[Hiring] IT Support Administrator @Mindful Health

Role Description

The IT Support Administrator is the primary contact for day-to-day technology support across Mindful Health. This position resolves support requests, prepares computers and user accounts, assists with employee onboarding and offboarding, supports AdvancedMD and other business applications, and maintains technology equipment and records.

This position reports to the Director of Technology & Infrastructure. The successful candidate will independently handle routine support issues and escalate security, infrastructure, access, and vendor concerns when needed.

This is a remote position open to candidates within the United States. Preference may be given to qualified candidates near San Antonio, Texas. Occasional travel to Mindful Health locations may be required.

The position requires someone dependable and self-directed who takes ownership of assigned work, remains productive without continuous supervision, and communicates progress or delays without repeated follow-up.

Key Responsibilities

• Serve as the first point of contact for help-desk requests.
• Troubleshoot common hardware, software, email, login, printer, and internet problems.
• Document each request and manage it until resolved.
• Provide remote support to clinical and administrative employees.
• Provide onsite support and travel when needed.
• Configure and deploy computers, monitors, phones, printers, and other IT equipment.
• Support employee onboarding, offboarding, transfers, name changes, and access requests.
• Create, update, and disable user accounts in approved systems.
• Perform routine work in Microsoft 365, Microsoft Entra ID, and Microsoft Intune.
• Assist with multifactor authentication, security groups, software deployment, device enrollment, and compliance issues.
• Support BitLocker recovery, Windows updates, computer resets, device replacements, and endpoint security.
• Provide first-line support for AdvancedMD and other healthcare applications.
• Assist with user setup, access changes, workflow questions, and technical problems.
• Document unresolved problems and work with vendors until they are resolved.
• Maintain accurate records of equipment, software, licenses, and assigned users.
• Deploy, transfer, recover, repair, and retire IT equipment.
• Assist with purchasing, warranties, and replacement planning.
• Troubleshoot phones, displays, conference-room equipment, wired and wireless connections, and other clinic technology.
• Assist with clinic openings, moves, equipment installations, system upgrades, documentation, and other IT projects.
• Follow company security, access, HIPAA, and privacy requirements.
• Report major security, system, compliance, or access concerns to the Director of Technology & Infrastructure.

Qualifications

• High school diploma or equivalent required.
• At least two years of work experience in IT support, desktop support, help-desk support, or a related IT role.
• Hands-on experience supporting Windows computers and Microsoft 365 applications.
• Experience configuring and deploying computers and supporting employees onboarding and offboarding.
• Experience using a ticketing or IT service-management platform.
• Experience with Microsoft Entra ID, Microsoft Intune, or another endpoint-management platform is preferred.
• Experience supporting AdvancedMD or another electronic health record or practice-management system is preferred.
• Healthcare or behavioral health experience is preferred.
• Relevant CompTIA or Microsoft certifications are preferred.
• A valid driver’s license and reliable transportation are required when travel to Mindful Health locations is necessary.

Required Skills

• Strong troubleshooting and practical problem-solving skills.
• Excellent attention to detail and commitment to accurate work.
• Ability to organize work, manage competing priorities, and meet deadlines.
• Ability to work independently while remaining responsive, accountable, and collaborative.
• Strong interpersonal skills and a professional, service-focused approach.
• Clear and effective verbal and written communication.
• Sound judgment, integrity, and the ability to handle sensitive information appropriately.
• Strong understanding of confidentiality, access control, and the protection of patient and business information.
• Ability to document work clearly and communicate progress, delays, and concerns proactively.
• Ability to take ownership of assigned issues and follow them through completion or appropriate escalation.

Physical and Travel Requirements

• Ability to work at a computer for extended periods, including typing and viewing a monitor.
• Ability to sit, stand, bend, reach, and move as needed when installing or troubleshooting technology equipment.
• Ability to lift, carry, push, and pull equipment weighing up to 25 pounds.
• Ability to connect, disconnect, carry, and install computers, monitors, phones, printers, and related equipment.
• Ability to communicate effectively by phone, video conference, email, and other business communication methods.
• Ability to travel occasionally to assigned Mindful Health locations.
• Ability to perform the essential duties of the position, with or without reasonable accommodation.

Performance Expectations

• Be available and responsive during scheduled work hours.
• Monitor the support queue without repeated reminders.
• Complete assigned work with minimal supervision.
• Provide clear updates about progress and delays.
• Ask for help before a request or deadline becomes overdue.
• Own each assigned issue until it is resolved or escalated.
• Document completed work, pending items, and next steps.

Benefits

• 120 hours (15 days) of paid time off annually.
• 40 hours (5 days) of paid sick leave.
• 24 hours (3 days) of paid bereavement leave per occurrence.
• Comprehensive medical and supplemental insurance, including vision, dental, short-term and long-term disability, and life insurance.
• Access to professional development opportunities to support growth and career advancement.