IT Technical Support Specialist

ZipRecruiter; Boston (MA); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic team dedicated to improving patient outcomes through innovative technology. As an IT Technical Support Specialist, you'll ensure the reliability and security of IT infrastructure while supporting a remote workforce. Your role will involve managing workstations, SaaS applications, and security tools, all aimed at enhancing operational efficiency. This position offers a unique opportunity to contribute to a mission-driven organization that values collaboration and innovation in clinical research. If you're passionate about technology and eager to make a difference, this role is perfect for you.

Qualifications

• 4+ years in IT support or related roles with strong macOS troubleshooting skills.
• Experience managing Apple devices and MDM solutions like Jamf.

Responsibilities

• Provide day-to-day IT support for employees, ensuring smooth operation of Mac environments.
• Monitor and maintain security tools, including VPN and antivirus solutions.

Skills

IT support

macOS support

MDM solutions (Jamf, VMware)

IAM solutions (Okta, Microsoft Entra)

Jira configuration and administration

VPN solutions

AWS Workspaces

Slack administration

Tools

Jira

Confluence

CrowdStrike

VMware Workspace ONE UEM

Jamf

Job description

Job DescriptionJob Description

At OneStudyTeam (a Reify Health company), we specialize in speeding up clinical trials and increasing the chance of new therapies being approved with the ultimate goal of improving patient outcomes. Our cloud-based platform, StudyTeam, brings research site workflows online and enables sites, sponsors, and other key stakeholders to work together more effectively. StudyTeam is trusted by the largest global biopharmaceutical companies, used in over 6,000 research sites, and is available in over 100 countries. Join us in our mission to advance clinical research and improve patient care.

One mission. One team. That's OneStudyTeam.

As a IT Technical Support Specialist, you will play a critical role in ensuring the reliability, security, and efficiency of our IT infrastructure. This role requires a proactive, hands-on professional who can manage a remote workforce's IT needs, maintain compliance, and provide high-quality user support.

You will be responsible for managing workstations, SaaS applications, security tools, and IT operations, ensuring a seamless experience for employees. You'll also assist in onboarding/offboarding, security monitoring, and process improvement initiatives to enhance IT efficiency at scale.

What You'll Be Working On:

• IT Operations & User Support

  • Provide day-to-day IT support for employees, ensuring smooth operation of Mac and SaaS-based environments.
  • Troubleshoot and resolve IT issues related to hardware, software, network connectivity, and cloud services.
  • Onboard and offboard employees, ensuring timely provisioning/de-provisioning of user accounts, hardware, and software access.
  • Maintain and improve IT support documentation, including processes, troubleshooting guides, and IT policies.

• Device & SaaS Management

  • Develop scalable policies for managing workstations and mobile devices that meet security and compliance requirements.
  • Oversee the company's fleet of Mac workstations and mobile devices, ensuring compliance with security best practices.
  • Manage and optimize IT tools, including IAM solutions (Okta, Microsoft Entra), MDM platforms (Jamf, VMware Workspace ONE UEM), and IT ticketing systems (Jira, Confluence).

• Security & Compliance

  • Monitor and maintain security tools, including VPN, centralized antivirus (CrowdStrike), and endpoint management solutions.
  • Conduct periodic security reviews of IT activities, logs, and system configurations to prevent unauthorized access and vulnerabilities.
  • Stay current on security threats, vulnerabilities, and industry best practices, applying them to internal IT operations.

• Infrastructure & Process Improvement

  • Collaborate with security, IT, and engineering teams to implement necessary IT resources as the company scales.
  • Assist in deploying and managing VPN solutions, ensuring secure remote access for employees.
  • Support asset control and access management, ensuring accurate tracking and governance of IT resources.
  • Evaluate and recommend improvements to IT processes, focusing on automation and efficiency.

What You'll Bring to OneStudyTeam:

• Required Qualifications:

  • 4+ years in IT support, system administration, or related roles.
  • Strong experience in macOS support and troubleshooting for a remote-first team.
  • Experience managing a fleet of Apple devices, including MDM solutions like Jamf or VMware Workspace ONE UEM.
  • Hands-on experience with IAM solutions (Okta, Microsoft Entra).
  • Experience working with IT ticketing systems (Jira, Confluence, or similar).
  • Experience with Jira configuration and administration
  • Strong decision-making skills, with the ability to analyze technical challenges and implement solutions quickly.

• Qualifications:

  • Experience deploying and managing commercial VPN solutions.
  • Hands-on experience with AWS Workspaces or other virtual desktop solutions.
  • Familiarity with Slack administration and integrations.

We value and believe the unique contributions each of us brings drives our success. We do not discriminate on the basis of , , , , , , , marital status, veteran status, or status.

Note: OneStudyTeam is unable to sponsor work visas at this time. If you are a non-U.S. applicant, please note that OneStudyTeam works with a Professional Employer Organization.

As a condition of employment, you will abide by all organizational security and privacy policies.

This organization participates in E-Verify (E-Verify's Right to Work guidance can be found here).