[Remote] IT Support Analyst II

Note: The job is a remote job and is open to candidates in USA. Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. As an IT Support Analyst II, you will serve as a front-line technical resource, delivering a reliable and secure technology experience while diagnosing complex issues and creating scalable SOPs.

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
• Perform other duties as assigned

Skills

• 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

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.
• 401K Option!
• $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.

Company Overview

Company H1B Sponsorship