IT Support Analyst

Job Summary

A company is looking for an IT Support Analyst II to provide technical support for employees and clinical teams.

Key Responsibilities

• Provide technical support to internal users, triaging and resolving complex issues across various systems
• Diagnose issues using system logs and CLI, and perform basic network checks
• Create and maintain SOPs and knowledge articles while tracking support KPIs and recommending process improvements

Required Qualifications

• 3-6 years of experience in IT support or service desk within a SaaS/cloud-first environment
• Demonstrated troubleshooting discipline with a focus on isolating issues across various layers
• Solid understanding of systems and network fundamentals including OS basics and HTTP/DNS concepts
• Experience with identity and access management, including user lifecycle and MFA
• Fluency in CLI for troubleshooting tasks