IT Operations Support Specialist

Panalgo's mission is to improve healthcare through innovative analytics. Our team has built a next-generation analytics platform, Instant Health Data (IHD), to bring researchers together to generate insights into improving population health, quality of care, and managing costs.

We are looking to grow to the next level with the help of an outstanding IT Operations Support Specialist in our downtown Boston office (this is a hybrid position which requires a minimum of 3 days a week in the office, on an as-needed basis.)

As an IT Operations Support Specialist, you will play a crucial role in providing technical assistance to our team of data analysts, engineers, and developers, ensuring smooth operations and effective utilization of technology resources.

Responsibilities

• Administer Service Now or a similar IT Service Management (ITSM) platform, utilizing your experience or exposure to efficiently handle incident and request tickets
• Utilize your expertise in MacOS and Jamf to provide comprehensive support for Mac users within the organization
• Demonstrate familiarity with working in organization with compliance frameworks such as HITRUST, ensuring adherence to applicable process requirements
• Offer comprehensive support for Microsoft 365 applications, preferably on Mac platforms, ensuring optimal functionality and troubleshooting any issues that may arise
• Efficiently triage tickets and provide exceptional customer service, ensuring timely and effective resolution of technical issues faced by end-users
• Maintain a physical presence on-site for three days a week, facilitating in-person support and establishing strong relationships with the engineering and development teams
• Possess basic networking skills to troubleshoot connectivity issues and assist in the configuration of network switches
• Demonstrate familiarity with hardware components such as peripherals and network switches, enabling efficient troubleshooting and maintenance tasks
• Exhibit a basic understanding of cloud technology, allowing you to provide guidance and support for cloud-based applications and services
• Accurately document ticket notes, incidents, and resolutions, ensuring clear and comprehensive documentation for future reference
• Develop an abstract understanding of development procedures, including API usage and code repositories, to effectively support engineering and development teams
• Exposure to scripting languages such as BASH, PowerShell (PoSH), or Python, enabling you to automate tasks and provide advanced technical support
• Document repeatable tasks and assist other team members by creating documentation using Confluence

Requirements

• 5+ years of experience working within a ticketing system to create detailed work logs and technical documentation.

• Experience troubleshooting and resolving issues with macOS, Windows or Linux users.
• Exposure to scripting languages such as BASH, PowerShell (PoSH), or Python, enabling you to automate tasks and provide advanced technical support.
• Basic networking skills to troubleshoot connectivity issues and assist in the configuration of network switches.

Preferred Experience

• Experience with ServiceNow is a plus.
• Experience monitoring and troubleshooting in Linux.

Benefits

Why be part of Panalgo?

• Leading healthcare data analytics/big data company
• Work cross-functionally across collaborative teams
• Great mentorship and growth opportunity

What we offer you:

• Medical and prescription drug benefits
• Health savings accounts or flexible spending accounts
• Dental plans and vision benefits
• Basic life and AD&D Benefits
• 401k retirement plan
• Short and Long Term Disability
• Education benefits
• Paid parental leave
• Unlimited paid time off

The expected base salary for this position ranges from $75,000 to $100,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.

Panalgo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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