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IT Analyst

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Costa Rica

Offer summary

Qualifications:

Jira Administration experience, Experience in technical support environment, Knowledge of SSO, GSuite, Atlassian, Ability to perform root cause analysis, Strong communication skills.

Key responsabilities:

Support help desk inquiries and ticketing system
Automate onboarding and off-boarding processes
Provide IT training for employees
Document support processes and tasks
Identify trends to prevent issues

Komodo Health Computer Software / SaaS Scaleup https://www.komodohealth.com/

501 - 1000 Employees

See more Komodo Health offers

Job description

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease.

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

The mission for the IT Analyst role is to work on maintaining and monitoring the computer systems and networks for our business. You will be tasked with solving complex technical issues and will also collaborate with team members across all departments to assist them with their technical requirements.

Looking back on your first 12 months at Komodo Health, you will have…

Improved resolution rates for help desk inquiries through optimized use of the Jira Service Desk
Maintained a high satisfaction rate in customer service feedback from internal users
Supported onboarding and offboarding of employees, temporary employees, vendors, and contractors.

You will accomplish these outcomes through the following responsibilities…

Mentor junior staff to support help desk inquiries and requests organized and up to date via internal ticketing system (Jira Service Desk)
Create and automate onboarding and off-boarding of new employees, temporary employees, vendors, and contractors
Provide IT or application training to employees to ensure they have the technological resources and knowledge of how to use those resources to accomplish their responsibilities
Document support tasks and create processes when needed in order to keep the IT team on the same page with how things are done, and that processes can be repeated or trained to others
Identify technological issue trends to proactively prevent problems and develop processes to resolve
Respond to help desk inquiries in a succinct and meaningful way
Resolve issues with Okta, GSuite, Atlassian, Slack, Zoom, Jamf/Intune etc
Take corrective actions to solve problems in a timely manner to achieve recovery with minimum impact to the customer
Experience with detailed reporting that aids in business decision making at a leadership level
Improve MDM workflows with Jamf/Intune

What you bring to Komodo Health:

Jira Administration experience
Extensive experience in a technical support or customer service environment supporting Mac OS and Windows
Must have experience in first and second level support of systems such as SSO (Okta), GSuite, Atlassian, Slack, MDM (Jamf/ Intune), Video conferencing tools (Zoom/ Neat board management)
Ability to independently perform basic problem determination and root cause analysis regarding network, access, and general IT issues
Ability to work independently, handle multiple priorities, and eventually lead your own projects once requirements are determined
Ability to thrive in an agile environment and be adaptable to work changes that can shift quickly
Experience or involvement with IT projects or large initiatives
Proficient understanding of internal User requirements
Effective written and verbal communication skills
Ability to work with external vendors for services and support

Additional skills and experience we’d prioritize (nice to have)…

Strong familiarity with IT Operations in a cloud first environment
Ability to create new support workflows
Experience with Intune/Jamf
Experience with Google Workspace
Experience with Okta management and/or be an Okta Admin
Project Management and/or Scrum knowledge

#LIRemote

Where You’ll Work

Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options.

What We Offer

This position will be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.

Equal Opportunity Statement

Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.