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MacroHealth

IT Systems Administrator

On site Operations
Added
4 minutes ago
Location
Type
Full time
Salary
Not Specified

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Position Summary:

We are seeking

an experienced,

highly organized, responsive, and collaborative IT Systems Administrator within the Eastern time zone to join our IT team. This role will report directly to the IT Manager and serve to fill the support gap between the IT Manager and the IT Support Engineer.

Working remotely, you will take

ownership of escalated/advance support requests

, patch management, periodic IT audits, Intune device management, Azure computer resources, backup and recovery management, security management, assigned projects, and related communication and documentation.

You will also play a supporting role in employee onboarding and offboarding and assisting with hardware refreshes to help ensure a seamless experience for all employees.

This role is ideal for someone with a strong technical foundation, courteous

and effective

communication skills (both with technical and non-technical users), detail orientated, who manages multiple competing priorities in a fast-paced environment, and who is looking to expand their experience and skillset.

Key Relationships:

IT, G&A, Engineering, Activations, Customer Experience, Product

Key Accountabilities:

Help Desk Support & Administration:

  • Provide third-level support to end users by diagnosing and resolving hardware, software, and network issues in a timely and professional manner.

  • Own the day-to-day management of assigned tickets within Jira Service Management and prioritize based on urgency to ensure a timely resolution.
  • Provide first and second-level support to help the IT Support Engineer when needed.
  • Utilize knowledge base articles, workflows, and AI to assist in the processing of support tickets.
  • Promote and uphold best practices for ticketing

    processing

    , including

    accurate

    categorization, documentation, and status updates.

  • Maintain accurate records of assets, configurations, and support activities, procedures, and knowledge base articles

    ; assist in lifecycle management of IT equipment.

  • Collaborate with peers and escalate complex or unresolved issues to the IT Manager.

Employee Support:

  • Provide remote and in-person technical support across multiple platforms (Windows, MacOS, SaaS tools, VPNs, etc.).

  • Support full employee lifecycle for IT onboarding and offboarding by preparing hardware, provisioning/decommissioning accounts and access, and following established IT checklists to ensure smooth transitions.
  • Provide remote troubleshooting support for user devices (e.g., laptops, monitors, printers, mobile devices) and core business applications and tools, including productivity suites (e.g., Microsoft 365), VPNs, and communication platforms.
  • Ensure

    high levels

    of customer satisfaction by delivering clear, courteous, and empathetic communication

    throughout

    all support interactions.

  • Remain accessible and responsive during core business hours, adapting quickly to shifting priorities and urgent support needs.

General IT

&

Compliance

Support

:

  • Maintain

    internal documentation of recurring issues, resolutions, and standard procedures to improve team efficiency and self-service options.

  • Regular review of system and security logs.
  • Managing Firewalls, IPS/IDS, and Endpoint Protection solutions.
  • Maintain Intune (MDM) configuration.
  • Contribute to

    maintaining

    and

    improving

    the

    Jira Service Managemen

    t experience.

  • Participate in

    assigned

    IT-related projects and initiatives

    .

  • Support IT compliance efforts by following established procedures aligned with HIPAA, SOC2, and other relevant security frameworks.

  • Follow established IT policies and

    procedures and

    assist

    in

    identifying

    areas for improvement or clarification.

  • Contribute to the m

    ain

    t

    enance of

    two small

    remote office networks

    .

  • O

    ther responsibilities as assigned

    .

Required Education and Experience:

  • Bachelor’s degree

    in computer science

    ,

    i

    nformation

    t

    echnology, or a related field (or equivalent experience and

    certifications

    ).

    =

  • 7

    +

    years of

    demonstrated

    experience in a Help Desk, IT Support, or End User Services role.

  • 7

    +

    years of hands-on experience

    troubleshooting and configuring Microsoft 365 applications

    .

  • 2

    + years

    of hands-on experience with Microsoft

    Azure products

    :

    -

    Entra ID,

    Micros

    oft Entra Conditional Access, V

    irtual machines

    , etc.

  • Proven ability to handle

    level

    1

    through

    3

    level

    technical issues independently and efficiently.

  • Experience supporting end users in Mac and Windows environments.

  • Exceptional verbal and written communication skills with both technical and non-technical audiences.

  • Demonstrated ability to manage time, prioritize tasks, and work effectively under pressure.

  • Comfortable handling onboarding/offboarding workflows and associated IT checklists.

  • Highly collaborative, with a problem-solving mindset and customer service orientation.

  • Previous

    IT project work experience.

Preferred Skills:

  • IT certifications (Microsoft 365, Azure, or relevant security certifications)

    are a plus.

  • Familiarity with

    Gen

    AI

    tools (ChatGPT, MS Copilot, etc.)

    is

    an asset

    .

  • Exposure to IT security frameworks (HIPAA, SOC2, NIST, ISO27001, HITRUST) and best

    practices,

    preferred

    .

  • Network hardware

    experience (firewalls, switches, routers

    , wireless access points, etc.).

  • Experience working in a HIPAA Compliant environment

    considered

    an asset.

Location:

Remote within the US eastern time zone - MUST be located in US/eastern time

Salary:

$100,000 - $110,000 base salary plus bonus, equity, 401k match, flexible PTO and medical/dental/vision insurance

Core Competencies:

One Team:

Act as one team with fellow MacroMates and customers

Value humility, low ego, and collaboration

Maintain an All for One, One for All attitude

Deliver on Promises:

Do the right thing

Do what you say you will do

Work with a sense of urgency and transparency

Macro Thinking:

Challenge yourself and others to think boldly, bigger, and into the future

Lead with a Growth Mindset

Act as a thought leader for the healthcare industry

MacroHealth is an equal opportunity employer.

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