IT Support Administrator

Heartstream; Bothell, Northern (WA, KY); Hybrid; USD 100,000 - 135,000; Full time

Benefits offered by this job

PTO

401k

HSA

Stock purchase plan

Education reimbursement

Job summary

Heartstream is seeking an IT Support Administrator to provide hands-on support for end-user technology, office infrastructure, and local IT operations at our Bothell headquarters.

Working closely with the Head of IT Infrastructure & Operations and Senior IT Engineer, you will help deliver exceptional technology services for employees while supporting the deployment and maintenance of modern workplace technologies.

Qualifications

• 4–8 years in desktop support, IT administration, or IT operations.
• Experience supporting Windows workstations, laptops, mobile devices, and peripherals.
• Experience with Microsoft 365 technologies including Outlook, Teams, SharePoint, and OneDrive.
• Familiarity with Microsoft Entra ID (Azure AD) and Microsoft Intune administration.
• Basic to intermediate networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with IT service management platforms such as ServiceNow, Freshservice or Jira Service Management.
• Experience supporting conferencing and collaboration technologies, including Teams Rooms.
• Strong troubleshooting, documentation, and customer service skills.

Responsibilities

• Provide on-site and remote support for employees, troubleshooting hardware, software, mobile devices, and collaboration tools including Microsoft 365 and Teams
• Perform onboarding and offboarding activities, including device provisioning, account setup, equipment deployment, and asset management
• Support endpoint management processes, including device enrollment, patching, compliance, and application deployment through Microsoft Intune
• Assist with administration of Microsoft 365 services, including Entra ID, Exchange Online, Teams, and SharePoint
• Support office technology including conference room equipment, Microsoft Teams Rooms, printers, scanners, and other workplace systems
• Troubleshoot network connectivity issues including Wi‑Fi, VPN, DHCP, DNS, and related end‑user connectivity problems
• Maintain accurate inventory records for IT hardware, software licenses, peripherals, and other technology assets
• Support physical security systems, badge access systems, and related workplace technologies in coordination with vendors and facilities teams
• Participate in IT projects including office expansions, infrastructure improvements, system migrations, and technology rollouts
• Partner with infrastructure, security, and engineering teams to elevate and resolve complex technical issues
• Coordinate with external vendors for hardware support, telecommunications, cabling, and office technology services
• Create and maintain technical documentation, support procedures, and knowledge base articles
• Contribute to continuous improvement efforts that enhance the employee technology experience

Skills

Windows support

Microsoft 365

Azure AD / Entra ID

Intune

Networking basics

ITSM tools

Conferencing tech (Teams Rooms)

Documentation

Customer service

Multitasking

Tools

ServiceNow

Freshservice

Jira Service Management

Job description

Heartstream is building on our 40+ year legacy of growth and innovation in emergency medical technology to continue passionately pursuing our mission of saving lives, lowering the cost of healthcare, and advancing the science of resuscitation while serving the public access AED, EMS, military, and hospital market segments. Heartstream includes leading brands and products like HeartStart AEDs, Intrepid and DFM100 monitor defibrillators, Tempus monitor and Tempus ALS systems, and Corsium and ECI informatics solutions.

Your impact:

As an IT Support Administrator, you will provide hands-on support for end-user technology, office infrastructure, and local IT operations at our Bothell headquarters. Working closely with the Head of IT Infrastructure & Operations and Senior IT Engineer, you will help deliver exceptional technology services for employees while supporting the deployment and maintenance of modern workplace technologies.

This position combines desktop support, endpoint management, Microsoft 365 administration, conference room technology support, and general IT operations responsibilities. The ideal candidate enjoys solving technical problems, providing excellent customer service, and working collaboratively as part of a small, highly effective IT team.

Key responsibilities:

• Provide on-site and remote support for employees, troubleshooting hardware, software, mobile devices, and collaboration tools including Microsoft 365 and Teams
• Perform onboarding and offboarding activities, including device provisioning, account setup, equipment deployment, and asset management
• Support endpoint management processes, including device enrollment, patching, compliance, and application deployment through Microsoft Intune
• Assist with administration of Microsoft 365 services, including Entra ID, Exchange Online, Teams, and SharePoint
• Support office technology including conference room equipment, Microsoft Teams Rooms, printers, scanners, and other workplace systems
• Troubleshoot network connectivity issues including Wi‑Fi, VPN, DHCP, DNS, and related end‑user connectivity problems
• Maintain accurate inventory records for IT hardware, software licenses, peripherals, and other technology assets
• Support physical security systems, badge access systems, and related workplace technologies in coordination with vendors and facilities teams
• Participate in IT projects including office expansions, infrastructure improvements, system migrations, and technology rollouts
• Partner with infrastructure, security, and engineering teams to elevate and resolve complex technical issues
• Coordinate with external vendors for hardware support, telecommunications, cabling, and office technology services
• Create and maintain technical documentation, support procedures, and knowledge base articles
• Contribute to continuous improvement efforts that enhance the employee technology experience

Our commitment to collaboration

• Your work will directly improve the quality of emergency medical services and enhance patient safety and survival rates by making high-quality care accessible to more people around the world. As part of a number one provider of therapeutic care solutions, your contribution will help us continue to save more lives every year. With every project, you’ll be making a world of difference.
• We believe collaboration is better together than apart. For this office-based team, this means working in-person at our Bothell office at least 3 days per week.

You’ll thrive in the role if you have:

• 4-8 years of experience in desktop support, IT administration, or IT operations roles
• Strong experience supporting Windows workstations, laptops, mobile devices, and peripherals
• Experience supporting Microsoft 365 technologies including Outlook, Teams, SharePoint, and OneDrive
• Familiarity with Microsoft Entra ID (Azure AD) and Microsoft Intune administration
• Basic to intermediate understanding of networking concepts including TCP/IP, DNS, DHCP, wireless networking, and VPN technologies
• Experience with IT service management platforms such as ServiceNow, Freshservice, Jira Service Management, or similar tools
• Experience supporting conferencing and collaboration technologies, including Microsoft Teams Rooms
• Strong troubleshooting, organizational, and documentation skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience supporting healthcare, regulated industries, or global organizations is a plus

Soft Skills

• Strong customer service orientation and commitment to delivering a positive user experience
• Excellent verbal and written communication skills
• Collaborative team player who works effectively with both technical and non-technical stakeholders
• Self-motivated with a proactive approach to problem solving
• Detail-oriented with strong follow-through and accountability
• Adaptable and comfortable working in a growing organization undergoing transformation

Why Join Us?

• Be part of a ground-up IT buildout with real impact
• Collaborate with global teams across China, UK, EU, and India
• Work in a mission-driven industry improving patient outcomes
• Competitive compensation, benefits, and growth opportunities

The pay range for this position is $100,000 to $135,000 annually. The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Heartstreams Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.

At Heartstream, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Heartstream is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.