IT Support Engineer II

As Collective Health IT, we prioritize building strong relationships with our users by proactively resolving their daily challenges. We operate with a service-first mindset, emphasizing empathy and collaboration to enhance organizational productivity and streamline workflows. As a vital member of our IT team, you will play a key role in delivering a high-quality, professional experience to everyone.

We are a lean, mission-driven team dedicated to removing operational friction, allowing our users to focus on advancing our next-generation healthcare platform. We are committed to achieving significant impact and modernizing IT operations. We seek a versatile, proactive, and continuous learner who thrives on ownership and embraces new challenges. If this aligns with your professional aspirations, we invite you to read on.

What you'll do:

• Support our team: Help employees with their day-to-day tech issues by troubleshooting problems via email, chat, or in person.
• Set up new hires: Handle the onboarding process for new employees, getting their hardware and software ready to go, and securely offboard people when they leave.
• Manage our gear: Take care of our hardware and software from purchase to setup, and eventually recycling old equipment.
• Fix and improve: Look for ways to make our daily IT tasks easier and faster, using scripts or better processes where they make sense.
• Create guides: Write simple, easy-to-follow how-to guides so people can solve common tech problems on their own.
• Support our systems: Keep our macOS and Windows computers, office conference room tech, and basic office networks running smoothly.
• Stay secure: Follow and enforce security best practices, like using two-factor authentication and keeping devices protected, to keep our data safe.
• Manage mobile devices: Use mobile device management tools to keep phones and tablets updated and secure.

To be successful in this role, you'll need:

• Technical Proficiency: Hands-on experience administering and troubleshooting macOS and Windows environments, including hardware, software, and A/V conference room technology.
• IT Operations: Proven background in managing full IT lifecycles, including user onboarding/offboarding and asset management (procurement to decommissioning).
• Networking & Systems: Applied knowledge of fundamental networking protocols (DNS, DHCP, VPN) and experience managing mobile device lifecycles using MDM solutions (e.g., Jamf).
• Security & Compliance: Commitment to IT security best practices, including endpoint protection, phishing awareness, MFA, and data privacy.
• SaaS Management: Experience supporting and troubleshooting modern collaboration tools, including Google Workspace, Okta, and Zoom.
• Automation: Proficiency in scripting (e.g., Bash, Python, or PowerShell) to optimize workflow efficiency and resolve recurring technical issues.
• Communication & Support: Demonstrated ability to deliver high-touch IT support to a diverse user base, ranging from individual contributors to executive leadership.
• Documentation: Ability to create clear, accessible knowledge base articles that facilitate user self-service and reduce technical friction.
• Proactive Problem Solving: A self-initiated approach to identifying operational challenges and driving process improvements.

Pay Transparency Statement 

You will be onsite at our San Francisco office 5x/week. #LI-onsite

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the hourly rate, you will be eligible for 35,000 stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.#LI-LN1