IT Support Analyst

About Us

At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing.  Our success is measured when we can empower all of healthcare to focus more on improving the health of people. 

That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.
That’s where you come in! We're looking for an IT Support Analyst who will be responsible for providing top-tier technical support to our 115+ internal employees, ensuring smooth operations in a fully remote ecosystem of both Macs and Windows computers. The role will require critical thinking and troubleshooting skills to resolve technical issues efficiently. You will collaborate closely with the IT Systems and Support Administrator to effectively monitor and perform IT helpdesk operations. Your ability to communicate clearly and work effectively with technical teams will be essential as you escalate issues, identify solutions, and assist with technical projects. This role demands a strong commitment to supporting our end user workstations. 

The Information Technology team has been freshly renewed at Kalderos. You will have the opportunity to help contribute to the helpdesk ticketing interactions with internal stakeholders to maximize the value you can provide to them. We expect this function will scale as our company grows.

What You’ll Do:

• Serve as the primary point of contact for end-users, providing prompt and professional technical support for hardware, software, and network issues.
• Serve as the primary point of contact for end-users, providing prompt and professional technical support for hardware, software, and network issues.
• Document issues, resolutions, and troubleshooting steps in tickets and logs, ensuring timely follow-up with end-users.
• Assist with IT onboarding for new employees, ensuring seamless access to necessary tools and systems.
• Maintain a physical presence at our Chicago office at least 2 days per week and as needed for support. 
• Handle laptop fulfillment and shipment needs for all new laptop deployments, refreshes, and collection of end-of-life equipment. 
• Accurately update and maintain both physical and digital asset inventory for Kalderos-owned equipment, and track and manage hardware repairs.
• Perform system imaging procedure for both MacOS and Windows laptops, ensuring all security measures are in place on new laptops.
• Collaborate with the IT team to manage cloud environments, ensuring security protocols are maintained and system performance is optimized.
• Troubleshoot and resolve technical issues related to operating systems, applications, and cloud network connectivity.
• Perform system administration tasks, including user account management, software updates, and executing system backups and restores.
• Assist in the planning and execution of IT projects, such as system upgrades, migrations, and the implementation of new technologies.

What You'll Bring:

• Experience in a similar or adjacent role
• We expect all team members to understand our core values, which you can read more about at https://www.kalderos.com/company/culture. You will be expected to align your actions with and inform your decisions using these core values.  You should be prepared to discuss what these values mean to you during your interviews.
• You have excellent technical skills and a customer service mindset. When presented with a technical issue or complex project, you can:
  • develop a plan of action for resolution
  • provide excellent customer service and prompt communications
  • communicate and collaborate effectively with other technical teams
• You are comfortable saying, “I don’t know, but I will find out”.
• You will operate in a dynamic environment where technical problems arise that must be managed and solved, occasionally under tight time constraints. You are comfortable identifying and addressing these issues, owning them until they are fixed. You are comfortable adjusting your priorities and work activities with help from your manager to best adapt to this dynamic environment.

Set Yourself Apart:

• Relevant technical industry certification(s) such as CompTIA
• Experience and a desire to work in a fast-growing, venture capital backed startup. You are familiar with the high velocity, volume, and ambiguity of work in a startup environment and see it as an opportunity to drive outsized impact.
• Experience working with Okta and Google Workspace
• Experience supporting both MacOS and Windows blended environments
• Experience working with Cloud infrastructure, SaaS, and cloud storage environments
• Experience in Okta, Jira, Slack, Microsoft Azure, Windows and Mac operating systems
• Familiarity with SOC and HIPAA compliance

Expected Salary Range: $60,000 - $80,000 base + bonus

This is a hybrid position based in Chicago, IL with occasional travel to Boston, MA.

____________________________________________________________________________________________Highlighted Company Perks and Benefits

• Medical, Dental, and Vision benefits
• 401k with company match
• Flexible PTO with a 10 day minimum
• Opportunity for growth
• Mobile & Wifi Reimbursement
• Commuter Reimbursement
• Donation matching for charitable contributions
• Travel reimbursement for healthcare services not available near your home
• New employee home office setup reimbursement

What It’s Like Working Here

• We thrive on collaboration, because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
• We empower each other and believe in ensuring all voices are heard.
• We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture. 
• We’re curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.

To learn more: https://www.kalderos.com/company/culture

We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

Kalderos is proud to be an equal opportunity workplace.  We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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