IT Support Specialist

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-level support for providers across multiple platforms (EHR, video conferencing, secure messaging, etc.).
• Respond to IT requests via phone, chat, and email, prioritizing issues based on clinical impact.
• Diagnose and resolve hardware/software issues, escalating as needed to Corporate IT or Engineering.
• Proactively identify common problems and propose tools, automation, or documentation to reduce friction.

Device & Access Management

• Provision laptops, tablets, headsets, and other hardware for new providers.
• Enroll and manage devices using MDM to ensure security and compliance.
• Track and manage hardware returns, repairs, and replacements.
• Ensure timely setup of accounts, permissions, and tools as part of onboarding/offboarding workflows.

Clinic & Field Support

• Travel to clinics (20 30%) to assist with onsite AV equipment setup, troubleshooting, and relationship-building with field teams.
• Maintain clinic A/V setups aligned with Frontera s telehealth and data capture platform requirements.
• Train providers on basic use of IT tools and hardware during clinic visits.

Security, Compliance & Documentation

• Enforce HIPAA and SOC 2 best practices in provider access and device usage.
• Support compliance audits with accurate inventory, logs, and workflow documentation.
• Maintain and contribute to IT knowledge base articles, training materials, and onboarding guides.

Collaboration & Communication

• Serve as the clinical IT liaison to Corporate IT for escalations and shared initiatives.
• Work cross-functionally with Clinical Operations to anticipate and prepare for new clinic launches or tech rollouts.
• Monitor support trends and share insights to inform future tooling or infrastructure improvements.

What You Bring

• 2+ years of experience in IT support, ideally in a clinical or field-based environment.
• Strong troubleshooting skills across Windows/macOS and mobile platforms (iOS/Android).
• Comfort working independently in a remote-first, distributed team.
• Experience supporting HIPAA-compliant environments or SOC 2 readiness preferred.
• Ability to travel regularly (up to 30%) to support clinic setups and relationship-building.
• Excellent communication skills and a calm, service-oriented mindset.
• Ability to juggle multiple priorities while staying organized and detail-oriented.
• Bonus: Experience with MDM tools, endpoint security, or clinical software platforms.

You Might Be a Great Fit If

• You thrive in fast-paced, high-growth environments and love being the go-to person for solving problems.
• You treat every support interaction as an opportunity to build trust and reduce friction.
• You document as you go not just for yourself, but for the next person who needs help.
• You re energized by mission-driven work and care about making a difference in people s lives.
• You think like a systems builder and constantly look for ways to improve, automate, and scale