Solace, a rapidly growing Series B startup aiming to redefine healthcare advocacy, is seeking an IT Support Engineer. This remote role will be the primary technical resource responsible for maintaining smooth operations, managing user access, and ensuring security adherence for a fully distributed team.

• Location: Remote (United States)
• Employment Type: Full Time
• Experience: 2–4 years in IT support/helpdesk.
• Focus: End-user support, device management (macOS/Windows), identity management (Okta/Google Workspace), and security policy enforcement.

What You’ll Do: Support, Access, and Hardware Management

The engineer manages the full employee technology lifecycle, from provisioning to troubleshooting and infrastructure maintenance.

• Technical Support: Provide primary technical support via helpdesk, Slack, and other remote tools. Troubleshoot and resolve hardware, software, and connectivity issues across macOS, Windows, and mobile platforms.
• User & Identity Management: Manage user onboarding and offboarding, including device setup, account provisioning, and permissions through tools such as Google Workspace, Okta, and 1Password.
• System & Device Administration: Administer device management and endpoint-security tools. Maintain the company’s hardware inventory, asset tracking, and license management systems.
• Security Collaboration: Collaborate with the Security team to ensure adherence to security policies, including MFA, patching, and access-control requirements.
• Documentation & Projects: Document troubleshooting procedures, IT workflows, and user guides in the internal IT & Security Wiki. Participate in IT projects and process-improvement initiatives.
• Network/Office Support: Assist with network and office infrastructure support where applicable (printers, routers, A/V systems).

Required Experience and Skills: Distributed Environment Proficiency

Success requires strong hands-on skills across common enterprise and cloud technologies used by remote teams.

• Experience: 2–4 years of experience in IT support, helpdesk, or systems administration.
• Operating Systems: Strong knowledge of macOS and Windows operating systems.
• Tools Familiarity: Demonstrated experience with cloud-based SaaS applications. Familiarity with IAM tools (Okta), MDM systems, and ticketing platforms.
• Networking: Fundamental understanding of networking concepts, including VPN, DNS, Wi-Fi, and IP configuration.
• Workforce: Experience supporting a distributed or hybrid workforce.
• Preferred Skills: Exposure to scripting or automation (e.g., Bash, Python); working knowledge of cloud environments (AWS, GCP); relevant certifications (CompTIA A+, Network+).