Help Desk Technician II

OpenLoop Health

About The Position

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About The Role OpenLoop is looking for an IT Helpdesk Technician to join our team! In this role, you will be responsible for supporting our employees and ensuring smooth daily IT operations. In this role, you’ll provide first-level technical support, troubleshoot hardware and software issues, and help keep our systems running efficiently.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
4+ years of general IT experience, with at least 2 years of macOS enterprise and MDM management (JAMF, Mosyle, or Kandji).
Proficient in Okta, Google Workspace, Zoom, Slack, Atlassian (Jira/Confluence), and Office365 Administration.
Strong understanding of cybersecurity principles and experience with IT compliance frameworks (HIPAA, SOC 2, HITRUST).
Excellent communication and customer service skills, with a proactive and empathetic approach to user support.
Familiar with ITIL framework and best practices for incident management and service delivery.

Nice To Haves

Experience working in fast-paced or startup environments is highly preferred.

Responsibilities

Provide Tier 2 and 3 technical support via Slack, email, and Zoom, resolving hardware, software, and access issues promptly.
Onboard new employees, handling device setup, account provisioning, and tool access with a customer-focused approach.
Administer and maintain SaaS tools including Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365.
Troubleshoot networking and remote connectivity issues to ensure reliable work-from-home performance.
Improve and document helpdesk processes, workflows, and knowledge resources to drive efficiency.
Support long-term IT initiatives such as infrastructure upgrades, security enhancements, and system integrations.
Collaborate with cross-functional teams to uphold HIPAA, SOC 2, and HITRUST compliance standards.
Proactively identify recurring issues and recommend scalable, long-term IT solutions.
Other duties as assigned.