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IT Service Desk Analyst

Information Technology, Washington, Seattle

Apree Health Logo

apree health brings together a best-in-class engagement platform with an advanced primary care model to provide a vastly better health and care experience, improve outcomes, and significantly lower the total cost of care for a population.

IT Service Desk Analyst

Apree Health is looking for an IT Service Desk Analyst. As our company grows, we need an individual who is interested in working in a distributed team environment to help manage our on-site Seattle office needs and maintain the growth of our IT infrastructure and laptop environment.

The ideal candidate will have excellent customer service skills within Help Desk Operations, inventory management, and experience supporting AV and connectivity for Google Meet and Zoom calls. This individual will often be the first person to interact with and help triage the needs of fellow employees who need support in the office.

If you are highly motivated, thrive on challenges, and approach your work with ownership, openness, and optimism—we’d love to hear from you!

  • Minimum of 1 year experience in IT support or formal training, including
  • IT Service Desk experience
  • Laptop support experience
  • Windows 10
  • Executive support experience
  • A/V and conference room support experience
  • Excellent interpersonal communication skills
Nice to Have:
  • Jira Service Management project administration experience
  • Google Workspace & SSO administration
  • Networking hardware experience (switches, access points, etc.)
  • Experience supporting:
  • Endpoint network troubleshooting
  • Citrix
  • VPN
  • Endpoint management experience:
  • Jamf Pro/Jamf Connect experience
  • Microsoft Intune/Endpoint Manager
  • PDQ or EndpointCentral
  • Slack administration
  • Work on a multisite team, supporting a distributed and multinodal workforce.
  • Prepare laptops for new hires by running laptop provisioning automation
  • Support onsite AV hardware and events using Google Meet and Zoom
  • Routinely test conference rooms for hardware and software configuration functionality
  • Initial triage of incoming support and service requests, providing initial responses to our coworkers with documentation, support, and escalations (including security escalations) as necessary.
  • Expected to close an average of 15-20 support tickets per week.
  • Prioritize and handle incoming support requests through various mediums, such as phone, instant message, email, and ticket queue.
  • Provide a high level of customer support to our end users in the office and remotely.
  • Participate in on-call rotation for after-hours support (7am-7pm Pacific time) and be the first point of contact for all after-hour escalations.
  • Work with vendors, auditors, consultants, and other technical advisors to implement, manage, and fix systems.
  • Assist to plan, evaluate, communicate, test, implement, and support new processes and technology.
  • Enforce and escalate security issues according to company policy.
  • Work within a healthcare data environment while adhering to HIPAA, SOC II, and HITRUST, among other compliance restrictions.
  • Communicate and work cross functionally in a distributed team environment.
  • Follow verbal and documented procedures.
  • Project work on 1-2 small or constrained projects at a time (examples: upgrading AV hardware in a room, or walking a list of coworkers through updating their software)
Physical Demands:
  • Includes full range of body motion
  • Required to be in-office M-F in downtown Seattle (potential to support remote Monday and Friday after 6 months)
  • Manual and finger dexterity and eye-hand coordination
  • Requires standing, walking and sitting for extended periods of time
  • Occasionally lift and carry items up to 50 pounds
  • Requires corrected vision, hearing and speech within normal ranges

If you reside in a state that is eligible to receive additional information about the compensation and benefits for this role, please send an email to [email protected]