MedZed

Operations

• Own the internal support ticket queue end-to-end: triage, resolve, escalate, and track to closure
• Establish and maintain internal SLAs for response and resolution; monitor performance and report to the Technology Director
• Identify support-volume patterns and root-cause recurring issues
• Build and maintain a self-service knowledge base
• Coordinate with the external IT managed services provider and security monitoring team on alert response and remediation
• Execute access revocation, device isolation, and access record maintenance
• Provide structured escalations with context and recommended next steps
• Monitor vendor responsiveness and flag performance gaps
• Own the hardware lifecycle: procurement, configuration, deployment, inventory, maintenance, and retirement
• Maintain audit-ready asset records and manage refresh cycles
• Manage MedZed's Verizon corporate account, including device procurement, line management, plan assignments, and invoice reconciliation
• Identify telecom cost optimization opportunities
• Oversee technology provisioning and deprovisioning for onboarding, role changes, and terminations
• Maintain and improve provisioning checklists for evolving systems, roles, and HIPAA requirements
• Partner with HR on time-sensitive employee transitions
• Maintain SOPs and runbooks for recurring IT operations tasks
• Identify process gaps creating operational, security, or compliance risk and collaborate with the Technology Director on solutions
• Ensure documentation is current, accessible, and usable

Senior IT Operations Analyst