About This Role

The IT Support Analyst is responsible for providing L2 support to in a fast growing company with 24/7 operations. This position will provide initial contact for internal company employees seeking assistance and support of computer hardware, software, and cloud applications, mobile, and other various desktop devices. This hands-on position will provide L1 onsite support (Site Support), L2 escalation support, and support of home workers and other geographical locations (Remote Support) as well.

Duties in this role include:

• On/Off-Boarding
• Process new hire requests, image and deploy laptops to new hires and perform IT onboarding
• Order work from home equipment (if applicable)
• Perform New Hire Orientations
• Process off-boarding requests, asset recovery, and machine reimaging
• Help Desk L2 Support
• Monitor and triage incoming tickets into the ESU ticket queues
• Interact with the IT Managed Service Provider (MSP) to provide guidance, create documentation, assist in escalations, and engage in Continuous Process Improvement (CPI) activities
• Provide timely response to all issues, update internal customers on status, solicit additional information if needed
• Be able to research basic to intermediate technical solutions for in house applications
• Troubleshoot, diagnose, and repair physical desktop, laptop, and mobile issues
• Follow up with end users, provide feedback, and see problems through to resolution or timely escalate to L3 Engineering teams if needed
• Support all iRhythm locations
• Support other business on/offshore MSP partners
• Major Incident Management (Guidelines and Training to be Provided)
• Identify if a Major Incident is affecting iRhythm
• Start a support bridge and engage on-call resources and message IT Leadership team
• Document a chronological timeline for Post Incident Review
• Hardware Support

• Install, configure, repair and maintain computers, desktop operating systems, software, and peripherals
• Troubleshoot network and remote access connectivity issues

• Mobile support of iPads, iPhones, and Android

• Software and Cloud Application Support
  • Microsoft Office Suite (Word, Excel, Power Point, Outlook)
  • Adobe
  • Security tools such as Antivirus, Mimecast, etc.
  • Backup
  • Remote control
  • Other workstation applications

• Zoom & Teams Collaboration Tools
• Asset Management

• Keep up-to-date records on all IT related hardware and maintain the inventory database and related records
• Be able to perform ewaste duties and capture proof of proper disposal
• Smart Hands
  • Provide on-site smart hands support
  • Comfortable with MDF/IDF rooms and equipment
  • Support 3^rd party site techs as needed (telcos, workstation techs, other technical dispatches, etc.)
• Project & New Technology Support
• Help Desk Admin console responsibilities
• Other duties as assigned

What You Need for this Position

• 3-5 years of hands on IT Helpdesk & Desktop experience
• Ability to support Director roles including Executives and Executive Admins
• Excellent Customer Service First/Customer compassionate mindset
• Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
• High energy and ability to work independently in a very fast growth environment
• Flexible in a fast growing and constantly evolving environment
• Working knowledge and hands-on experience with Microsoft operating systems, desktop/laptop deployment and imaging solutions, Microsoft Office Suite, Microsoft Office 365
• Ability to effectively and efficiently troubleshoot hardware and software issues
• Basic understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
• Ability to communicate effectively both written and verbally
• Self-sufficient, self-managed, self-motivated, must be effective working independently
• Ability to take direction from a remote Lead, Manager, etc. and work within a team of technicians
• Must have good people skills, working directly with end users both in person and on the phone

Education and Certifications

• Minimum AA degree in Information Systems, related field, or equivalent experience
• Microsoft MCP, MCDST, MCSE, or HDI Support Center Analyst or HDI Desktop Support Technician are a plus

What's In It For You

This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:

• emotional health support for you and your loved ones
• legal / financial / identity theft/ pet and child referral assistance
• paid parental leave, paid holidays, travel assistance for personal trips and PTO!

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more!

FLSA Status: Exempt

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