IT Helpdesk Technician II

OpenLoop; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, and Vision plans

Flexible Spending/Health Savings

Flexible PTO

401(k) + Company Match

Life Insurance, Pet insurance, and 더

Job summary

OpenLoop is seeking an IT Helpdesk Technician II to support employees and keep daily IT operations running onsite in Dallas. You will provide Tier 2/3 support, onboard new hires, and manage key SaaS tools such as Okta, Google Workspace, Zoom, Slack, Jira/Confluence, and Office 365.

The role emphasizes security compliance (HIPAA, SOC 2, HITRUST), collaboration with cross-functional teams, and continuous improvement of helpdesk processes.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field preferred.
• 4+ years of general IT experience, with at least 2 years of macOS and Windows enterprise management and MDM.
• Proficient in Okta, Google Workspace, Zoom, Slack, Jira/Confluence, and Office 365 administration.
• Strong cybersecurity knowledge and IT compliance familiarity (HIPAA, SOC 2, HITRUST).
• Excellent communication and customer service skills.
• Experience working in fast-paced or startup environments preferred.
• Familiar with ITIL incident management and service delivery practices.

Responsibilities

• Provide Tier 2 and 3 technical support via Slack, email, Zoom, and Jira.
• Onboard new employees: device setup, account provisioning, and tool access.
• Administer SaaS tools including Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365.
• Troubleshoot networking and remote connectivity issues for work-from-home performance.
• Troubleshoot integration issues between systems, provision failures
• Improve and document helpdesk processes, workflows, and knowledge resources.
• Support IT initiatives like infrastructure upgrades, security enhancements, and integrations.
• Collaborate with cross-functional teams to uphold HIPAA, SOC 2, and HITRUST compliance standards.
• Proactively identify recurring issues and propose scalable, long-term IT solutions.

Skills

Tier 2/3 IT support

macOS management

Windows enterprise management

MDM management (JAMF/Mosyle/Kandji)

Okta administration

Google Workspace administration

Zoom administration

Slack administration

Jira/Confluence administration

Office365 administration

Cybersecurity basics

HIPAA/SOC 2/HITRUST familiarity

ITIL incident management

Customer service

Education

Bachelor's degree in IT/CS/IS or related field

Tools

Okta

Google Workspace

Zoom

Slack

Jira/Confluence

Office 365

Job description

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

About The Role

OpenLoop is looking for an IT Helpdesk Technician II to join our team onsite at our Dallas location. In this role, you will be responsible for supporting our employees and ensuring smooth daily IT operations. You'll provide first-level technical support, troubleshoot hardware and software issues, and help keep our systems running efficiently.

What You’ll Do

• Provide Tier 2 and 3 technical support via Slack, email, Zoom, and Jira, resolving hardware, software, and access issues promptly.
• Onboard new employees, handling device setup, account provisioning, and tool access with a customer-focused approach.
• Administer and maintain SaaS tools including Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365.
• Troubleshoot networking and remote connectivity issues to ensure reliable work-from-home performance.
• Troubleshoot integration issues between systems, provision failures
• Improve and document helpdesk processes, workflows, and knowledge resources to drive efficiency.
• Support long-term IT initiatives such as infrastructure upgrades, security enhancements, and system integrations.
• Collaborate with cross-functional teams to uphold HIPAA, SOC 2, and HITRUST compliance standards.
• Proactively identify recurring issues and recommend scalable, long-term IT solutions.
• Other duties as assigned.

Who You Are

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
• 4+ years of general IT experience, with at least 2 years of macOS and windows enterprise and MDM management (JAMF, Mosyle, or Kandji).
• Proficient in Okta, Google Workspace, Zoom, Slack, Atlassian (Jira/Confluence), and Office365 Administration.
• Strong understanding of cybersecurity principles and experience with IT compliance frameworks (HIPAA, SOC 2, HITRUST).
• Excellent communication and customer service skills, with a proactive and empathetic approach to user support.
• Experience working in fast-paced or startup environments is highly preferred.
• Familiar with ITIL framework and best practices for incident management and service delivery.

Our Benefits

In addition, for salaried positions you would also be eligible for:

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more

Our Company

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.