IT Support Analyst II

🕒 Maio 21

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $81.000 - $90.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Equip

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2020

⚕️ Seguro de Saúde

🧘 Bem-estar

Healthcare Insurance • Wellness

A Equip é uma clínica virtual dedicada ao tratamento de transtornos alimentares por meio de cuidados personalizados baseados em evidências. Sua abordagem inclui uma equipe de cuidado dedicada que consiste em terapeutas, nutricionistas e mentores, todos trabalhando em conjunto para apoiar os pacientes na superação dos desafios associados aos transtornos alimentares. Ao focar na integração com a família e redes de apoio dos pacientes, a Equip busca criar um ambiente de suporte para a recuperação.

Descrição

• 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.

🎯 Requisitos

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

🏖️ Benefícios

• 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. • You can receive 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.