Senior IT Support Analyst

Career-defining. Life-changing. 

At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career

About This Role:

Senior IT Support Analyst

Responsibilities:

The Senior IT Support Analyst will not only be a contact for internal company employees seeking assistance and support of computer hardware, software, and cloud applications, mobile, and other various desktop devices, but serves as a technical escalation point for their teammates in a fast-growing company with 24/7 operations. This hands-on position will provide L2 escalation support, and support of home workers and other geographical locations (Remote Support) as well. As this position provides onsite support, it will require a physical presence in the office.

What You'll Be Doing:

• On/Off-Boarding logistics
  • Process new hire requests, image, and deploy laptops to new hires and perform IT onboarding
  • Order work from home equipment (if applicable)
  • Perform New Hire Orientations
  • Process off-boarding requests, asset recovery, and machine reimaging
• Support
  • Able to provide elevated technical support to other EUS Analysts and serve as an internal escalation point
  • Document detailed procedures and develop end user instructions
  • Develop and produce documentation for EUS Support Team
  • Ability to provide Executive white glove support as needed
  • Monitor and triage incoming tickets in the Service Desk ticket queue
  • Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue
  • Research advanced technical solutions in department specific applications
  • Troubleshoot, diagnose, and repair desktop, laptop, and mobile issues
  • Follow up with end users, provide feedback, and see problems through to resolution
  • Support multiple iRhythm locations and must be versed in providing remote support
  • Participate in an escalation support rotation to provide after-hours/weekend on-call coverage
  • Adhere to Service Level Agreements
  • Ability to work in a Train the Trainer role to enable the EUS team to support newly introduced technologies
  • Able to mentor junior team members
• Vendor Management
  • Interface with IBM our L1 Service Desk support vendor
  • Able to order and manage hardware from our hardware vendor such as Dell, CDW, etc.
  • Ability to purchase and maintain licenses as needed for EUS managed applications
  • Must be able to manage SLAs and expectations from vendors in regards to procurement and product support
• CMDB Management
  • Keep the IT configuration management database up to date with inventories and user allocations of hardware and software assets
  • Be able to perform or coordinate with sites for e-waste duties and capture proof of proper disposal
  • Perform analysis of asset fleet to forecast end of life assets and to work with the team to refresh
• Procurement
  • To ensure that inventory meets forecasted levels and to procure as deficiencies are identified
  • To provide reports of monthly spend to various stakeholders
• Software and Cloud Application License Management
  • Microsoft Office Suite (Teams, Word, Excel, Power Point, Outlook)
  • Adobe
  • Security tools such as Antivirus, Mimecast, etc.
  • Backup
  • Remote control
  • Other workstation applications
• Hardware Support
  • Install, configure, repair, and maintain computers, desktop operating systems, software, and peripherals
  • Troubleshoot network and remote access connectivity issues
  • Mobile support of iPads, iPhones, and Android
• Smart Hands 
  • Provide smart hands support for remote iRhythm teams
  • Comfortable with MDF/IDF rooms and equipment
  • Support 3rd party site techs as needed (telcos, workstation techs, other technical dispatches, etc.)
• Project & New Technology Support

What You Need for this Position

• 7+ years of hands-on IT Service Desk & Desktop experience required
• A successful candidate must be detail oriented and have excellent organizational skills
• Ability to support Director+ roles including Executives and Executive Admins
• Excellent Customer Service First/Customer compassionate mindset
• Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
• High energy and ability to work independently in a very fast growth environment
• Flexible in a fast growing and constantly evolving environment
• Working knowledge and hands-on experience with Microsoft operating systems, desktop/laptop deployment and imaging solutions, Microsoft Office Suite, Microsoft Office 365
• Ability to troubleshoot hardware and software issues effectively and efficiently
• Ability to communicate effectively both written and verbally
• Self-sufficient, self-managed, self-motivated, must be effective working independently
• Ability to take direction from a remote Lead, Manager, etc. and work within a team of technicians
• Must have good people skills, working directly with end users both in person and on the phone
• Must have shift flexibility to assist with off hours maintenances or Major Incidents

Education and Certifications

• Minimum AA degree in Information Systems, related field, or equivalent experience
• Microsoft MCP, MCDST, MCSE or MCITP, HDI Support Center Analyst or HDI Desktop Support Technician are a plus
• Microsoft certifications a plus
• ITIL Certified

Location:

As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.

iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at [email protected]

About iRhythm Technologies
iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all.

Make iRhythm your path forward. Zio, the heart monitor that changed the game.

There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact [email protected]. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY.

For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121