[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’ll be a front-line technical resource for employees and clinical teams, delivering a reliable and secure technology experience while diagnosing complex issues across various platforms.ResponsibilitiesProvide 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 preventionRead system/auth/network logs and use the CLI to diagnose issues; run basic HTTP/DNS/network checks to isolate faultsOwn hardware/software troubleshooting and serve as an escalation point for the service deskCreate and maintain SOPs/runbooks and knowledge articles that reduce time to resolution and re-opensTrack and report support KPIs (e.g., time to first response, MTTR, re-open rate, SLA attainment) and recommend process improvementsMaintain 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 ownersProvide training and guidance to users on secure and effective technology usagePerform other duties as assignedSkills3–6 years of experience in IT support or service desk within a SaaS/cloud-first environmentDemonstrated troubleshooting discipline: hypothesis-driven; isolates client, network, authentication, service, and data layers; verifies the fixSolid systems & network fundamentals: OS basics, HTTP/DNS concepts, authentication flowsIdentity & access experience: user lifecycle (joiner/mover/leaver), MFA, least-privilege principlesCLI 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/SOPsProcess & governance mindset: follows change/control practices and keeps artifacts inspection-readyData literacy: uses spreadsheets/queries to track KPIs and drive evidence-based improvementsCore hours 8:00 a.m.–5:00 p.m. ET, with occasional after-hours support for priority incidentsBenefitsFlex 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 OverviewEquip gives families lasting recovery from eating disorders through dedicated virtual care teams and gold-standard treatment delivered at home. It was founded in 2019, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is http://equip.health.Company H1B SponsorshipEquip has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 2 in 2023, 7 in 2022, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.