IT Helpdesk Analyst

About Certify: At CertifyOS, we're building the infrastructure that powers the next generation of provider data products, making healthcare more efficient, accessible, and innovative. Our platform is the ultimate source of truth for provider data, offering unparalleled ease and trust while making data easily accessible and actionable for the entire healthcare ecosystem. What sets us apart? Our cutting-edge, API-first, UI-agnostic, end-to-end provider network management platform automates licensing, enrollment, credentialing, and network monitoring like never before. With direct integrations into hundreds of primary sources, we have an unbeatable advantage in enhancing visibility into the entire provider network management process. Plus, our team brings over 25+ years of combined experience building provider data systems at Oscar Health, and we're backed by top-tier VC firms who share our bold vision of creating a one-of-a-kind healthcare cloud that eliminates friction surrounding provider data. But it's not just about the technology; it's about the people behind it. At Certify, we foster a meritocratic environment where every voice is heard, valued, and celebrated. We're founded on the principles of trust, transparency, and accountability, and we're not afraid to challenge the status quo at every turn. We're looking for purpose-driven individuals like you to join us on this exhilarating ride as we redefine healthcare data infrastructure. Role Summary:  We are seeking a motivated IT Helpdesk Analyst to serve as the Tier 1 frontline support for our organization. In this role, you will be the primary point of contact for all incoming IT requests, ensuring fast and efficient resolution of technical issues for our 300+ employees. You will work closely with the senior team to maintain our IT assets and contribute to our self-service knowledge base. Key Responsibilities:

Incident Resolution: Diagnose and resolve common Level 1 technical issues, including password resets, VPN access connectivity, email configuration, and basic hardware troubleshooting.

Asset Lifecycle Management: Assist in the physical inventory, setup, and deployment of new end-user hardware (laptops, monitors) and peripherals for all employees.

Documentation & Knowledge Base: Create and maintain FAQs and troubleshooting documentation to update the IT knowledge base, enabling user self-service and reducing ticket volume.

Escalation: Effectively triage complex issues and escalate them to senior IT staff to ensure timely resolution.

Qualifications:

Basic understanding of computer hardware, software, and networking concepts.

Strong problem-solving skills and a service-oriented mindset.

Ability to communicate technical steps clearly to non-technical users.

Eagerness to learn and develop skills within an IT infrastructure environment.