IT Technical Analyst
About The Position
US Fertility is hiring an IT Technical Analyst to provide onsite and field technical support across fertility clinics and administrative offices. This is a hybrid position combining remote work with in-office support, requiring up to three days per week onsite in an assigned territory covering the Rockville, Maryland office and locations throughout Northern Virginia and south to Fredericksburg, Virginia. The position requires regular travel within the territory, up to 25% travel to other US Fertility locations as needed, and proximity within a reasonable driving distance to the Rockville hub and regional clinics. The analyst troubleshoots escalated hardware, software, network, and system configuration issues; supports endpoint migrations, equipment replacements, and infrastructure maintenance; and provisions and maintains endpoint devices and clinical technology. The role serves as the primary escalation point for complex Tier 1 service desk issues and works with MSP, infrastructure, systems engineering, and clinic teams to minimize technical and clinical downtime. It also includes user onboarding and support, documentation, security-conscious handling of information, and identifying opportunities to improve systems and processes. The stated schedule is Monday through Friday, either 7:00 AM to 4:00 PM or 8:00 AM to 5:00 PM Eastern Time, with a weekend rotation every 15 weeks. Compensation is $55,000 to $60,000, commensurate with experience.
Requirements
- Reside within commuting distance of the I-270/I-95 corridor, supporting clinic locations from Rockville, Maryland, to Fredericksburg, Virginia.
- Three to five years of progressive experience in IT service desk, desktop support, or Tier 2 technical support.
- Advanced troubleshooting skills with Windows 10/11 and Microsoft 365 applications.
- Experience managing users, groups, and permissions in Active Directory and Entra ID/Azure AD.
- Hands-on experience with Microsoft Intune, SCCM, or similar endpoint/MDM management tools.
- Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic switch/router troubleshooting.
- Experience using IT service management platforms such as ServiceNow, Freshdesk, or Jira Service Management.
- Valid driver’s license, reliable transportation, and willingness to travel regularly to local and regional clinic locations.
- Strong verbal and written communication skills, including the ability to explain technical concepts clearly to non-technical users.
- Collaborative, accountable approach and commitment to continuous improvement.
- Ability to work the stated weekday schedule and participate in a weekend rotation every 15 weeks.
Nice To Haves
- Healthcare IT experience is strongly preferred.
- ITIL 4 Foundation, CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification.
- Experience working with third-party MSPs.
- Familiarity with HIPAA requirements and healthcare clinical environments.
Responsibilities
- Provide onsite and field technical support across US Fertility clinics and administrative offices, with regular travel throughout Rockville, Maryland, Northern Virginia, and Fredericksburg, Virginia.
- Maintain proximity within a reasonable driving distance to the Rockville, Maryland hub and regional clinic locations to support timely onsite service.
- Troubleshoot and resolve escalated hardware, software, network, and system configuration issues.
- Support endpoint domain migrations, equipment replacements, and infrastructure maintenance.
- Provision, configure, deploy, and maintain laptops, desktops, mobile devices, peripherals, and clinical technology.
- Serve as the primary escalation point for complex Tier 1 service desk issues.
- Partner with MSP, infrastructure, systems engineering, and clinic teams to minimize technical and clinical downtime.
- Diagnose recurring technical issues and identify opportunities for process and system improvements.
- Maintain accurate ticket documentation and develop knowledge base resources for technical support.
- Provide clear, responsive technical support and onboarding assistance to physicians, clinical staff, and administrative personnel.
- Protect confidential company and user information while adhering to security standards and company policies.
- Maintain current technical knowledge and stay informed on industry technologies and best practices.
- Provide onsite support at additional locations as needed to support business operations.
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Tuition assistance and professional development support
- Performance-based bonus opportunities
- Generous paid time off and paid holidays
- Paid parental leave
- Life and disability benefits
- Fertility Discount Program
- Employee wellness and recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
