ABOUT EQUIP

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health.
Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

QUALIFICATIONS

• 3–6 years of experience in IT support or service desk within a SaaS/cloud-first environment.
• Demonstrated troubleshooting discipline: hypothesis-driven; isolates client, network, authentication, service, and data layers; verifies the fix.
• Solid systems & network fundamentals: OS basics, HTTP/DNS concepts, authentication flows.
• Identity & access experience: user lifecycle (joiner/mover/leaver), MFA, least-privilege principles.
• CLI fluency for day-to-day troubleshooting (navigating files, reading logs, inspecting processes/services, basic network/HTTP checks).
• Communication skills to translate technical detail for non-technical audiences and write clear tickets/SOPs.
• Process & governance mindset: follows change/control practices and keeps artifacts inspection-ready.
• Data literacy: uses spreadsheets/queries to track KPIs and drive evidence-based improvements.
  Core hours 8:00 a.m.–5:00 p.m. ET, with occasional after-hours support for priority incidents.

ABOUT THE ROLE

As an IT Support Analyst II, you’ll be a front-line technical resource for our employees and clinical teams. Your mission is to deliver a reliable, considerate, and secure technology experience. You will diagnose complex issues across endpoints, identity, networks, and collaboration platforms; create scalable SOPs; drive support metrics; and keep tickets and changes audit-ready. You’re comfortable with ambiguity and advocating for users while balancing reliability, risk, and security. In practice, you’ll apply disciplined, hypothesis-driven troubleshooting—isolating client, network, authentication, service, and data layers—using strong OS and HTTP/DNS fundamentals and CLI fluency to inspect logs, processes/services, and run basic network/HTTP checks.

RESPONSIBILITIES

• Provide prompt, courteous, and technically sound support to internal users; triage, investigate, and resolve complex issues across endpoints, identity/access, networks, and core business applications; document root cause and prevention.
• Read system/auth/network logs and use the CLI to diagnose issues; run basic HTTP/DNS/network checks to isolate faults.
• Own hardware/software troubleshooting and serve as an escalation point for the service desk.
• Create and maintain SOPs/runbooks and knowledge articles that reduce time to resolution and re-opens.
• Track and report support KPIs (e.g., time to first response, MTTR, re-open rate, SLA attainment) and recommend process improvements.
• Maintain accurate tickets, change records, and asset details so work is reviewable and audit-ready (privacy/security aware).
• Contribute to endpoint hygiene (patching coordination, baseline configuration checks) with platform owners.
• Provide training and guidance to users on secure and effective technology usage.
• Perform other duties as assigned.