IT Helpdesk Technician II

OpenLoop Health is seeking an IT Helpdesk Technician II for an onsite role in Dallas, TX. In this position, you will support Tier 2/3 IT needs across users and systems, administer key SaaS platforms, and help keep onboarding and day-to-day operations moving smoothly while aligning with compliance expectations.

You will troubleshoot and resolve issues spanning hardware, software, access, networking, remote connectivity, and system integrations, using common collaboration and ticketing tools to ensure requests are handled promptly and documented clearly. The role also includes process improvement work and participation in longer-term IT initiatives.

What you’ll do

• Deliver Tier 2 and Tier 3 technical support through Slack, email, Zoom, and Jira, resolving hardware, software, and access issues in a timely manner.
• Support new employee onboarding, including device setup, account provisioning, and tool access, with a customer-focused approach.
• Administer and maintain SaaS tools such as Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365.
• Troubleshoot networking and remote connectivity problems to support reliable work-from-home performance.
• Investigate and resolve integration issues, including provisioning failures.
• Improve and document helpdesk processes, workflows, and knowledge resources to increase efficiency.
• Assist with ongoing IT initiatives, including infrastructure upgrades, security enhancements, and system integrations.
• Work with cross-functional teams to help uphold HIPAA, SOC 2, and HITRUST compliance standards.
• Identify recurring issues and recommend scalable, long-term IT solutions.
• Perform other duties as assigned.

What you bring

• 4+ years of general IT experience.
• 2+ years of macOS and Windows enterprise experience with MDM management using JAMF, Mosyle, or Kandji.
• Proficiency administering Okta, Google Workspace, Zoom, Slack, Atlassian (Jira/Confluence), and Office365.
• Strong cybersecurity understanding and experience with IT compliance frameworks including HIPAA, SOC 2, and HITRUST.
• Excellent communication and customer service skills, with a proactive and empathetic approach to user support.
• Experience in a fast-paced or startup environment is highly preferred.
• Familiarity with the ITIL framework and best practices for incident management and service delivery.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (preferred).

Tools and technologies

• Slack, email, Zoom, Jira
• Okta, Google Workspace, Office365
• Atlassian (Jira/Confluence)
• JAMF, Mosyle, Kandji
• macOS, Windows
• MDM management
• HIPAA, SOC 2, HITRUST
• ITIL

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more