Equip Health - IT Support Analyst II
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.
Responsibilities
• 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.
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. • $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. • Physical Demands • Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed. • At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.
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