Technology Solutions Analyst-EST

About the Role

We’re hiring a Technology Solutions Analyst based in the Eastern Time Zone (ET) to help operate and improve the technology Heartbeat’s teams use every day. You’ll work across employee support, identity and access, device management, SaaS administration, and the enterprise systems that support our business.

You’ll report directly to the VP of Cybersecurity & Enterprise IT and work closely with colleagues across technology and the business. This is a hands-on role on a small team, with broad exposure and increasing responsibility as you build experience.

We don’t expect you to arrive knowing every tool. We do expect you to learn quickly, ask thoughtful questions, and follow through. In return, you’ll work alongside experienced colleagues who will share their knowledge, explain the reasoning behind decisions, and support your development.
Technical Support: Triage and resolve employee support requests, escalating issues as needed and keeping colleagues informed through resolution. Troubleshoot issues across Google Workspace, Slack, Zoom, and other SaaS applications, collaborating with the technology team on more complex problems.
Identity and Access Management: Support employee onboarding and offboarding by managing account creation, permissions, group memberships, multi-factor authentication, and timely access removal. Assist with quarterly access reviews by gathering records, resolving outstanding questions, and documenting findings and changes.
Device Management: Manage the employee laptop lifecycle, including setup, shipping, maintenance, and recovery. Utilize device-management tools to maintain accurate inventory, apply configurations, and ensure devices remain current and secure.
Systems Administration: Support the administration of cloud-based applications, including user provisioning, license management, configuration updates, and routine system health checks.
Security and Compliance: Assist with security-awareness initiatives, vendor reviews, and security assessments in collaboration with the technology team. Support adherence to company security policies and best practices.
Process Improvement: Identify recurring technical issues, manual processes, and opportunities to improve business systems and workflows. Collaborate with cross-functional teams to implement solutions that improve efficiency and the employee experience.
Documentation: Develop and maintain standard operating procedures, troubleshooting guides, runbooks, and knowledge-base articles to ensure consistent processes, support knowledge sharing, and enable employees to resolve common technical issues independently.
Availability: Must be able to work Monday through Friday, 9 am to 5 pm EST.

About You

Professional Experience: 1+ years of professional IT experience, including help desk support, technical support, or IT administration. Experience gained through internships, part-time roles, or similar hands-on positions is also relevant.

IT Fundamentals: Basic familiarity with account provisioning and deprovisioning, computer setup and troubleshooting, and SaaS application configuration.

Security Knowledge: Understanding of basic IT security concepts, including device management, access controls, multi-factor authentication, and software patching.

Organization and Prioritization: Strong organizational skills with the ability to manage competing requests, prioritize tasks, follow through on responsibilities, and escalate issues when appropriate.

Communication Skills: Ability to clearly communicate technical information and troubleshooting steps to nontechnical colleagues in a professional and approachable manner.

Problem-Solving and Adaptability: Demonstrated curiosity, willingness to learn, and ability to troubleshoot problems, seek guidance when needed, and apply feedback to continuously improve.