End-User Support and Technical Resolution
Request Management: Own and manage the lifecycle of all end-user support requests within the ticketing system. This includes triage, prioritization, assignment, escalation, and timely resolution of technical issues in alignment with Service Level Agreements (SLAs).
Enterprise Application Support: Serve as the primary point of contact for resolving complex technical issues and providing specialized support for all corporate applications, including SaaS platforms, and collaboration suites.
Identity and Access Management (IAM): Execute timely and accurate end-user provisioning and de-provisioning across all critical systems, ensuring compliance with security policies from onboarding through offboarding.
Security and Compliance Audits: Conduct comprehensive quarterly access reviews (QARs) to validate that users maintain the appropriate level of access necessary for their roles (Principle of Least Privilege), identifying and remediating any access discrepancies to maintain a strong security posture and meet regulatory requirements.
Device Configuration and Management: Oversee the entire lifecycle management of all corporate-owned devices (laptops, mobile devices, peripherals). This includes procurement, standardized imaging, deployment, configuration via Mobile Device Management (MDM) solutions, routine maintenance, inventory tracking, and eventual secure decommissioning.
Technology Operations and Security: Act as the administrator for a diverse portfolio of third-party, cloud-based applications including vendor management, license tracking, configuration changes, integration maintenance, performance monitoring, and ensuring vendor compliance with HBH security standards.
Security Awareness and Training: Develop, implement, and lead mandatory security awareness programs and training sessions for all HBH employees.
Standard Operating Procedures (SOP) Documentation: Be responsible for the meticulous creation, maintenance, and continuous improvement of comprehensive documentation, including detailed Standard Operating Procedures (SOPs), knowledge base articles, runbooks, and system architecture documentation to ensure operational consistency and facilitate efficient knowledge transfer.
Business Systems Ownership: Manage, optimize, and improve the performance, reliability, and security of HBH's core business systems and operational technology stack.
Strategic Solutions Development: Partner with various business units to develop, implement, and support innovative technology solutions.

Requirements

Bachelor’s degree in computer science, information technology, or another STEM field is preferred; relevant experience is acceptable in lieu of degree. Professional certifications are a plus
Minimum of four years relevant professional experience
Experience planning, building, operating and maintaining IT solutions
Advanced proficiency with IT solutions and/or processes including: user provisioning/de-provisioning, PC configuration and support, SaaS application configuration, and others
Foundational proficiency with security solutions and/or processes including: device management, audit support, access management, access reviews, patch management, multi-factor authentication, and others
Excellent organizational skills and the ability to switch context quickly
Outstanding communication abilities; strong interpersonal skills to deal effectively with a broad base of customers, suppliers, clinicians, and other business professionals
Specific platform knowledge is a plus, including: Atlassian, Google Workspace, JumpCloud, macOS, Venn, Windows, Zoom, and others
Healthcare industry knowledge, including HIPAA is a plus
Experience participating in SOC2 or HITRUST assessments is a plus

Benefits

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

end-user supporttechnical resolutionrequest managementidentity and access managementdevice configurationsecurity auditsuser provisioningSaaS application configurationpatch managementmulti-factor authentication

Soft Skills

organizational skillscommunication abilitiesinterpersonal skillscontext switching

Certifications

Bachelor’s degree in computer scienceBachelor’s degree in information technologySOC2 assessment participationHITRUST assessment participation