Remote IT Analyst

Summary

Join a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way. The IT Analyst role is to work on maintaining and monitoring the computer systems and networks for our business.

Requirements

• Jira Administration experience
• Extensive experience in a technical support or customer service environment supporting Mac OS and Windows
• Must have experience in first and second level support of systems such as SSO (Okta), GSuite, Atlassian, Slack, MDM (Jamf/ Intune), Video conferencing tools (Zoom/ Neat board management)
• Ability to independently perform basic problem determination and root cause analysis regarding network, access, and general IT issues
• Ability to work independently, handle multiple priorities, and eventually lead your own projects once requirements are determined
• Ability to thrive in an agile environment and be adaptable to work changes that can shift quickly
• Experience or involvement with IT projects or large initiatives
• Proficient understanding of internal User requirements
• Effective written and verbal communication skills
• Ability to work with external vendors for services and support

Responsibilities

• Mentor junior staff to support help desk inquiries and requests organized and up to date via internal ticketing system (Jira Service Desk)
• Create and automate onboarding and off-boarding of new employees, temporary employees, vendors, and contractors
• Provide IT or application training to employees to ensure they have the technological resources and knowledge of how to use those resources to accomplish their responsibilities
• Document support tasks and create processes when needed in order to keep the IT team on the same page with how things are done, and that processes can be repeated or trained to others
• Identify technological issue trends to proactively prevent problems and develop processes to resolve
• Respond to help desk inquiries in a succinct and meaningful way
• Resolve issues with Okta, GSuite, Atlassian, Slack, Zoom, Jamf/Intune etc
• Take corrective actions to solve problems in a timely manner to achieve recovery with minimum impact to the customer
• Experience with detailed reporting that aids in business decision making at a leadership level
• Improve MDM workflows with Jamf/Intune

Preferred Qualifications

• Strong familiarity with IT Operations in a cloud first environment
• Ability to create new support workflows
• Experience with Intune/Jamf
• Experience with Google Workspace
• Experience with Okta management and/or be an Okta Admin
• Project Management and/or Scrum knowledge

Benefits

• Medical, dental and vision coverage
• 401k Retirement Plan
• Prepaid legal assistance
• Paid time off for vacation, sickness, holiday, and bereavement
• 100% company-paid life insurance
• Long-term disability insurance