IT Support Analyst II

About Equip Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health. Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice , we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families. About the role As an IT Support Analyst II, you’ll be a front-line technical resource for our employees and clinical teams. Your mission is to deliver a reliable, considerate, and secure technology experience. You will diagnose complex issues across endpoints, identity, networks, and collaboration platforms; create scalable SOPs; drive support metrics; and keep tickets and changes audit-ready. You’re comfortable with ambiguity and advocating for users while balancing reliability, risk, and security. In practice, you’ll apply disciplined, hypothesis-driven troubleshooting—isolating client, network, authentication, service, and data layers—using strong OS and HTTP/DNS fundamentals and CLI fluency to inspect logs, processes/services, and run basic network/HTTP checks. Responsibilities Provide prompt, courteous, and technically sound support to internal users; triage, investigate, and resolve complex issues across endpoints, identity/access, networks, and core business applications; document root cause and prevention. Read system/auth/network logs and use the CLI to diagnose issues; run basic HTTP/DNS/network checks to isolate faults. Own hardware/software troubleshooting and serve as an escalation point for the service desk. Create and maintain SOPs/runbooks and knowledge articles that reduce time to resolution and re-opens. Track and report support KPIs (e.g., time to first response, MTTR, re-open rate, SLA attainment) and recommend process improvements. Maintain accurate tickets, change records, and asset details so work is reviewable and audit-ready (privacy/security aware). Contribute to endpoint hygiene (patching coordination, baseline configuration checks) with platform owners. Provide training and guidance to users on secure and effective technology usage. Perform other duties as assigned. Qualifications 3–6 years of experience in IT support or service desk within a SaaS/cloud-first environment. Demonstrated troubleshooting discipline: hypothesis-driven; isolates client, network, authentication, service, and data layers; verifies the fix. Solid systems & network fundamentals: OS basics, HTTP/DNS concepts, authentication flows. Identity & access experience: user lifecycle (joiner/mover/leaver), MFA, least-privilege principles. CLI fluency for day-to-day troubleshooting (navigating files, reading logs, inspecting processes/services, basic network/HTTP checks). Communication skills to translate technical detail for non-technical audiences and write clear tickets/SOPs. Process & governance mindset: follows change/control practices and keeps artifacts inspection-ready. Data literacy: uses spreadsheets/queries to track KPIs and drive evidence-based improvements. Core hours 8:00 a.m.–5:00 p.m. ET, with occasional after-hours support for priority incidents. Benefits: Time Off: Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays. Generous parental leave. Core Benefits: Competitive Medical, Dental, Vision, Life, and AD&D insurance. Equip pays for a significant percentage of benefits premiums for individuals and families. Spring Health , a 100% employer-paid mental health benefit through Guardian. You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents. Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more! HealthJoy , a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits. 401K Option! Other Benefits Work From Home Additional Perks: $50/month stipend added directly to an employee’s paycheck to cover home internet expenses. $250/month stipend to use a co-working space. Initial work-from-home stipend of up to $500. Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.). Company Laptop. Physical Demands Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed. At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law. Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at [email protected] . #LI-Remote