IT Helpdesk Technician II

The role

You will provide Tier 2 and 3 technical support to employees. You will manage SaaS tools, onboard new employees, and support IT initiatives and compliance standards.

What you will do

• Provide Tier 2 and 3 technical support via Slack, email, Zoom, and Jira
• Onboard new employees including device setup, account provisioning, and tool access
• Administer and maintain SaaS tools including Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365
• Troubleshoot networking and remote connectivity issues
• Troubleshoot integration issues between systems and provision failures
• Improve and document helpdesk processes, workflows, and knowledge resources
• Support long-term IT initiatives such as infrastructure upgrades, security enhancements, and system integrations
• Collaborate with cross-functional teams to uphold HIPAA, SOC 2, and HITRUST compliance standards
• Identify recurring issues and recommend scalable, long-term IT solutions
• Other duties as assigned

Required qualifications

• 4+ years of general IT experience
• At least 2 years of macOS and windows enterprise and MDM management (JAMF, Mosyle, or Kandji)
• Proficient in Okta, Google Workspace, Zoom, Slack, Atlassian (Jira/Confluence), and Office365 Administration
• Strong understanding of cybersecurity principles
• Experience with IT compliance frameworks (HIPAA, SOC 2, HITRUST)
• Excellent communication and customer service skills

Nice to have

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
• Experience working in fast-paced or startup environments
• Familiar with ITIL framework and best practices for incident management and service delivery

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance
• Pet insurance

About the company

OpenLoop provides telehealth support solutions designed to streamline care delivery for companies offering virtual support to patients across 50 states. The company has a relatively flat organizational structure with core values of Autonomy, Competence and Belonging.