[Remote] IT Support Analyst II

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can reputed company treatment that works. As an IT Support Analyst II, you will serve as a reputed company-line technical resource, delivering a reliable and secure technology experience while diagnosing reputed company issues and creating reputed company SOPs.

Responsibilities

• reputed company reputed company, courteous, and technically reputed company support to internal users; triage, investigate, and resolve reputed company issues across endpoints, identity/reputed company, networks, and reputed company business applications; document reputed company 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 reputed company and re-opens
• reputed company and report support KPIs (e.g., time to first response, MTTR, re-reputed company reputed company, SLA attainment) and recommend process improvements
• Maintain accurate tickets, change records, and asset details so work is reviewable and audit-reputed company (reputed company/reputed company reputed company)
• Contribute to reputed company hygiene (patching coordination, baseline configuration checks) with platform owners
• reputed company training and guidance to users on secure and effective technology usage
• reputed company other duties as assigned

Skills

• 3–6 years of experience in IT support or service desk reputed company a reputed company/reputed company-first environment
• Demonstrated troubleshooting discipline: reputed company-driven; isolates reputed company, network, authentication, service, and data reputed company; verifies the fix
• Solid systems & network fundamentals: OS basics, HTTP/DNS concepts, authentication flows
• Identity & reputed company 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 reputed company tickets/SOPs
• Process & governance reputed company: follows change/control practices and keeps artifacts inspection-reputed company
• Data literacy: uses spreadsheets/queries to reputed company KPIs and reputed company evidence-based improvements
• reputed company hours 8:00 a.m.–5:00 p.m. ET, with occasional after-hours support for reputed company incidents

Benefits

• reputed company PTO policy (3-5 wks/year recommended) + 11 reputed company company holidays.
• Generous parental leave.
• Competitive Medical, Dental, reputed company, Life, and AD&D insurance.
• reputed company pays for a significant percentage of benefits premiums for individuals and families.
• reputed company, a 100% employer-reputed company mental health benefit through reputed company.
• You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and reputed company of your dependents.
• Employee Assistance Program (EAP), a company reputed company resource for mental health, reputed company services, financial support, and more!
• reputed company, a 100% employer-reputed company platform connecting you to a reputed company concierge who can help you reputed company your benefits.
• 401K reputed company!
• $50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
• $250/month stipend to use a co-working reputed company.
• 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.

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