IT Support Analyst

Please Note: This role is based out of our Columbia, Missouri office and requires office attendance 3-4 days/week.

The IT Support Analyst will be the first point of contact for employees seeking technical assistance via Slack channels, Jira ticket queues, and email. This role requires strong problem-solving skills, attention to detail, and a customer service mindset. The IT Support Analyst will support common enterprise systems such as Google Workspace, Okta, Slack, SentinelOne, and a VPN endpoint security tool. The candidate will also perform basic user administration, assist in writing technical documentation, and escalate more complex issues as needed.

What you'll do:

• Monitor and Manage Slack Channels and Jira Ticket Queues
• Respond promptly to end-user requests, troubleshoot basic technical issues, and escalate tickets when necessary.
• Create, modify, and delete user accounts in Google Workspace, Okta, and other systems.
• Assist with password resets, account lockouts, and basic user access issues.
• Perform user onboarding and offboarding tasks, including configuring accounts and granting appropriate access permissions.
• Troubleshoot issues related to Google Workspace, Slack, and Okta integrations.
• Monitor and resolve basic endpoint security alerts through SentinelOne.
• Assist users with connecting to the corporate VPN, troubleshooting basic connectivity issues,and ensuring endpoint devices are properly secured.
• Draft and update standard operating procedures (SOPs), FAQs, and how-to guides for end users, ensuring they are easy to follow and technically accurate. Confluence
• Interact with end users in a professional and empathetic manner.
• Maintain a high level of customer satisfaction by ensuring timely and accurate resolutions.
• Collaborate with senior IT staff to escalate and resolve more complex technical issues efficiently.
• Proactively identify recurring issues and suggest improvements.

What you'll bring:

• Basic knowledge of Google Workspace administration (creating/deleting users, email configurations, basic troubleshooting).

• Familiarity with identity and access management, including basic Okta user administration, password resets, and troubleshooting login issues.

• Ability to manage Slack workspaces, troubleshoot common issues, and assist users with notifications, account settings, and integrations.

• Basic understanding of SentinelOne or equivalent endpoint security tools to handle alerts, quarantines, and investigate potential security incidents.

• Basic troubleshooting for Always-On VPN, assisting users with connectivity issues, and understanding VPN logs.

• Experience managing and updating Jira tickets, categorizing issues, tracking progress, and ensuring prompt ticket resolution.

• Experience creating and maintaining technical documentation, including procedures, guides, and FAQs in Confluence

• Associates degree in IT, CS or related field
• At least 2 years of prior work experience in a technical support or IT help-desk role with hands-on experience in user administration and basic system troubleshooting
• Relevant certifications such as Google Workspace, Okta Certified Professional, CompTIA A+, ITIL Foundation

Who you are:

• Positive and approachable with a focus on providing exceptional support to end users.
• Strong problem-solver with a proactive mindset.
• Strong multitasker with the ability to manage and prioritize multiple incoming requests and ensure timely responses to user queries.
• Effective verbal and written communicator with proven experience escalating issues appropriately and sharing knowledge.
• Detail- oriented, ensuring accuracy in all tasks, from account configurations to documentation writing.

Preferred experience:

• Scripting our automation skills (such as Bash, PowerShell or Python) for repetitive administrative tasks
• Knowledge of IT security principles and best practices . SOC2 compliance
• Experience with SaaS applications including Zoom, Microsoft 365
• Experience with SSO authentication and application onboarding

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Stock options, Benefits We Offer for Full-Time Roles:
• Medical, dental and vision insurance
• $4,400 annual HSA contribution
• Paytient Health Payment Account (HPA)
• Monthly lifestyle spending stipend
• Five weeks of annual PTO
• Week-long fully paid 'summer break' for all employees!
• Ten weeks of bonding leave for new parents
• Two weeks of caregiver leave
• Employer paid short-term and long-term disability
• 401k plan access with a 4% employer match
• Stock options in Paytient
• ...and more!

Every day, millions of people, and their loved ones, need to see a doctor. For most of us, that moment is an uncertain one - we're unsure of what's wrong, who to go to, how long it'll take to be seen, when we'll feel better, and what it'll cost. Paytient partners with thoughtful employers and health plans who understand the impact of that moment and want to ensure that every one of their plan members are easily able to access and afford care. Our clients understand that an improved ability to self-pay for care changes patient behavior and creates value for the health plan. This founding belief is becoming an emerging standard of care in health plan design and is now, in fact, a mandatory capability in some governmental health plans. Founded in 2018, Paytient is now part of nearly 6,000 employer health plans and providing certainty that people are better able to access and afford care. We're looking for passionate, collaborative builders to join our team and help us create a future where everyone can more easily access and afford care.