Senior IT Support Analyst

Position Summary:  

We are seeking an experienced, highly organized, responsive, and collaborative Senior IT Support Analyst to join our IT team. This role will report directly to the IT Manager and serve as a key point of contact for support issues across the organization in a remote work environment. You will take ownership of employee requests, ensuring best practices in triaging, documentation, communication, and resolution of incoming support requests. 

This role is ideal for someone with a strong technical foundation, courteous and effective communication skills (both with technical and non-technical users), and the ability to manage multiple competing priorities in a fast-paced environment. You will also play a critical role in employee onboarding and offboarding, helping to ensure a seamless experience for all employees. 

Key Relationships: IT, G&A, Engineering, Activations, Customer Experience, Product  

Key Accountabilities:

Help Desk Support & Administration: 

• Own the day-to-day management of the IT ticketing system: triage incoming tickets, prioritize based on urgency and impact, escalate as needed, and ensure timely resolution.
• Provide first and second-level support to end users by diagnosing and resolving hardware, software, and network issues in a timely and professional manner.
• Promote and uphold best practices for ticketing processing, including accurate categorization, documentation, and status updates.
• Maintain accurate records of assets, configurations, and support activities, procedures, and knowledge base articles; assist in lifecycle management of IT equipment.
• Collaborate with peers and escalate complex or unresolved issues to senior team members or the IT Manager, as appropriate. 

Employee Support: 

• Provide remote and in-person technical support across multiple platforms (Windows, macOS, SaaS tools, VPNs, etc.).
• Support full employee lifecycle for IT onboarding and offboarding by preparing hardware, provisioning/decommissioning accounts and access, and following established IT checklists to ensure smooth transitions.
• Provide remote troubleshooting support for user devices (e.g., laptops, monitors, printers, mobile devices) and core business applications and tools, including productivity suites (e.g., Microsoft 365, Google Workspace), VPNs, and communication platforms.
• Ensure high levels of customer satisfaction by delivering clear, courteous, and empathetic communication throughout all support interactions.
• Remain accessible and responsive during core business hours, adapting quickly to shifting priorities and urgent support needs.

General IT & Compliance Support: 

• Maintain internal documentation of recurring issues, resolutions, and standard procedures to improve team efficiency and self-service options.
• Participate in IT-related projects and initiatives by providing support, feedback, and testing where needed.
• Assist with the administration and daily operations of corporate software and cloud-based tools, primarily within the Microsoft 365 environment.
• Support IT compliance efforts by following established procedures aligned with HIPAA, SOC2, and other relevant security frameworks.
• Support regular system health checks and assist with routine audits or compliance reviews under the guidance of the IT Manager.
• Coordinate with external vendors or service providers as directed, including logging tickets and tracking issue resolution.
• Follow established IT policies and procedures and assist in identifying areas for improvement or clarification.
• Some project work and other responsibilities as assigned. 

Required Education and Experience:  

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience and certifications).
• 5+ years of demonstrated experience in a Help Desk, IT Support, or End User Services role.
• 5+ years of hands-on experience troubleshooting and configuring Microsoft 365 applications.
• Strong experience with ticketing systems (Jira Service Management preferred).
• Proven ability to handle L1 and L2 technical issues independently and efficiently.
• Experience managing Windows servers.  
• Experience supporting end users in Mac and Windows environments.
• Exceptional verbal and written communication skills with both technical and non-technical audiences.
• Demonstrated ability to manage time, prioritize tasks, and work effectively under pressure.
• Comfortable handling onboarding/offboarding workflows and associated IT checklists.
• Highly collaborative, with a problem-solving mindset and customer service orientation.
• Available and responsive during core business hours and after-hours support for project work when necessary. 

Preferred Skills:  

• IT certifications (Microsoft 365, Azure, or relevant security certifications) are a plus.
• Familiarity with GenAI tools (ChatGPT, MS Copilot, etc.) is an asset.
• Exposure to IT security frameworks (HIPAA, SOC2, NIST, ISO27001, HITRUST) and best practices, preferred.

Location: 100% remote. Must be located in the US (Pacific time zone or Mountain time zone strongly preferred) 

Salary: $80,000 - $90,000 DOE plus benefits 

Core Competencies:

One Team: 

Act as one team with fellow MacroMates and customers

Value humility, low ego, and collaboration

Maintain an All for One, One for All attitude

Deliver on Promises:

Do the right thing

Do what you say you will do 

Work with a sense of urgency and transparency

Macro Thinking: 

Challenge yourself and others to think boldly, bigger, and into the future

Lead with a Growth Mindset

Act as a thought leader for the healthcare industry

MacroHealth is an equal opportunity employer.