IT Support Specialist - Remote

Overview

Radicle Health acquires, invests, and operates mission critical human services software (SaaS) companies. We believe that human services agencies and the people they serve deserve functional, modern, and easy-to-use software. And we believe we’re the ones to build it. Radicle Health is backed by Alpine Software Group (ASG), a leading private equity investor in vertical SaaS businesses.

In Short

• Provide technical support to employees, troubleshooting and replacing hardware, software, and network issues while maintaining a help desk system to track and resolve support requests within defined SLAs.
• Assist IT Management in maintaining and optimizing Radicle Health’s IT infrastructure, including servers, networks, and hardware, ensuring system uptime, reliability, and performance.
• Monitor system performance, proactively identifying and addressing potential issues, implementing preventative measures to reduce downtime.
• Oversee software and hardware installations, upgrades, and patch management to ensure systems remain secure, up-to-date, and efficient.
• Develop and deliver IT training to employees, improving overall IT literacy, reducing repetitive support requests, and ensuring new hires are properly onboarded with the necessary systems and tools.
• Implement and maintain security protocols, firewalls, and antivirus solutions to protect against cybersecurity threats while ensuring compliance with data protection regulations (e.g., HIPAA, CCPA).
• Work with IT Management to evaluate and enhance system performance, identifying opportunities for automation, process improvements, and infrastructure upgrades to increase efficiency and scalability.
• Collaborate with vendors and third-party service providers to ensure timely support and resolution of external IT issues.
• Maintain detailed documentation of IT systems, processes, configurations, and standard operating procedures (SOPs) for troubleshooting, audits, and process consistency.
• Assist IT Management with special projects such as data migration, software implementation, and security initiatives.
• Manage IT onboarding for new hires, including setting up workstations, configuring access, and providing training on internal systems and tools.
• Order and manage workstations, peripherals, and related IT equipment to ensure employees have the necessary resources to perform their roles effectively.

Requirements

• 1-3 years of experience in IT Support or a related role.
• Bachelor’s degree in Information Technology/Systems, Computer Science, or a related field (preferred) or relevant certifications such as CompTIA A+, Network+, or similar IT certifications.
• Proficiency with Windows and MacOS operating systems; some experience with Linux.
• Experience with Azure, EntraID (AzureAD), Microsoft365 administration, Microsoft Office Suite, Microsoft Intune, AWS, and cloud computing.
• Strong knowledge of servers, networking, security best practices, and remote workstation management (MDM/RMM tools).
• Familiarity with password managers, scripting/automation (Windows PowerShell), ticketing platforms, and remote installations.
• Hands-on experience with system installation, configuration, troubleshooting, and evolving IT processes (account management, hardware provisioning, security considerations).
• Excellent communication, interpersonal, and customer service skills, with the ability to explain technical concepts to non-technical users clearly.
• Strong analytical and troubleshooting skills, proactive problem-solving, and ability to manage multiple work streams effectively.
• Detail-oriented with a commitment to quality, confidentiality, and collaboration within a team environment.

Benefits

• Annual company bonus
• 401k matching
• Medical, dental and vision healthcare coverage
• Unlimited PTO
• Paid holidays
• Volunteer time off
• Paid parental leave