[Hiring] IT Support Specialist II @InStride Health

Role Description

We are looking for an IT Support Specialist II to deliver prompt and effective technical support across our fully remote and diverse workforce. This role sits at the intersection of end-user support, identity and access management, and SaaS platform administration, requiring both technical depth and strong communication skills to diagnose problems, explain solutions, and ensure user satisfaction. You will serve as the primary escalation point for complex issues, administer core identity and productivity platforms, and support InStride’s expanding use of AI-powered tools and workflows. The ideal candidate is technically capable, customer-focused, and comfortable operating with some autonomy in a fast-moving healthcare technology environment. This is a fully remote position.

Responsibilities

• Technical Support and Escalation
  • Serve as the L2 escalation point for complex issues, using root-cause analysis to identify patterns and drive durable resolutions.
  • Ensure minimal downtime through prompt issue resolution and proactive system monitoring.
  • Maintain clear, timely communication with users throughout the support lifecycle.
• Identity, Access & Systems Administration
  • Administer Okta including RBAC policy configuration, group management, and provisioning/deprovisioning workflows.
  • Manage Google Workspace user lifecycle, org unit structure, security configurations, and advanced settings.
  • Administer Kandji (MDM) for macOS fleet management including device enrollment, policy configuration, app deployment, and compliance enforcement.
  • Support RBAC audits, access reviews, and privilege hygiene in alignment with HIPAA and security policy.
  • Manage SaaS application provisioning in coordination with IT leadership and security standards.
  • Support collaboration tools including Slack, Zoom Phone, and Zoho platforms.
• AI Tool Support and Adoption
  • Support company-wide onboarding and troubleshooting for approved AI platforms and productivity tools.
  • Assist with access administration and license management as AI tool adoption scales.
  • Contribute to AI-assisted automation of IT workflows (e.g., ticket triage, self-service workflows, knowledge base improvements).
  • Help staff get productive with AI tools through documentation, guidance, and light training support.
• Onboarding and Offboarding
  • Support employee onboarding and offboarding processes including device provisioning, account creation/deactivation, and access management in coordination with the L1 support team.
  • Maintain and contribute to onboarding runbooks and documentation.
• Projects, Knowledge & Vendor Management
  • Assist in planning and delivery of IT projects, ensuring alignment with timelines and cross-functional collaboration.
  • Create and maintain knowledge base articles, SOPs, FAQs, and instructional walkthroughs.
  • Interact professionally with external vendors and stakeholders; support vendor onboarding and troubleshooting in coordination with IT leadership.
• Security and Compliance
  • Maintain security measures to protect sensitive data and systems in accordance with HIPAA.
  • Support endpoint protection tools including SentinelOne and email security tools including Proofpoint.
  • Ensure compliance with company policies and industry regulations.
  • Escalate security incidents per established protocols and coordinate with the security team as needed.

Qualifications

• 2-4 years experience as an IT Support Specialist or other IT customer support role.
• Good understanding of IT hardware and software; experience with macOS, Okta, Google Workspace Enterprise, Kandji (MDM), SentinelOne, Proofpoint, Slack, Zoom Phone, Atlassian/JSM, Zoho, and AI productivity tools is a plus.
• Excellent communication and documentation skills.
• Customer-first mindset.
• Ability to maintain confidentiality of company information (understanding of HIPAA is desired).
• Ability to prioritize tasks and incoming workflows by business-impact and other metrics as defined.
• BS/BA in IT, Computer Science or relevant field and/or IT Certifications (CompTIA A+, Apple Desktop Certified, Google IT Support Certification, Okta Certified Administrator, etc.).

Requirements

• The expected annual base salary for this role is between $64,000–$72,000. Actual starting salary will be determined on an individualized basis and will be based on several factors including but not limited to specific skill set, work experience, etc.

Benefits

• Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more).
• Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment.
• Chance to make a far-reaching impact by helping children and families access desperately-needed, evidence-based care.
• Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem.
• Fully virtual: work from the comfort of your home with periodic in-person retreats.