IT Support Analyst II

Job Title: IT Support Analyst II

Department: Product Development 

About the Role: 

The IT Support Analyst ll will provide best-in-class technical support services to Unite Us teammates. The IT Support Analyst ll must have experience with Google Workspace, MDM solutions, IAM technology, SD-WAN solutions, managing Apple hardware & software, printers, endpoint protection solutions, and strong troubleshooting skills. The primary role of the IT Support Analyst II is to provide internal support and contribute to team and company-wide IT initiatives and is under the supervision of the IT Manager. This includes the administration and support of both hardware and software as it relates to enterprise technology, maintaining and managing applications, and desktop-based operating systems deployed within the company.

What You'll Do:

• Provides Help Desk support for workstations, laptops, printers, mobile devices, and other network-attached devices
• Monitors the internal ticketing systems, completing basic and escalated support requests where appropriate onsite or via remote tools
• Monitors and enforcing software installation and patch management using MDM and other solutions
• Ensures efficient functioning of data storage and processing functions in accordance with company security policies and best practices in cloud security
• Identifying, analyzing, and resolving infrastructure vulnerabilities and application deployment issues
• Regularly monitors and reviews existing systems and making recommendations for improvements
• Analyzes issues and create solutions for hardware and software problems
• Contributes to project-based tasks up to 30% of the time
• Engages in training opportunities to further develop skills and knowledge in key areas, such as equipment/OS support, networking, operating systems and automating IT processes

You’re a great fit for this role if:

• Bachelor's degree in Computer Science, Information Systems, Information Technology or related field and 2-3 years of experience in a Technical Support Analyst role or 5-8 years experience as a Technical Support Analyst
• Proven experience in IT operations, including implementations of ITIL best practices
• Proficiency in supporting service desk teams in a remote setting
• Proven experience supporting IT infrastructure and services
• Proficiency with Atlassian administration is preferred

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based. 
• This position may require up to 10% travel. This position requires working Central Time Zone hours
• The target pay range for this role is: $70,000-$90,000. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
• All team members will be required to pass a background check which includes criminal, employment, and education verification 

Benefits provided by Unite Us:

Medical, Dental, and Vision

We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.

Wellness

Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.

Flexible Time Off

Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.
Paid Parental Leave

Adoptive parents are included.

Employee Resource Groups

Join our ERGs to connect and engage with colleagues, like Military Veterans

Spending Accounts

We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.

401(k) + Employer Match

Enjoy matching, immediate vesting and financial wellness resources

Additional Benefits

Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents

Disability Coverage

Accident Insurance

Pet Insurance

As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.

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