IT Analyst

Komodo Health, Inc.; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Komodo Health, Inc. is seeking a Senior IT Analyst to manage end-user support, asset management, and internal infrastructure across Mac and Windows environments. The role emphasizes proactive issue resolution, process improvements, and serving as a technical resource for the wider IT team.

You will own onboarding/offboarding, develop runbooks, and drive escalation management while maintaining security and operational excellence in a dynamic, AI-enabled workplace.

Qualifications

• Experience owning and administering IT Asset Management systems (e.g., SnipeIT, AssetSonar, ServiceNow, Microsoft SCCM).
• Track record of leading projects end-to-end from scoping to execution with minimal oversight.
• Strong familiarity with IT operations, cloud applications, and security best practices.
• Excellent written and verbal communication with a bias toward documentation.
• Proven experience in a technical support environment with deep Mac OS and Windows expertise, including advanced troubleshooting and escalation handling.
• Strong cross-functional collaboration with the ability to translate technical concepts for non-technical stakeholders.
• Demonstrated ability to independently perform root cause analysis and resolve complex system access, hardware, and infrastructure issues.
• Hands-on experience with first and second level support across Okta, Google Workspace, Atlassian, Slack, MDM (Jamf and Intune), Meraki, and Zoom.

Responsibilities

• Provide end user/help desk support, endpoint management, and maintain internal system infrastructure.
• Act as primary escalation point for complex issues, including Zoom room/hardware and Meraki networking, onsite 4–5 days/week.
• Own onboarding/offboarding lifecycle for employees, vendors, and contractors to ensure security and efficiency.
• Develop and maintain IT documentation, runbooks, and processes for consistency and knowledge transfer.
• Perform root cause analysis and drive long-term resolutions for issues across core platforms (Okta, Google Workspace, Atlassian, Slack, Zoom, Jamf, Intune).
• Design and deliver IT training and enablement programs for all departments.
• Identify patterns to inform long-term infrastructure improvements and preventive actions.
• Proactively identify systemic gaps and drive process improvements as an informal leader.

Skills

IT Asset Mgmt

Project leadership

IT operations

Documentation

Mac OS & Windows

Root cause analysis

Cross-functional collaboration

End user support

Okta administration

Google Workspace

Atlassian tools

Slack

Meraki

Zoom

Tools

SnipeIT

AssetSonar

ServiceNow

Microsoft SCCM

Jamf

Intune

Meraki

Zoom

Okta

Job description

Key Responsibilities

• The IT team at Komodo is primarily responsible for end user/help desk support, endpoint management, and internal system infrastructure
• Their main focus is empowering Komodo users by providing reliable, scalable, and observable support and services
• The Senior IT Analyst plays a critical role in maintaining, monitoring, and continuously improving the computer systems and networks that power our business
• This role goes beyond resolving technical issues — it involves identifying systemic gaps, driving process improvements, and serving as a technical resource and informal leader for the broader IT team and the organization at large
• Serve as the primary escalation point for complex technical issues across the organization, including Zoom room/hardware, Meraki networking, and peripheral troubleshooting, with an onsite presence in the SF or NYC office 4–5 days per week
• Lead and own the onboarding and offboarding lifecycle for employees, temporary staff, vendors, and contractors, ensuring a seamless and secure experience
• Develop, maintain, and improve IT documentation, runbooks, and processes — ensuring consistency, repeatability, and knowledge transfer across the team
• Proactively identify and resolve issues across core platforms including Okta, Google Workspace, Atlassian, Slack, Zoom, Jamf, and Intune
• Provide advanced troubleshooting and support across Mac and PC environments, taking ownership of root cause analysis and long‑term resolution
• Design and deliver IT training and enablement programs to ensure employees across all departments can effectively leverage their technical resources
• Drive corrective and preventive actions to resolve issues quickly and minimize business impact, while identifying patterns that inform longer-term infrastructure improvements

Qualifications

• Experience owning and administering IT Asset Management systems (e.g., SnipeIT, AssetSonar, ServiceNow, Microsoft SCCM)
• Track record of leading projects end-to-end, from scoping requirements through execution and documentation, with minimal oversight
• Strong familiarity with IT operations, cloud applications, and security best practices
• Excellent written and verbal communication skills with a bias toward documentation and knowledge sharing
• Proven experience in a technical support environment with deep expertise in Mac OS and Windows, including advanced troubleshooting and escalation handling
• Strong cross‑functional collaboration skills with the ability to translate technical concepts for non‑technical stakeholders
• Demonstrated ability to independently perform root cause analysis and drive resolution of complex system access, hardware, and infrastructure issues
• Strong hands‑on experience with first and second level support across Okta, Google Workspace, Atlassian, Slack, MDM platforms (Jamf and Intune), Meraki, and Zoom

Expectations of AI Use in this role (required)

• Applies AI strategically, knowing how to use the right tools at the right time to solve problems or generate new ideas
• Applies both judgment and creativity when working with AI and understands its limitations
• Uses AI to accelerate feedback loops, test ideas, and make informed decisions faster
• Has developed or shared AI‑enhanced workflows, automations, or prompts with others
• Demonstrates curiosity and initiative in exploring new AI tools and workflows relevant to their role
• Regularly leverages AI tools such as Notion AI, Perplexity, Claude, Descript, Runway, Midjourney, or Microsoft Copilot i.e. to improve speed, clarity, or creative output
• Comfortable working in AI‑enhanced environments across writing, data analysis, content creation, or design
• Brings a reflexive AI mindset and uses AI as a natural part of their process to iterate, research, and deliver better work