IT Helpdesk Technician II

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.