IT Support Specialist

Frontera Health is revolutionizing pediatric healthcare by developing a cutting-edge, tech-enabled platform that delivers essential therapies to rural families. Our platform leverages AI/ML to create a robust video-based data model for early intervention and developmental disorders. By collaborating closely with parents, caregivers, and clinical partners, we’re bridging the gap in access to care, improving health equity, and providing personalized treatment plans. Backed by leading investors like Lightspeed and Lux, Frontera Health is poised for rapid growth.

Our ABA direct services are designed to meet the unique needs of children in underserved communities, providing them with the support and resources they require to reach their full potential. We are passionate about ensuring that every child, regardless of their location or socioeconomic status, has access to high-quality healthcare. By leveraging our technology platform and partnering with local providers, we are able to deliver effective ABA therapy to families who may otherwise have limited access to these essential services.

Role Overview

We’re looking for a mission-driven IT Support Specialist to provide frontline technical support to over 250+ clinical providers across multiple states. You’ll be the first line of defense when a provider’s laptop won’t connect, a telehealth tool malfunctions, or a new clinic needs AV equipment configured. Your role sits at the intersection of tech, operations, and care delivery — ensuring that our clinical teams can do their best work without interruption.

You’ll support Frontera’s tech-enabled clinics by owning IT onboarding, device management, software access, and real-time troubleshooting. You’ll also partner with the corporate IT team and clinical ops leaders to ensure our support scales with the business.

This is a hands-on, high-impact role for someone who thrives in fast-paced environments, loves solving problems, and brings a calm, service-first approach to every support request

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-level technical support to staff across multiple states, supporting Jamf-managed macOS and iOS devices, Google Workspace applications, and clinic-based AV and telehealth hardware
• Respond to and manage IT requests via Freshservice ticketing system, prioritizing issues based on clinical impact and SLA requirements
• Diagnose and resolve hardware and software issues on macOS and iOS devices, escalating as needed

Device & Access Management

• Provision and manage macOS laptops and iOS devices using Jamf Pro MDM, including zero-touch enrollment via PreStage Enrollments, configuration profile deployment, and ongoing compliance monitoring
• Enroll devices, apply configuration profiles, and enforce security compliance policies
• Manage user accounts and access, including provisioning, group membership, and offboarding
• Track and manage hardware inventory, returns, repairs, and replacements through asset management workflows

Clinic & Field Support

• Travel to clinics (20–30%) to assist with onsite AV equipment setup, troubleshooting, and relationship-building with field team
• Maintain clinic A/V setups aligned with Frontera’s telehealth and data capture platform requirements
• Train providers on basic use of IT tools and hardware during clinic visits

Security, Compliance & Documentation

• Enforce HIPAA best practices in provider access and device usage
• Support compliance audits with accurate inventory, logs, and workflow documentation
• Maintain and contribute to IT knowledge base articles, training materials, and onboarding guides in Freshservice

Cross-Functional Impact & Operational Awareness

• Prepare for new clinic launches, provider onboarding waves, and tech rollouts
• Serve as the eyes and ears of the IT team in the field, surfacing operational insights that inform infrastructure decisions and tooling improvements
• Bring a builder's mindset to a support role — always looking for ways to reduce friction, improve processes, and scale what works

What You Bring

• 2+ years of experience in IT support, ideally in a clinical or field-based environment.
• Strong troubleshooting skills across macOS and mobile platforms (iOS/Android).
• Comfort working independently in a remote-first, distributed team.
• Experience supporting HIPAA-compliant environments or SOC 2 readiness preferred.
• Ability to travel regularly (up to 30%) to support clinic setups and relationship-building.
• Excellent communication skills and a calm, service-oriented mindset.
• Ability to juggle multiple priorities while staying organized and detail-oriented.
• Bonus: Experience with Jamf, CompTIA A+, endpoint security, or clinical software platforms.

You Might Be a Great Fit If…

• You thrive in fast-paced, high-growth environments and love being the go-to person for solving problems.
• You treat every support interaction as an opportunity to build trust and reduce friction.
• You document as you go — not just for yourself, but for the next person who needs help.
• You’re energized by mission-driven work and care about making a difference in people’s lives.
• You think like a systems builder and constantly look for ways to improve, automate, and scale.

Why Frontera Health?

• Impactful Mission: Work on challenging and meaningful projects that leverage cutting-edge technologies (AI/ML) to improve pediatric healthcare in underserved communities.
• Growth & Innovation: Be at the forefront of innovation, collaborating with a talented and passionate team in a fast-paced, dynamic environment.
• Professional Development: Join a culture that values mentorship, learning, and continuous improvement.
• Global Collaboration: Engage with team members around the world, broadening your perspective and fostering diverse ideas.
• Competitive Compensation: We offer a competitive salary and benefits package.

Make a Difference: Help shape the future of behavioral healthcare and positively influence the lives of children and families in rural communities.