IT Support Analyst

630 staff work in therapy, psychiatry, nursing, case management and peer support. Contracts with counties and the state fund much of the work. Evening appointments are part of the schedule, with a later start on those days.

The position

This is a new position created as the team has grown over the last year. As IT Support Analyst at Joist Behavioral Health, you'll handle day-to-day IT requests for about 250 employees across two offices. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time. A quiet workspace and good internet are required.

Main duties

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Track hardware inventory and warranty status in the asset system.
• Connect remote users to VPN and troubleshoot access issues.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Keep ticket notes and time entries up to date.
• Escalate network, server and application problems to the right team with clear notes.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.

Required qualifications

• 3+ years of help desk or desktop support experience.
• Experience with Active Directory user and group management.
• Working knowledge of Windows 10/11 and basic macOS support.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Customer service skills and patience with non-technical users.
• High school diploma or GED required. Associate degree in IT preferred.

Nice to have

• Intune, Jamf or SCCM/MECM.
• ITIL 4 Foundation.
• Meraki or Ubiquiti networking gear.

Schedule: Second shift, 12:00 PM to 9:00 PM, Monday to Friday

Benefits

• Home office setup budget.
• Annual salary review.
• 24 days paid time off.
• Paid parental leave.

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Joist Behavioral Health, Inc..