IT Support and Systems Specialist

Position Summary: 

The Dow Collective is seeking a hands-on, strategic, and forward-thinking IT Support and Systems Specialist to manage day-to-day technology needs across multiple business entities. This role is both on-site and remote, requiring someone who can quickly solve technical issues and proactively improve systems and processes. This is a part-time, hourly, in-office position requiring 15-20 hours per week. 

The Dow Collective is a Management Service Organization providing administrative resources to Mental Health Programs to streamline processes so that clinicians can focus on clinical work.

This role is the go-to resource for employee tech support, device setup, troubleshooting, and long-term IT planning alongside our contracted IT partner. We’re looking for someone who pairs strong technical skills with great interpersonal strengths.

Essential Functions and Responsibilities:

On-Site & Remote Support

• Provide on-site IT support in Boston and New York offices
• Deliver remote support for employees in Los Angeles and other out-of-state locations
• Troubleshoot and resolve hardware, software, and network issues for Mac and Windows systems
• Respond promptly to help requests and technical emergencies
• Coordinate IT needs with the contracted IT company to maintain HIPAA compliance, tech updates, and staff needs with the Director of Administration 

Device & User Management

• Set up, configure, and distribute new employee devices (tablets, laptops, phones, etc.)
• Maintain Google groups, chats, and drives with current employee lists
• Manage onboarding and offboarding technology processes (retrieving and wiping old devices) 
• Maintain inventory of devices, licenses, and IT assets
• Ensure proper security configurations on all company devices

Systems & Infrastructure

• Manage user accounts, permissions, and access across platforms (email, QuickBase, etc.)
• Support and optimize Google Workspace with the Director of Administration 
• Coordinate with vendors and service providers (Wifi companies, phone company, etc.) as needed with the Director of Administration 
• Work alongside the Director of Administration as the privacy officer with HIPAA compliance company
• Renew SSL certificates 30-90 days before expiration 
• Manage phishing protocols 
• Enforce strong password and two factor authentication policies 
• Maintain a system for archiving HIPAA documentation within email system 

Strategic & Forward-Thinking IT

• Identify opportunities to improve systems, workflows, and security
• Recommend and help implement scalable IT solutions as the business grows
• Develop documentation, best practices, and IT policies with the Director of Administration 
• Proactively plan for future technology needs across all locations

Preferred Skills:

• Experience supporting multi-location or multi-entity businesses
• Knowledge of MDM tools, VPNs, and endpoint security
• Prior startup or high-growth company experience
• Associate or Bachelor’s degree in computer science, information technology, or related field

Success Factors/Job Competencies:

• Problem-solving skills on both strategic and functional levels
• Commitment to company values and philosophy
• Excellent interpersonal and communication skills
• Strong team player, flexibility, and creativity 

Physical Demands and Work Environment:

• Physical Demands: While performing the duties of this job, the employee is often required to walk, sit, drive a vehicle, use hands to type, handle or feel objects, reach with hands and arms, bend, walk up and downstairs, talk, hear, and see
• Work Environment: Most work is performed inside of the office setting

Qualifications Required:

• 3+ years of experience in IT support, systems administration, or a similar role
• Strong knowledge of MacOS and Windows environments
• Experience supporting both on-site and remote users
• Familiarity with networking basics, device management, and security best practices
• Excellent problem-solving and communication skills
• Ability to work independently and manage multiple priorities