IT Operations Analyst

Under the direction of the Director, IT & Infrastructure, the IT Operations Analyst supports the day-to-day operational stability of Innocura’s technology environment by coordinating IT incidents, service requests, and routine operational processes. This role serves as a central point of coordination for ticket triage, vendor and MSP engagement, incident tracking, and stakeholder communication, ensuring issues are addressed efficiently and consistently., The IT Operations Analyst helps execute established IT processes, supports basic onsite technical tasks as needed, and ensures incidents and requests are properly documented, communicated, and resolved. This position emphasizes operational execution, communication, and follow-through rather than system design or engineering, and plays a key role in maintaining reliable IT operations across Innocura practices., Onsite & Basic Technical Support

• Occasional travel onsite to Innocura practices as needed to support basic IT tasks and incident resolution.
• Perform basic hands-on troubleshooting under the guidance of the MSP and IT leadership, including:

o Installing and configuring printers and scanners.

o Physically setting up equipment (workstations, monitors, peripherals).

o Plugging in, powering on, and validating new or replacement hardware.

o Running through standard setup and validation checklists.

• Assist with basic network troubleshooting, such as:

o Verifying cabling and physical connections.

o Confirming power, link lights, and basic connectivity.

o Coordinating testing with the MSP during network or firewall-related issues.

o Support equipment swaps, replacements, and break/fix tasks during outages or onboarding events.

o Document onsite work performed and escalate unresolved issues to the MSP or IT leadership.

Incident, Ticket, & Vendor Coordination

• Serve as the primary day-to-day operational contact for IT incidents, service disruptions, and related tickets.
• Monitor incoming tickets and alerts; validate categorization, priority, and impact; and route incidents to the appropriate internal teams, MSP, or vendors.
• Coordinate incident resolution activities with MSPs and vendors, ensuring they have the information needed to troubleshoot effectively.
• Track incidents and tickets through resolution, ensuring timely follow-up, proper closure, and accurate documentation.

Communication & Incident Documentation

• Draft and distribute standardized incident and outage communications, including initial notifications, status updates, and resolution notices.
• Provide routine, clear status updates to stakeholders using approved templates.
• Escalate delays, risks, or communication issues to IT leadership as needed.
• Prepare post-incident summaries and assist with root-cause documentation based on input from technical teams.
• Maintain accurate incident records to support audits, reporting, and trend analysis.

Operational IT Processes & Continuous Improvement

• Execute and track IT onboarding and offboarding tasks, ensuring completion of access, device, and vendor-related checklists.
• Identify and escalate exceptions, gaps, or process breakdowns to IT leadership.
• Follow ITIL-aligned incident and request management processes.
• Identify recurring issues and flag opportunities for process improvement.
• Maintain and update knowledge base articles and SOPs as directed.
• Pull reports for Analytics or IT functions as needed.

Do you have experience in Stakeholder relationship building?, Do you have a Bachelor’s degree?, * 1-4 years in IT operations, service desk, or incident management roles, preferably in healthcare.

• Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Jira).
• Experience with the Epic EMR system is strongly preferred.
• Exposure to MSP environments preferred.
• Ability to troubleshoot Tier 1 issues as needed.

Skills:

• Comfortable independently performing basic onsite IT tasks such as device setup, printer installation, and physical troubleshooting.
• Strong problem-solving and analytical skills.
• Track record of working independently and managing time unsupervised.
• Excellent communication and stakeholder management abilities.
• Ability to work under pressure and manage multiple priorities.
• Clear written communication for non-technical audiences.
• Ability to operate calmly within defined processes.
• Comfortable escalating issues.
• Desire to learn basic business intelligence and reporting is a plus.

Education:

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

Certifications (Preferred):

• ITIL Foundation or higher., * IT operations, service desk, or incident management roles: 1 year (Required)
• Epic EMR system: 1 year (Preferred)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

At Innocura Nephrology, we are building an integrated national nephrology practice to advance innovation in patient care, strengthen practice operations, and empower nephrologists to thrive.