IT Systems Specialist

Position: IT Systems Specialist

Status:  Full-time, exempt 

Location: Remote with the ability to travel to Boston. Preference for candidates in Massachusetts, Rhode Island, Vermont, New Hampshire, Connecticut, and New York 

Reports to: Director of Operations 

Compensation: $70,000 - $85,000

Who we are: 

Intent Clinical offers a continuum of services to guide individuals and families through the behavioral health industry by providing concierge-level care, identifying suitable treatment and aftercare options, and assist in creating and implementing sustainable recovery plans. We help address the needs of those struggling with behavioral health issues including substance use disorders, mental health issues, eating disorders, and mood and personality disorders. We also support individuals on the autism spectrum, aging adults with dementia and young adults who are struggling with transitions to independence. 

Who you are: 

The IT Systems Specialist is a hands-on, foundational hire responsible for the day-to-day technology backbone of Intent Clinical. This role provides front-line IT support for a remote, nationally distributed team, while also serving as the primary administrator of the systems, CRM, EMR and others, that power Service Delivery, Account Management, and Business Development. This is a dual-focus role: part technical support, part systems builder. You'll be the person staff turn to when something isn't working, and the person who designs and implements the workflows, automations, and configurations that let the business scale. You are comfortable translating technical concepts clearly for non-technical staff seeking solutions within the technical framework. You will report to the Director of Operations, who retains ownership of strategy and security decisions, which you will translate into practical solutions.

What you'll do: 

• Partnering with the Operations team to build and manage Intent Clinical's technology infrastructure, IT Helpdesk, and protocols that power a growing nationally distributed, remote-first team. 
• Provide product management capabilities for the technology roadmap through establishing and monitoring platforms, systems and tools that support business operations and care delivery and resolving issues that arise. 
• Identify recurring issues and proactively implement fixes, automation, or self-service tools to reduce overall support burden. 
• Supporting CRM (Salesforce) operations and other record systems through dashboards, workflows, and problem solving.
• Evaluating, piloting, and advising on emerging technologies including AI; building best practices as adoption scales. 
• Support company adoption of the SOC 2, HITRUST and HIPAA framework across all systems, devices, and platforms through data protection policies, access controls, encryption standards, risk analysis and audit trails. 
• Conduct regular staff training to maintain a culture of compliance. 
• Enhance helpdesk processes and serve as the organization's IT Helpdesk, triaging, troubleshooting, and resolving tickets for a remote team across multiple time zones.  
• Support the organization's Microsoft 365 environment, including Azure AD/Entra ID, Exchange Online, SharePoint, productivity applications, and Teams. 
• Maintain and enhance existing IT onboarding/offboarding protocols and device management standards. 
• Research and act as point of contact for external vendors or contractors for specialized technology support or security issues. 
• Partner with finance on the IT budget with a growth-stage mindset. 

Other duties as assigned. 

What you'll bring: 

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent experience. 
• Minimum of 3 years of IT experience, with responsibility for support, infrastructure, security, and compliance. 
• 2+ years of experience with a CRM, Salesforce preferred. 
• Experience implementing and maintaining compliant systems (such as SOC 2, HITRUST, and HIPAA) in a healthcare or behavioral health environment. 
• Demonstrated interest and experience with AI tools in a professional setting, with the judgment to know when to trust, verify, or build review steps around their output.
• Strong experience with cloud-based systems, endpoint management, and SaaS platform administration. 
• Exceptional judgment around data privacy, security protocols, and the handling of sensitive client information. 
• A proactive, solutions-oriented mindset. 
• Strong communication skills with the ability to translate technical concepts clearly for non-technical staff while remaining professional. 
• Highly self-directed; comfortable working with other non-technical departments or vendors for technology needs. 

Nice to have (not required): 

• Experience supporting clinical or care delivery operations. 
• Experience with Salesforce. 
• Relevant certifications (e.g., CompTIA Security+, Microsoft 365 Certified, ITIL Foundation). 
• Experience collaborating with outsourced IT/MSP relationships to supplement internal capacity. 
• Familiarity with AI governance or AIOps/MLOps concepts as they relate to IT operations. 

What we'll bring: 

• Flexible work environment, with primarily remote work. 
• Collaborative and supportive culture focused on your personal and professional growth. 
• Health, dental, FSA plan, and matching 401K plan. 
• Wellness incentives of up to $500 annually. 
• Monthly phone stipend. 
• This position is eligible for a year-end performance bonus. 

Commitment to Diversity, Equity, Inclusion, and Belonging

We encourage applications from all interested individuals, including but not limited to people of color, women, those with disabilities, LGBTQIA+ individuals, immigrants, veterans and anyone else who has faced discrimination or oppression as a result of their identities. We are committed to promoting an environment that celebrates diversity, equity, inclusion and belonging in all areas of our organization. We strive to foster an inclusive workplace where everyone feels welcomed, respected, and valued. We embrace differences of all kinds, such as age, race, ethnicity, gender, sexual orientation, gender identity or expression, physical ability, religion, veteran status, national origin, and socioeconomic background, among others.

We understand that diversity goes beyond visible differences and encompasses a vast array of characteristics, experiences and beliefs. We actively seek individuals with diverse backgrounds, whether from minority or majority groups, to join our team because we believe this enriches our company culture and enhances the services to our clients. Also, studies have shown that folks of historically marginalized groups will often only apply to a job if they meet or exceed the listed qualifications. So regardless of your background, if you believe that you could be a good fit for our company, but don’t quite hit every requirement, please do still apply, we would love to hear from you!

These statements are intended to confirm our commitment to creating an inclusive workplace—they are not intended to exclude any individual. We are an equal opportunity employer; we do not discriminate in hiring or any other employment decisions based on any protected category.