IT Support Specialist

Iterative Health•Cambridge, MA

11h•$70,000 - $90,000•Hybrid

About The Position

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 Overview Iterative 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).

Requirements

5+ years of hands-on IT support experience (Tier 1/Tier 2)
Experience supporting both Windows and macOS environments
Strong experience with remote support tools and workflows
Professional experience with: Microsoft 365 administration Okta administration Microsoft Entra ID
Solid understanding of cybersecurity fundamentals, including endpoint security and access control best practices
Familiarity with SOC 2 expectations and working in environments with compliance requirements
Strong troubleshooting skills: able to isolate issues quickly and escalate appropriately
Excellent communication skills, especially in high-pressure / high-urgency situations

Nice To Haves

Scripting or programming experience (PowerShell, Python, etc.)
Experience conducting security audits, access reviews, and systems compliance checks
Experience supporting healthcare/clinical environments involving PHI
Experience supporting multi-site organizations and integrating systems/processes during growth
Bachelor’s degree preferred, or equivalent professional IT experience
Microsoft certifications such as MS-900 or MD-102
ITIL Foundation
Okta Certified Professional

Responsibilities

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.
Own end-user onboarding/offboarding workflows including: laptop provisioning account creation / deprovisioning software deployment access requests and approvals
Provision and manage users and access in: Microsoft 365 Google Workspace Okta Microsoft Entra ID
Maintain documentation and ensure procedures are consistent and auditable.
Administer and support endpoint management systems including: Microsoft Intune Kandji Windows Autopilot Apple Business Manager
Support endpoint security tooling such as Microsoft Defender and Bitdefender.
Track, manage, and maintain endpoint inventory lifecycle (procurement, configuration, deployment, repairs, replacements).
Work 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.
User directory audit and access validation (M365/Google/Okta/Entra)
Endpoint inventory audit and lifecycle controls
Creation and improvement of KB articles and internal IT documentation
Supporting integrations or company expansion initiatives (including multi-site support)