Equip

IT Support Analyst II

Equip

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $74,000 - $89,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudDNSMaven

About the role

  • Equip is the leading virtual, evidence-based eating disorder treatment program operating in all 50 states.
  • Front-line technical resource delivering a reliable, considerate, and secure technology experience.
  • Diagnose complex issues across endpoints, identity/access, networks, and collaboration platforms using CLI and logs.
  • Own hardware/software troubleshooting and serve as an escalation point for the service desk.
  • Create and maintain SOPs/runbooks and knowledge articles to reduce time to resolution and re-opens.
  • Track and report support KPIs (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.
  • Contribute to endpoint hygiene (patching coordination, baseline configuration checks) and provide training and guidance to users.

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.