IT Analyst at Inbox Health

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 as live chat platforms.
• Proven ability to manage escalations and resolve technical issues effectively.