IT Support Analyst II - Remote

Overview

As an IT Support Analyst II, you will be a front-line technical resource for employees and clinical teams, delivering a reliable and secure technology experience while diagnosing complex issues across various platforms.

In Short

• Provide prompt and courteous technical support to internal users.
• Diagnose issues using system, auth, and network logs.
• Own hardware/software troubleshooting and escalate when necessary.
• Create and maintain SOPs and knowledge articles.
• Track and report support KPIs and recommend improvements.
• Maintain audit-ready records for tickets and changes.
• Contribute to endpoint hygiene and patching coordination.
• Provide training on secure technology usage.
• Perform other duties as assigned.

Requirements

• 3–6 years of IT support experience in a SaaS/cloud environment.
• Strong troubleshooting skills with a focus on hypothesis-driven methods.
• Solid understanding of systems and network fundamentals.
• Experience with identity and access management.
• CLI fluency for troubleshooting tasks.
• Excellent communication skills for technical and non-technical audiences.
• Mindset for process governance and artifact readiness.
• Data literacy for KPI tracking and improvements.

Benefits

• Flex PTO policy (3-5 weeks/year recommended) + 11 paid holidays.
• Competitive medical, dental, vision, life, and AD&D insurance.
• Company paid percentage of benefits premiums.
• Company paid reproductive and family care benefits.
• Employee Assistance Program (EAP) for mental health and legal services.