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

• 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

• 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