Inbox Health is looking for a detail-oriented and technically skilled IT Analyst to support our IT operations team. This role involves providing hands-on L1-L3 technical support, maintaining systems and security standards, and contributing to PCI DSS compliance efforts.
The IT Analyst will report directly to the Head of IT Support, supporting both day-to-day operations and strategic IT initiatives, while ensuring reliable, secure, and efficient technology services across the organization.
Requirements
- Report to the Senior IT Manager, providing regular updates on support issues, system status, and compliance tasks
- Deliver Level 1 through Level 3 technical support for desktops, laptops, mobile devices, printers, and business applications
- Implementation of security and compliance controls
- Troubleshoot hardware, software, and network issues; escalate complex incidents as needed
- Support and manage systems including Active Directory, Office 365, VPNs, and endpoint protection platforms
- Monitor network and endpoint health, respond to alerts, and assist in incident response
- Participate in patch management, system upgrades, and maintenance tasks
- Maintain clear documentation of systems, configurations, support procedures, and compliance-related activities
- Assist with employee onboarding/offboarding, including account provisioning and hardware setup
- Collaborate with vendors and service providers for technical support and procurement
- Regularly test security systems and processes
- Assist with quarterly vulnerability scans and pen testing by an ASV (Approved Scanning Vendor) and QSA
- Assist with internal vulnerability scans, penetration testing, and segmentation testing
Specific Skills
Must-Have:
- 3+ years of IT support experience, including L1-L3 troubleshooting
- Solid understanding of Windows/macOS environments, networking, and cloud-based systems
- Proficiency with Google Workspace administration
- Proficiency with Office 365, Active Directory, and basic network troubleshooting (TCP/IP, DNS, DHCP)
- Strong communication, problem-solving, and organizational skills
Preferred:
- Experience with virtualization platforms (VMware, Hyper-V)
- Familiarity with scripting languages (PowerShell, Bash)
- Exposure to MDM tools like Intune, Rippling, or Jamf
- Certifications such as CompTIA Security+, Microsoft Certified: Azure Fundamentals, or similar
- Advanced knowledge and capability to quickly learn Windows and macOS business environments and configurations
- Familiar with ITIL frameworks and IT service management best practices
- Understanding the Network OSI layer model and/or networking certifications is preferred
- Hands-on experience with PCI DSS compliance processes and documentation
- Experience working with support tools such and live chat platforms
- Proven ability to manage escalations and resolve technical issues effectively
