Helpdesk Administrator

📋 Description

• • Be the single point of contact who keeps every Nest Health teammate—from pediatricians making house calls to data scientists building predictive models—productive, secure, and confident in their technology. You will own the full life-cycle of end-user support across Windows, macOS, iOS, and core productivity suites, ensuring that clinicians never lose precious minutes with a family because of a frozen laptop or a forgotten password.
• • Deliver white-glove, multi-tier support (L1–L3) that meets or beats aggressive SLAs for first response, resolution, and customer satisfaction. You will triage tickets in our service-desk platform, write crisp knowledge-base articles, and craft “quick-start” guides that raise first-contact-resolution rates and reduce repeat incidents.
• • Administer and continuously improve our Microsoft 365, Entra ID (Azure AD), and Intune environments. You will create and disable accounts, assign granular permissions and licenses, enforce conditional-access policies, and deploy configuration profiles and applications to thousands of endpoints—all while maintaining HIPAA-grade security and compliance.
• • Manage the full asset lifecycle for laptops, peripherals, and mobile devices used in homes, clinics, and corporate offices. You will maintain an accurate CMDB, coordinate warranty repairs, forecast refresh cycles, and ensure every device is encrypted, patched, and compliant before it reaches a clinician’s hands.
• • Partner with People Operations and Clinical Operations educators to design a friction-free technical onboarding experience that has new hires fully productive on day one. You will script device provisioning workflows, schedule imaging and app-install sessions, and gather feedback to shave minutes—or hours—off every onboarding.
• • Coordinate planned and emergency maintenance windows with cross-functional teams so that telehealth visits, vaccine clinics, and in-home appointments proceed without interruption. You will publish clear status pages, run post-incident reviews, and translate technical findings into preventive action plans.
• • Monitor endpoint health and performance metrics, then turn that data into actionable insights. You will spot trends—like a spike in VPN timeouts on Tuesdays—and recommend cost-effective improvements that scale as Nest expands from one state to many.
• • Champion security and privacy best practices across a regulated healthcare environment. You will enforce MFA, conditional access, least-privilege principles, and device-compliance policies, partnering with Security & Compliance to gather audit evidence and close remediation gaps.
• • Serve as a cultural ambassador for technology at Nest. You will run lunch-and-learns, create two-minute “tech tip” videos, and translate complex IT jargon into plain language so every teammate—from medical assistants to PhD researchers—feels empowered, not intimidated.
• • Thrive in a startup atmosphere where priorities can pivot overnight. You will juggle competing demands, wear multiple hats, and occasionally jump on a last-minute video call to troubleshoot a provider’s iPad in a patient’s living room—all while keeping your cool and your sense of humor.