IT Support Analyst II

🕒 May 21

🇺🇸 United States – Remote

💵 $81k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Equip

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare Insurance • Wellness

Equip is a healthcare company that specializes in virtual, evidence-based treatment for eating disorders. They offer a comprehensive support system with a 5-person care team that includes therapists, dietitians, medical providers, family mentors, and peer mentors. Equip focuses on providing accessible and sustainable recovery solutions for all ages across the United States, utilizing a model that integrates medical, psychological, and dietary support. Their approach is designed to work within the schedules of busy families, enabling recovery through a family-based virtual treatment model.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.