IT Support Engineer II

Collective Health•San Francisco, CA

10d•$40 - $49•Onsite

About The Position

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design. As Collective Health IT, we prioritize building strong relationships with our users by proactively resolving their daily challenges. We operate with a service-first mindset, emphasizing empathy and collaboration to enhance organizational productivity and streamline workflows. As a vital member of our IT team, you will play a key role in delivering a high-quality, professional experience to everyone. We are a lean, mission-driven team dedicated to removing operational friction, allowing our users to focus on advancing our next-generation healthcare platform. We are committed to achieving significant impact and modernizing IT operations. We seek a versatile, proactive, and continuous learner who thrives on ownership and embraces new challenges. If this aligns with your professional aspirations, we invite you to read on.

Requirements

Hands-on experience administering and troubleshooting macOS and Windows environments, including hardware, software, and A/V conference room technology.
Proven background in managing full IT lifecycles, including user onboarding/offboarding and asset management (procurement to decommissioning).
Applied knowledge of fundamental networking protocols (DNS, DHCP, VPN) and experience managing mobile device lifecycles using MDM solutions (e.g., Jamf).
Commitment to IT security best practices, including endpoint protection, phishing awareness, MFA, and data privacy.
Experience supporting and troubleshooting modern collaboration tools, including Google Workspace, Okta, and Zoom.
Proficiency in scripting (e.g., Bash, Python, or PowerShell) to optimize workflow efficiency and resolve recurring technical issues.
Demonstrated ability to deliver high-touch IT support to a diverse user base, ranging from individual contributors to executive leadership.
Ability to create clear, accessible knowledge base articles that facilitate user self-service and reduce technical friction.
A self-initiated approach to identifying operational challenges and driving process improvements.

Responsibilities

Help employees with their day-to-day tech issues by troubleshooting problems via email, chat, or in person.
Handle the onboarding process for new employees, getting their hardware and software ready to go, and securely offboard people when they leave.
Take care of our hardware and software from purchase to setup, and eventually recycling old equipment.
Look for ways to make our daily IT tasks easier and faster, using scripts or better processes where they make sense.
Write simple, easy-to-follow how-to guides so people can solve common tech problems on their own.
Keep our macOS and Windows computers, office conference room tech, and basic office networks running smoothly.
Follow and enforce security best practices, like using two-factor authentication and keeping devices protected, to keep our data safe.
Use mobile device management tools to keep phones and tablets updated and secure.