IT Technical Analyst

Shady Grove Fertility; Rockville (MD); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Tuition assistance and professional**

Job summary

US Fertility is seeking an IT Technical Analyst to provide onsite and field technical support across our Rockville, MD region and neighboring offices. This hybrid role mixes remote work with weekly in-person coverage, requiring travel to Northern Virginia and Fredericksburg locations as needed.

You will troubleshoot hardware, software, network, and system configurations, deploy devices, and participate in migrations and infrastructure maintenance while keeping security top of mind.

Qualifications

• 3 to 5 years of progressive IT service desk or desktop support experience.
• Advanced troubleshooting with Windows 10/11 and Microsoft 365.
• Experience managing users, groups, and permissions in AD/Entra ID/Azure AD.
• Hands-on with Intune, SCCM, or similar endpoint/MDM tools.
• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic switch/router troubleshooting.
• Experience using ITSM platforms like ServiceNow, Freshdesk, or Jira Service Management.
• Valid driver’s license and willingness to travel regularly.
• Strong verbal and written communication skills for non-technical users.
• ITIL 4 Foundation, CompTIA A+, Network+, or Modern Desktop Administrator certificate.

Responsibilities

• Provide onsite and field technical support across clinics and offices, with regular travel to Rockville, MD and surrounding regions.
• Maintain proximity to Rockville, MD hub to support timely onsite service.
• Troubleshoot and resolve escalated hardware, software, network, and system configuration issues.
• Support endpoint migrations, equipment replacements, and infrastructure maintenance.
• Provision, configure, deploy, and maintain laptops, desktops, mobile devices, peripherals, and clinical technology.
• Serve as the primary escalation point for complex Tier 1 service desk issues.
• Collaborate with MSPs and clinic teams to minimize downtime.
• Document tickets and develop knowledge base resources for technically efficient support.
• Provide onboarding assistance to physicians, staff, and admins while protecting data and complying with security policies.

Skills

IT service desk

Desktop support

Communication

Travel willingness

Problem solving

Tools

Intune

SCCM

Azure AD / Entra ID

Active Directory

ServiceNow

Jira Service Management

Job description

Build What Matters Most—Families, Futures, And Your Career

Enjoy meaningful work while contributing to an organization that changes lives every day. US Fertility, the nation’s leading partnership of physician‑led fertility practices, is redefining what it means to build a career in reproductive medicine.

Our team members choose to build their career home at US Fertility because of the hope we inspire in our patients, the lives we help bring into the world, and the culture of excellence we foster across our organization. We share a deep commitment to continuously improving the patient experience and advancing research and development in one of the most dynamic and impactful fields of medicine.

Through our national network of premier fertility centers we combine clinical expertise, scientific innovation, and compassionate care. The work we do building families offers purpose, challenge, and personal reward—and we’re just getting started.

Opportunity Overview

We have an immediate opening for an IT Technical Analyst to join our team at US Fertility. This is a hybrid position that combines remote work with in‑office support, requiring up to three days per week onsite within an assigned territory. The territory covers our Rockville, Maryland office and locations throughout Northern Virginia and south to Fredericksburg, Virginia.

• Schedule: Monday through Friday, from 7:00 AM to 4:00PM or 8:00 AM to 5:00 PM Eastern Time; Weekend rotation every 15 weeks
• Travel: Up to 25% to other US Fertility locations outside the primary territory, as needed

This role provides the opportunity to grow within a nationally respected organization while remaining closely connected to the patients and teams you support every day.

How You’ll Contribute

At US Fertility, collaboration is fundamental to how we work. There is undeniable strength in numbers—and support is always within reach. Whether collaborating with more than 200 highly respected physicians nationwide or partnering with colleagues who are passionate about solving meaningful problems, you’ll be surrounded by a team committed to shared success.

In This Role, The IT Technical Analyst Will

• Provide onsite and field technical support across US Fertility clinics and administrative offices, with regular travel to locations throughout Rockville, MD, Northern Virginia, and Fredericksburg, VA
• Maintain proximity within a reasonable driving distance to the Rockville, MD hub and regional clinic locations to support timely onsite service
• Troubleshoot and resolve escalated hardware, software, network, and system configuration issues
• Support endpoint domain migrations, equipment replacements, and infrastructure maintenance
• Provision, configure, deploy, and maintain laptops, desktops, mobile devices, peripherals, and clinical technology
• Serve as the primary escalation point for complex Tier 1 service desk issues
• Partner with MSP, infrastructure, systems engineering, and clinic teams to minimize technical and clinical downtime
• Diagnose recurring technical issues and identify opportunities for process and system improvements
• Maintain accurate ticket documentation and develop knowledge base resources for technical support
• Provide clear, responsive technical support and onboarding assistance to physicians, clinical staff, and administrative personnel
• Protect confidential company and user information while adhering to security standards and company policies
• Maintain current technical knowledge and stay informed on industry technologies and best practices
• Provide onsite support at additional locations as needed to support business operations

What You’ll Bring

We’re looking for professionals who bring both technical skill and a deep sense of responsibility to the care experience—individuals who thrive in environments where excellence, empathy, and accountability matter.

Qualifications And Skills Include

• Reside within commuting distance of the I-270/I-95 corridor, supporting clinic locations from Rockville, MD to Fredericksburg, VA
• 3 to 5 years of progressive experience in IT service desk, desktop support, or Tier 2 technical support; healthcare IT experience strongly preferred
• Advanced troubleshooting skills with Windows 10/11 and Microsoft 365 applications
• Experience managing users, groups, and permissions in Active Directory and Entra ID/Azure AD
• Hands‑on experience with Microsoft Intune, SCCM, or similar endpoint/MDM management tools
• Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and basic switch/router troubleshooting
• Experience using IT service management platforms such as ServiceNow, Freshdesk, or Jira Service Management
• Valid driver’s license, reliable transportation, and willingness to travel regularly to local and regional clinic locations
• Strong verbal and written communication skills with the ability to explain technical concepts clearly to non‑technical users
• ITIL 4 Foundation, CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator
• Experience working with third‑party MSPs and familiarity with HIPAA requirements and healthcare clinical environments

More important than any single credential, however, is the right person. Team members who are most successful at US Fertility embrace our mission, live our values, and remain committed to continuous improvement—for themselves, their colleagues, and the patients we serve.

What We Offer

US Fertility is proud to provide a competitive, comprehensive benefits package designed to support our team members—professionally and personally—across all employment types.

Full‑Time Employees (30+ hours/week)

• Medical, dental, and vision insurance
• 401(k) with company match
• Tuition assistance and professional development support
• Performance‑based bonus opportunities
• Generous paid time off, paid holidays, and paid parental leave
• Life and disability benefits
• Fertility Discount Program
• Employee wellness and recognition programs

Part‑Time Employees

• 401(k) with company match
• Performance‑based bonus opportunities
• Employee wellness and recognition programs

Per Diem Employees

• 401(k) with company match
• Employee wellness and recognition programs

Our Commitment to Inclusion and Opportunity

US Fertility and its network partners believe that a diverse workforce is essential to fulfilling our mission of expanding patient access to the highest standards of fertility care. We are committed to equitable and inclusive hiring practices that ensure our clinical and operational teams reflect and support the diverse communities and patients we serve.

Across our national footprint, US Fertility is a leader in offering clinical, administrative, and operational career opportunities at locations throughout the United States. We are equally committed to developing individual strengths, promoting from within, and supporting long‑term career growth.

This is a moment of growth, innovation, and impact. Take the next step in your career with US Fertility—and help shape the future of fertility care.