IT Support Specialist

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 OverviewIterative 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 ProvisioningOwn end-user onboarding/offboarding workflows including:laptop provisioningaccount creation / deprovisioningsoftware deploymentaccess requests and approvalsProvision and manage users and access in:Microsoft 365Google WorkspaceOktaMicrosoft Entra IDMaintain documentation and ensure procedures are consistent and auditable.Device Management & Endpoint OperationsAdminister and support endpoint management systems including:Microsoft IntuneKandjiWindows AutopilotApple Business ManagerSupport endpoint security tooling such as Microsoft Defender and Bitdefender.Track, manage, and maintain endpoint inventory lifecycle (procurement, configuration, deployment, repairs, replacements).ITSM & DocumentationWork 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 ToUser directory audit and access validation (M365/Google/Okta/Entra)Endpoint inventory audit and lifecycle controlsCreation and improvement of KB articles and internal IT documentationSupporting 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 environmentsStrong experience with remote support tools and workflowsProfessional experience with:Microsoft 365 administrationOkta administrationMicrosoft Entra IDSolid understanding of cybersecurity fundamentals, including endpoint security and access control best practicesFamiliarity with SOC 2 expectations and working in environments with compliance requirementsStrong troubleshooting skills: able to isolate issues quickly and escalate appropriatelyExcellent communication skills, especially in high-pressure / high-urgency situationsNice-to-Have QualificationsScripting or programming experience (PowerShell, Python, etc.)Experience conducting security audits, access reviews, and systems compliance checksExperience supporting healthcare/clinical environments involving PHIExperience supporting multi-site organizations and integrating systems/processes during growthPreferred Education/CertificationsBachelor's degree preferred, or equivalent professional IT experienceMicrosoft certifications such as MS-900 or MD-102ITIL FoundationOkta Certified ProfessionalSuccess in This RoleA successful IT Support Engineer at Iterative Health will:deliver consistent, reliable support outcomescommunicate clearly with stakeholders (especially VIP users)proactively document systems and support procedurescontribute to measurable improvements in security, endpoint management, and user onboarding qualitybe dependable and accurate - matching confidence with real capabilityNew York pay range$70,000-$90,000 USDAt Iterative Health, we're actively working towards creating an environment that is representative of the diversity of patients our technology serves. We are focused on building an equitable and inclusive culture, and by extension, hiring process. If you require any accommodations to make the application process or interviewing experience more accessible to you, please contact .

Created: 2026-04-02