• Ability to coordinate cross-functional support teams.

Note: Please indicate the Position you are applying for on the Cover Letter