About the Role
- Technical Support: Triage and resolve employee support requests, escalating issues as needed and keeping colleagues informed through resolution. Troubleshoot issues across Google Workspace, Slack, Zoom, and other SaaS applications, collaborating with the technology team on more complex problems.
- Identity and Access Management: Support employee onboarding and offboarding by managing account creation, permissions, group memberships, multi-factor authentication, and timely access removal. Assist with quarterly access reviews by gathering records, resolving outstanding questions, and documenting findings and changes.
- Device Management: Manage the employee laptop lifecycle, including setup, shipping, maintenance, and recovery. Utilize device-management tools to maintain accurate inventory, apply configurations, and ensure devices remain current and secure.
- Systems Administration: Support the administration of cloud-based applications, including user provisioning, license management, configuration updates, and routine system health checks.
- Security and Compliance: Assist with security-awareness initiatives, vendor reviews, and security assessments in collaboration with the technology team. Support adherence to company security policies and best practices.
- Process Improvement: Identify recurring technical issues, manual processes, and opportunities to improve business systems and workflows. Collaborate with cross-functional teams to implement solutions that improve efficiency and the employee experience.
- Documentation: Develop and maintain standard operating procedures, troubleshooting guides, runbooks, and knowledge-base articles to ensure consistent processes, support knowledge sharing, and enable employees to resolve common technical issues independently.
- Availability: Must be able to work Monday through Friday, 9 am to 5 pm EST.
You’ll report directly to the VP of Cybersecurity & Enterprise IT and work closely with colleagues across technology and the business. This is a hands-on role on a small team, with broad exposure and increasing responsibility as you build experience.
We don’t expect you to arrive knowing every tool. We do expect you to learn quickly, ask thoughtful questions, and follow through. In return, you’ll work alongside experienced colleagues who will share their knowledge, explain the reasoning behind decisions, and support your development.
About You
Professional Experience: 1+ years of professional IT experience, including help desk support, technical support, or IT administration. Experience gained through internships, part-time roles, or similar hands-on positions is also relevant.
IT Fundamentals: Basic familiarity with account provisioning and deprovisioning, computer setup and troubleshooting, and SaaS application configuration.
Security Knowledge: Understanding of basic IT security concepts, including device management, access controls, multi-factor authentication, and software patching.
Organization and Prioritization: Strong organizational skills with the ability to manage competing requests, prioritize tasks, follow through on responsibilities, and escalate issues when appropriate.
Communication Skills: Ability to clearly communicate technical information and troubleshooting steps to nontechnical colleagues in a professional and approachable manner.
Problem-Solving and Adaptability: Demonstrated curiosity, willingness to learn, and ability to troubleshoot problems, seek guidance when needed, and apply feedback to continuously improve.
About Our Culture
- We are mission-driven: we're revolutionizing the way cardiovascular care is delivered
- We are fast-paced & agile: we move quickly, iterate often, and value experimentation
- We are remote-first: ownership, autonomy, and trust are at the core of how we operate
- We care about diversity: diversity allows us to build an excellent patient experience
- We care about each other: we are stronger together through a culture of mutual respect and active support.
- We invest in our people: Eligible employees have access to a competitive benefits package, including medical, dental, and vision coverage, paid time off, paid holidays, sick time, a 401(k), and additional benefits designed to support you and your family.
- We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
Skills Required
- 1+ years of professional IT experience, including help desk support, technical support, or IT administration; internships and part-time hands-on experience are relevant.
- Basic familiarity with account provisioning and deprovisioning, computer setup and troubleshooting, and SaaS application configuration.
- Understanding of basic IT security concepts, including device management, access controls, multi-factor authentication, and software patching.
- Strong organizational skills and ability to manage competing requests, prioritize tasks, follow through, and escalate issues appropriately.
- Ability to communicate technical information and troubleshooting steps clearly to nontechnical colleagues.
- Curiosity, willingness to learn, problem-solving ability, adaptability, and openness to feedback.
- Availability to work Monday through Friday, 9 a.m. to 5 p.m. Eastern Time.
What We Do
Heartbeat Health is a venture-backed health tech startup in New York. We are working to deliver the most effective, efficient, and engaging virtual heart care in the world. By 2030, over 40% of the US population will have heart disease, with direct and indirect costs approaching $1 trillion USD. Heart disease may be the most important health crisis we confront in our time. Heartbeat addresses this problem via virtual cardiology services that include diagnostic interpretation, telecardiology, and procedural referrals to bring virtual-first care to cardiology, and improve the outcomes and efficiency for cardiac patients. Our team consists of passionate and proven physicians, engineers, scientists, designers, and founders attacking this problem from first principles, applying human-centered design, and developing evidence-based AI to solve this global issue. We collaborate with the American College of Cardiology, and we have been recognized as one of the 150 most promising digital health startups by CB Insights. We recently closed our Series B funding and are backed by Echo Health Ventures, Optum Ventures, DaVita Venture Group, .406 Ventures, Kindred Ventures, Lerer Hippeau, Designer Fund, and Max Ventures. We’ve been featured in TechCrunch, CNBC, Fast Company, and Forbes.
Why Work With Us
We are revolutionizing the way cardiovascular care is delivered and you can be part of that journey!
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