IT Support Analyst II

Equip Health

1d•$81,000 - $90,000•Remote

About The Position

As an IT Support Analyst II, you’ll be a front-line technical resource for our employees and clinical teams. Your mission is to deliver a reliable, considerate, and secure technology experience. You will diagnose complex issues across endpoints, identity, networks, and collaboration platforms; create scalable SOPs; drive support metrics; and keep tickets and changes audit-ready. You’re comfortable with ambiguity and advocating for users while balancing reliability, risk, and security. In practice, you’ll apply disciplined, hypothesis-driven troubleshooting—isolating client, network, authentication, service, and data layers—using strong OS and HTTP/DNS fundamentals and CLI fluency to inspect logs, processes/services, and run basic network/HTTP checks.

Requirements

3–6 years of experience in IT support or service desk within a SaaS/cloud-first environment.
Demonstrated troubleshooting discipline: hypothesis-driven; isolates client, network, authentication, service, and data layers; verifies the fix.
Solid systems & network fundamentals: OS basics, HTTP/DNS concepts, authentication flows.
Identity & access experience: user lifecycle (joiner/mover/leaver), MFA, least-privilege principles.
CLI fluency for day-to-day troubleshooting (navigating files, reading logs, inspecting processes/services, basic network/HTTP checks).
Communication skills to translate technical detail for non-technical audiences and write clear tickets/SOPs.
Process & governance mindset: follows change/control practices and keeps artifacts inspection-ready.
Data literacy: uses spreadsheets/queries to track KPIs and drive evidence-based improvements.

Responsibilities

Provide prompt, courteous, and technically sound support to internal users; triage, investigate, and resolve complex issues across endpoints, identity/access, networks, and core business applications; document root cause and prevention.
Read system/auth/network logs and use the CLI to diagnose issues; run basic HTTP/DNS/network checks to isolate faults.
Own hardware/software troubleshooting and serve as an escalation point for the service desk.
Create and maintain SOPs/runbooks and knowledge articles that reduce time to resolution and re-opens.
Track and report support KPIs (e.g., time to first response, MTTR, re-open rate, SLA attainment) and recommend process improvements.
Maintain accurate tickets, change records, and asset details so work is reviewable and audit-ready (privacy/security aware).
Contribute to endpoint hygiene (patching coordination, baseline configuration checks) with platform owners.
Provide training and guidance to users on secure and effective technology usage.
Perform other duties as assigned.

Benefits

Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
Generous parental leave.
Competitive Medical, Dental, Vision, Life, and AD&D insurance.
Equip pays for a significant percentage of benefits premiums for individuals and families.
Spring Health, a 100% employer-paid mental health benefit through Guardian.
5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.
Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.
401K Option!
$50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
$250/month stipend to use a co-working space.
Initial work-from-home stipend of up to $500.
Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).
Company Laptop.