IT Helpdesk Technician II

OpenLoop Health

Dallas, TX

HybridCareer-pivot friendly

Who this role is best for

Aimed at mid-level IT professionals with compliance and SaaS administration experience who thrive in collaborative, startup-like environments.

Best fit for

Candidates with 2+ years of macOS and Windows enterprise MDM management experience
— “at least 2 years of macOS and windows enterprise and MDM management (JAMF, Mosyle, or Kandji)”
Individuals who have worked with SaaS tools like Okta, Google Workspace, and Office365
— “Administer and maintain SaaS tools including Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365.”
Professionals comfortable with cross-functional collaboration and compliance standards
— “Collaborate with cross-functional teams to uphold HIPAA, SOC 2, and HITRUST compliance standards.”

Things to consider

The role requires on-site presence at the Dallas HQ, which may limit remote flexibility
— “join our team onsite at our Dallas location”
Candidates must be able to handle Tier 2 and 3 technical support, which involves higher complexity than Tier 1
— “Provide Tier 2 and 3 technical support via Slack, email, Zoom, and Jira”

How to stand out

Highlight experience with system integration troubleshooting and process documentation
— “Troubleshoot integration issues between systems, provision failures”
Emphasize proactive problem-solving and long-term IT solution recommendations
— “Proactively identify recurring issues and recommend scalable, long-term IT solutions.”
Showcase familiarity with ITIL framework and incident management best practices
— “Familiar with ITIL framework and best practices for incident management and service delivery.”

Pace · SteadyCollaboration · MediumAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

smooth IT operations
high customer satisfaction
compliance adherence

Typical background

IT supportnetwork administrationcybersecurity

Skills & requirements

Required

IT HelpdeskTechnical SupportNetworkingCybersecuritySaas AdministrationIT Compliance

Preferred

ITIL FrameworkInfrastructure UpgradesSystem Integrations

Stack & domain

OktaGoogle WorkspaceZoomSlackAtlassianOffice365JAMFMosyleKandjiCommunicationCustomer ServiceITTelehealth

About the role

Original posting from OpenLoop Health via Ashby

ABOUT OPENLOOP
OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.
ABOUT THE ROLE
OpenLoop is looking for an IT Helpdesk Technician II to join our team onsite at our Dallas location. In this role, you will be responsible for supporting our employees and ensuring smooth daily IT operations. You'll provide first-level technical support, troubleshoot hardware and software issues, and help keep our systems running efficiently.
WHAT YOU’LL DO:
Provide Tier 2 and 3 technical support via Slack, email, Zoom, and Jira, resolving hardware, software, and access issues promptly.
Onboard new employees, handling device setup, account provisioning, and tool access with a customer-focused approach.
Administer and maintain SaaS tools including Okta, Google Workspace, Zoom, Slack, Atlassian, and Office365.
Troubleshoot networking and remote connectivity issues to ensure reliable work-from-home performance.
Troubleshoot integration issues between systems, provision failures
Improve and document helpdesk processes, workflows, and knowledge resources to drive efficiency.
Support long-term IT initiatives such as infrastructure upgrades, security enhancements, and system integrations.
Collaborate with cross-functional teams to uphold HIPAA, SOC 2, and HITRUST compliance standards.
Proactively identify recurring issues and recommend scalable, long-term IT solutions.
Other duties as assigned.
WHO YOU ARE:
Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
4+ years of general IT experience, with at least 2 years of macOS and windows enterprise and MDM management (JAMF, Mosyle, or Kandji).
Proficient in Okta, Google Workspace, Zoom, Slack, Atlassian (Jira/Confluence), and Office365 Administration.
Strong understanding of cybersecurity principles and experience with IT compliance frameworks (HIPAA, SOC 2, HITRUST).
Excellent communication and customer service skills, with a proactive and empathetic approach to user support.
Experience working in fast-paced or startup environments is highly preferred.
Familiar with ITIL framework and best practices for incident management and service delivery.
OUR BENEFITS
In addition, for salaried positions you would also be eligible for:
Medical, Dental, and Vision plans
Flexible Spending/Health Savings Accounts
Flexible PTO
401(k) + Company Match
Life Insurance, Pet insurance, and more
OUR COMPANY
We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.
Sound like a good fit? We’d love to meet you.

Source: OpenLoop Health careers (Ashby)