Senior IT Operations Analyst

MedZed

. Own the internal support ticket queue end-to-end: triage, resolve, escalate, and track to closure .

Posted 9/19/2026full-timeRemote • United StatesSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT operations and support, with a focus on ticket management, hardware lifecycle, and compliance in a healthcare environment. Proficient in Microsoft 365 administration and Azure/Entra ID for identity management, ensuring effective communication and collaboration across departments.

Highest-signal resume keywords

IT Operations ManagementMicrosoft 365 AdministrationAzure/Entra IDHardware ProcurementHIPAA Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket ManagementAsset Lifecycle ManagementAccess ManagementDevice IsolationProcurementSOP DevelopmentKnowledge Base ManagementTelecom Cost OptimizationPerformance MonitoringSecurity Controls

Soft Skills

Effective CommunicationProcess-Oriented MindsetProblem-SolvingIndependenceCollaboration

Tools & Technologies

MDM PlatformsVerizon Corporate Account ManagementAudit-Ready Asset RecordsSelf-Service Knowledge BaseIT Managed Services Coordination

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft MS-900Microsoft AZ-900

Industry Keywords

HealthcareHIPAA-Regulated EnvironmentIT SupportOperational RiskVendor Management

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

5+ years of progressive experience in IT operations or IT support, with demonstrated ownership beyond reactive ticket resolution
Proven ability to operate independently, manage competing priorities, and self-direct without day-to-day supervision
Proficiency with Microsoft 365 administration
Working knowledge of Azure/Entra ID for identity and access management
Experience with hardware procurement, MDM platforms, and asset lifecycle management
Able to work effectively with HR, Finance, Operations, and non-technical leadership
Process-oriented mindset; documents gaps, builds standards, and follows through
Ability to work under pressure and systematically organize complex problems into smaller solvable components
Effective communication skills and ability to communicate problems and solutions to technical and non-technical audiences
Bachelor's degree preferred; equivalent practical experience will be considered in lieu of a degree
Preferred: experience in a healthcare or HIPAA-regulated environment
Preferred: familiarity with security controls relevant to access management and endpoint hygiene
Preferred: experience managing a corporate wireless account
Preferred: CompTIA A+, Network+, or Security+; or Microsoft certifications (MS-900, AZ-900)