Senior IT Support Analyst

About Us

All Care To You is a Management Service Organization providing our clients with healthcare administrative support. We provide services to Independent Physician Associations, TPAs, and Fiscal Intermediary clients. ACTY is a modern growing company which encourages diverse perspectives. We celebrate curiosity, initiative, drive and a passion for making a difference. We support a culture focused on teamwork, support, and inclusion. Our company is fully remote and offers a flexible work environment as well as schedules. ACTY offers 100% employer paid medical, vision, dental, and life coverage for our employees. We also offer paid holiday, sick, birthday, and vacation time as well as a 410k matching plan. Additional employee paid coverage options available.

Job Purpose

The Senior IT Support Analyst is responsible for overseeing and enhancing technical support operations across the organization. This role ensures efficient resolution of helpdesk requests, enforces service level agreements (SLAs), and manages system-level administration tasks such as SSO, MFA, and endpoint management. The manager will lead cross-functional IT initiatives, maintain critical IT documentation and inventory, and serve as the main communication liaison for system updates and maintenance.

Duties and responsibilities

• Oversee user technical support to end users.
• Oversee and manage helpdesk tickets ensuring SLAs are met.
• Create and maintain department SOPs and documentation.
• Technical Managing system-level administration, including SSO and MFA configuration across multiple platforms
• Provisioning, endpoint management, and conditional access setup for both employees and external clients
• Utilizing IT Glue, oversee and manage Inventory Management including licensing.
• Serve as the main company communication liaison for system and/or software upgrades, changes, and maintenance.
• Actively monitor issues across time zones to ensure timely support for all employees
• Lead and collaborate on cross-functional IT projects:
  • Windows 11 migration for EOL Windows 10 support
  • Company-wide WIKI build, assisting with company and department builds.
  • Compliance and security alignment through MFA and RBAC auditing
  • Enabling SSO across platforms
  • PowerShell scripting, workflow automation, and external guest access provisioning for secure collaboration

Qualifications

• 5+ years of experience in IT support, systems administration, or infrastructure management.
• Strong experience with Microsoft technologies, including Windows OS (especially Windows 10/11), Azure AD, and PowerShell
• Hands-on experience configuring and managing SSO, MFA, RBAC, and endpoint provisioning tools
• Proficiency in IT documentation platforms like IT Glue and experience with asset/inventory management
• Availability between PST and CST for user support.
• Demonstrated ability to manage helpdesk systems and enforce SLAs
• Excellent communication skills to serve as a liaison for system changes, updates, and maintenance notifications
• Strong project management skills, including the ability to lead cross-functional initiatives

Working conditions

• This job may require flexible work hours due to the nature of the responsibilities.

Physical requirements

• This job is not considered physically demanding, therefore there are no physical requirements.