Senior IT Support Analyst

MacroHealth; United States; Remote; USD 80,000 - 90,000; Full time

Job summary

A leading company is seeking a Senior IT Support Analyst to join their IT team, providing vital support for hardware, software, and network issues in a fully remote work environment. You'll manage the IT ticketing system, handle user requests efficiently, and ensure compliance with security standards while supporting employees throughout the IT lifecycle.

Benefits

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Qualifications

• 5+ years of experience in IT Support or Help Desk.
• Proven ability to handle L1 and L2 technical issues independently.
• Experience supporting end users in Windows and Mac environments.

Responsibilities

• Manage IT ticketing system and resolve issues.
• Provide remote support across platforms including Windows and macOS.
• Maintain documentation for IT procedures and compliance.

Skills

Troubleshooting

Technical Support

Ticketing Systems

Collaboration

Education

Bachelor’s degree in computer science

Tools

Jira Service Management

Microsoft 365

Job description

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Join to apply for the Senior IT Support Analyst role at MacroHealth

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This range is provided by MacroHealth. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$80,000.00/yr - $90,000.00/yr

Additional compensation types

Annual Bonus and Stock options

Position Summary:

We are seeking an experienced, highly organized, responsive, and collaborative Senior IT Support Analyst to join our IT team. This role will report directly to the IT Manager and serve as a key point of contact for support issues across the organization in a remote work environment. You will take ownership of employee requests, ensuring best practices in triaging, documentation, communication, and resolution of incoming support requests.

Key Accountabilities:

Help Desk Support & Administration:

• Own the day-to-day management of the IT ticketing system: triage incoming tickets, prioritize based on urgency and impact, escalate as needed, and ensure timely resolution.
• Provide first and second-level support to end users by diagnosing and resolving hardware, software, and network issues in a timely and professional manner.
• Promote and uphold best practices for ticketing processing, including accurate categorization, documentation, and status updates.
• Maintain accurate records of assets, configurations, and support activities, procedures, and knowledge base articles; assist in lifecycle management of IT equipment.
• Collaborate with peers and escalate complex or unresolved issues to senior team members or the IT Manager, as appropriate.

Employee Support:

• Provide remote and in-person technical support across multiple platforms (Windows, macOS, SaaS tools, VPNs, etc.).
• Support full employee lifecycle for IT onboarding and offboarding by preparing hardware, provisioning/decommissioning accounts and access, and following established IT checklists to ensure smooth transitions.
• Provide remote troubleshooting support for user devices (e.g., laptops, monitors, printers, mobile devices) and core business applications and tools, including productivity suites (e.g., Microsoft 365, Google Workspace), VPNs, and communication platforms.

General IT & Compliance Support:

• Maintain internal documentation of recurring issues, resolutions, and standard procedures to improve team efficiency and self-service options.
• Assist with the administration and daily operations of corporate software and cloud-based tools, primarily within the Microsoft 365 environment.
• Support IT compliance efforts by following established procedures aligned with HIPAA, SOC2, and other relevant security frameworks.
• Support regular system health checks and assist with routine audits or compliance reviews under the guidance of the IT Manager.
• Coordinate with external vendors or service providers as directed, including logging tickets and tracking issue resolution.

Required Education and Experience:

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience and certifications).
• 5+ years of demonstrated experience in a Help Desk, IT Support, or End User Services role.
• 5+ years of hands-on experience troubleshooting and configuring Microsoft 365 applications.
• Strong experience with ticketing systems (Jira Service Management preferred).
• Proven ability to handle L1 and L2 technical issues independently and efficiently.
• Experience managing Windows servers.
• Experience supporting end users in Mac and Windows environments.

Location: 100% remote. Must be located in the US (Pacific time zone or Mountain time zone strongly preferred)

MacroHealth is an equal opportunity employer.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at MacroHealth by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

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