Senior IT Support Engineer

About Stellar Health: Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes.  At Stellar Health, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the Stellar App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way.   Stellar is a US-based Health-tech backed by Top VCs ( General Atlantic, Point72, & Primary Venture Partners) ​​ with an established product & proven operating model. We’ve shown that we make a real difference for physician practices and their patients. About the position: This is an exciting opportunity to join an IT team at the ground floor, and play an instrumental role in building the IT tech stack. The IT Support team is responsible for the hardware, software, and services that Stellar Health employees around the country use on a daily basis to successfully do their jobs. We need people who are organized, able to think on their feet, and who can find creative solutions to interesting problems. This role is based out of our New York office and reports to the IT Director. What You'll Do Administration and escalated support for SaaS solutions like Okta, Google Workspace, Slack, Zoom, Jira, Jamf, InTune, Meraki, and more Support all current and changing aspects of our IT environment; including macOS and Windows laptops, mobile devices, audio/visual equipment, printers, and networking equipment Coordinate, support, and continuously improve employee onboarding and offboarding processes Help to ensure the stability and security of devices and accounts Create, define, and redesign IT processes and policies to ensure sustainability and scalability as our company grows Scope, design, lead, and implement strategically important projects by scoping, designing, and implementing moderately complex solutions that scale for future needs Improve technical landscape of the IT team and company Own and account for local office support region and function Manage inbound support requests via walkups, tickets, email, and Slack and serve as a domain expert and escalation point to other team members Own team SLAs and drive their improvements by identifying patterns and automation opportunities Incorporate business values into creative solutions by being an ambassador for partner teams Consult with business partners to develop efficient, sustainable, and scalable cross-functional workflows Identify problems and engineer solutions, advocating for high impact opportunities Document and train team on policies & procedures Interpret, apply, and enforce company policies and procedures Guide team on IT best practices and standards, and being advocates for change Mentor and train members of the IT team Give & receive feedback across all levels You should have: 5+ years of relevant technical customer support experience 3+ years hands-on IT Support experience in a modern enterprise environment 1+ year(s) of managing/leading projects Subject matter expertise in one or several services Deep familiarity with advanced troubleshooting and administration of Windows and/or macOS Experience managing remotely deployed devices Experience supporting, administering, and architecting Okta and Google Workspace Intermediate understanding of networking concepts Intermediate understanding of Jira or other ticketing systems Passion for automation and efficiency Ability to work independently and collaboratively and self manage competing priorities Demonstrated experience understanding complex issues, and explaining them in terms appropriate for technical or non­technical audiences Experience driving projects from planning to completion with limited oversight Demonstrated understanding the ins-and-outs of a complex issue or project and can build a complete design doc Attention to detail and a passion for accuracy Desire to provide exceptional customer service, satisfaction, and user experience Demonstrated communication and interpersonal skills to work across diverse stakeholders and cross-functional teams A low ego and can-do attitude; willingness to admit mistakes, work to remedy them, and share your learnings Comfort operating in an ambiguous environment where there's not a set playbook on how to solve each problem, and helping write the playbook Bonus Points Knowledge of scripting (ie. Python, Bash, PowerShell, GO, or Apps Script) Experience with middleware account life-cycle automation tools like Tray.io and Workato Who will love this job: Someone who is excited by the opportunity to join a small blossoming team/company! We're in a phase where little is set in place and this person can have high autonomy and ownership to build the IT tech stack as desired with modern tools like Okta, Jamf, and InTune. Pay: At Stellar, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Stellar’s salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.  The salary range for this role is $110,000 - $130,000 and where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role.  As such, new hires typically start at the lower end of the range.  Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time. Stellar reserves the right to change our compensation bands at any time.  Perks & Benefits: Stellar offers a carefully curated selection of wellness benefits and perks to our employees: Medical, Dental and Vision Benefits Unlimited PTO (and ask our recruiting team about the ways we make sure employees are actually taking PTO) Universal Paid Family Leave, with up to 21 weeks of fully paid leave available to new parents and caregivers Company sponsored One Medical memberships and Citibike memberships Medical Travel Benefits  A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations Stock Options & a 401k matching program Career development opportunities like Manager Training, coaching, and an internal mobility program A broad calendar of company sponsored social events that for our in-office and remote employees Diversity is the key to our success . Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.   We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.  Stellar Health Employment Privacy Notice