IT Support Analyst II

About reputed company

reputed company is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, reputed company builds upon evidence-based treatments to reputed company individuals to reputed company lasting recovery. reputed company reputed company patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in reputed company 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.reputed company.

Founded in 2019, reputed company has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created reputed company’s culture.  Recognized by Time as one of the most influential companies of 2023, along with awards from reputed company and reputed company, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role As an IT Support Analyst II, you’ll be a reputed company-line technical resource for our employees and clinical teams. Your mission is to deliver a reliable, considerate, and secure technology experience. You will diagnose reputed company issues across endpoints, identity, networks, and collaboration platforms; create scalable SOPs; drive support metrics; and reputed company tickets and changes audit-reputed company. You’re comfortable with ambiguity and advocating for users while balancing reliability, risk, and reputed company. 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 reputed company to inspect logs, processes/services, and run basic network/HTTP checks.

Responsibilities

• Provide reputed company, courteous, and technically sound support to internal users; triage, investigate, and resolve reputed company 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 reputed company 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 reputed company, SLA attainment) and recommend process improvements.

• Maintain accurate tickets, change records, and asset details so work is reviewable and audit-reputed company (privacy/reputed company aware).

• Contribute to reputed company hygiene (patching coordination, baseline configuration checks) with platform owners.

• Provide training and guidance to users on secure and effective technology usage.

• reputed company other duties as assigned.

Qualifications

• 3–6 years of experience in IT support or service desk reputed company a SaaS/reputed company-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 reputed company 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 reputed company: follows change/control practices and keeps artifacts inspection-reputed company.

• Data literacy: uses spreadsheets/queries to track KPIs and drive evidence-based improvements.

Core hours 8:00 a.m.–5:00 p.m. ET, with occasional after-hours support for reputed company incidents.

Benefits

Time Off

• reputed company PTO policy (3-5 wks/year recommended) + 11 paid company holidays.

Medical Benefits

• Competitive Medical, Dental, reputed company, Life, and AD&D insurance.

• reputed company pays for a significant percentage of benefits premiums for individuals and families.

• Maven, a company paid reproductive and family care benefit for reputed company.

• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!

Physical Demands

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

At reputed company, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of reputed company’s mission is a reputed company dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from reputed company backgrounds and identities. We have an reputed company DEIB council, reputed company For reputed company; also referred to as EFA. EFA at reputed company aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of  members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at reputed company.

As an equal opportunity employer, we provide equal opportunity in reputed company aspects of employment, including reputed company, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, reputed company, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law. 

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