Job Overview
Location
Remote - USA
Job Type
Full-time
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Provide front-line IT support to internal employees and clinical teams across a fully virtual, SaaS-based healthcare organization operating in all 50 states.
- • Triage, investigate, and resolve complex technical issues across endpoints, identity/access systems, networks, and core business applications with promptness and technical accuracy.
- • Diagnose problems using hypothesis-driven methods by isolating client, network, authentication, service, and data layers; verify fixes through systematic validation.
- • Use command-line interface (CLI) tools to navigate files, inspect system logs, analyze processes/services, and perform basic network and HTTP checks to identify root causes.
- • Maintain and update standardized operating procedures (SOPs), runbooks, and knowledge articles to reduce resolution time and prevent ticket re-opens.
- • Track and report key support metrics including time to first response, mean time to resolution (MTTR), re-open rate, and SLA attainment; use data to recommend process improvements.
- • Ensure all tickets, change records, and asset documentation are accurate, complete, and audit-ready with strict adherence to privacy and security protocols.
- • Coordinate endpoint hygiene activities including patching schedules and baseline configuration checks in collaboration with platform owners.
- • Serve as the escalation point for the service desk on unresolved or high-priority technical issues.
- • Deliver clear, non-technical guidance to users on secure and effective use of technology tools and platforms.
- • Maintain compliance with change control practices and governance standards to ensure all IT operations are reviewable and compliant.
- • Utilize spreadsheets and data queries to analyze support trends and drive evidence-based decisions for service optimization.
- • Work within core business hours of 8:00 a.m.–5:00 p.m. ET, with availability for occasional after-hours support during priority incidents.
- • Provide initial and ongoing technical setup and support for remote employees, ensuring seamless access to company systems and applications.
- • Contribute to a culture of inclusion by supporting equitable access to technology resources across all employee groups and identities.
🎯 Requirements
- • 3–6 years of experience in IT support or service desk roles within a SaaS or cloud-first environment
- • Demonstrated ability to perform hypothesis-driven troubleshooting across client, network, authentication, service, and data layers
- • Solid understanding of OS fundamentals, HTTP/DNS concepts, and authentication flows
- • Experience managing user lifecycle processes including joiner/mover/leaver workflows, MFA, and least-privilege access principles
- • CLI fluency for daily troubleshooting tasks including log inspection, process monitoring, and basic network/HTTP diagnostics
- • Strong written communication skills to document tickets, SOPs, and knowledge articles clearly for technical and non-technical audiences
🏖️ Benefits
- • Flex PTO policy (3–5 weeks/year recommended) plus 11 paid company holidays
- • Generous parental leave and 100% employer-paid mental health benefit through Spring Health (5 free therapy and 5 free coaching sessions per year for employee and dependents)
- • $50/month stipend for home internet, $250/month co-working space stipend, and $500 initial home office setup stipend with $200 reloads at year 3, 5, 7, etc.
- • Company-provided laptop and 100% employer-paid medical, dental, vision, life, and AD&D insurance
- • 401(k) option with employer contribution
- • HealthJoy healthcare concierge service and Employee Assistance Program (EAP) for mental health, legal, and financial support
Skills & Technologies
About Equip Health Inc.
Equip Health is a virtual eating-disorder treatment provider delivering evidence-based care to adolescents and adults in the United States. Founded in 2019, the company pairs each patient with a five-person dedicated care team comprising a medical provider, therapist, dietitian, peer mentor, and family mentor. Treatment is delivered entirely via secure video, allowing patients to remain at home while receiving Family-Based Therapy and coordinated medical management. Equip partners with major insurers to increase access and accepts most commercial plans. The company is headquartered in San Diego, California, and has raised venture capital to expand nationwide access to comprehensive eating-disorder recovery.
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