[Hiring] Senior IT/Helpdesk Analyst @Carrum Health

Role Description

We are looking for a Senior IT/Helpdesk Analyst to help us deliver fast, reliable technical support to every Carrum employee as we scale past 400 people. The Senior IT/Helpdesk Analyst will play a critical role in our success.

Reporting to the VP of Cybersecurity & Enterprise IT, you will own day-to-day IT support and device lifecycle management and be crucial in reducing our reliance on a single person for all Helpdesk needs; helping us ensure that our growing, fully remote workforce never loses a beat due to a technical issue. You’ll be responsible for:

• Resolving Helpdesk tickets
• Provisioning and deprovisioning accounts and devices
• Supporting our 2027 rollout of Single Sign-On and a new ticketing platform

You’ll be working independently against documented scope and process standards, especially on anything touching security or access. You’ve hustled, you’ve created, you’ve implemented, and you love the intensity of a startup in high-growth mode.

You’re excited about this opportunity because you will:

• Own front-line IT/Helpdesk support for our 400+ person, fully remote team including everything from laptop setup to access troubleshooting to day-to-day technical questions
• Help build the foundation for a more automated, self-service IT experience as we roll out Single Sign-On, a new ticketing platform, and improved device lifecycle management in 2027
• Regularly collaborate with our Security team, People Operations, and every department across Carrum to support their day-to-day technology needs
• Get hands-on exposure to identity and access management, endpoint security, and compliance-driven IT practices in a HIPAA-regulated environment
• Grow your career at the intersection of IT support and cybersecurity, with a clear path to take on more security-focused responsibilities as our program matures

Qualifications

• Strong skills working with Google Workspace, macOS and Windows environments, and modern ticketing/ITSM platforms
• 5+ years of IT Helpdesk or technical support experience, including meaningful experience owning tickets independently against documented processes. Startup or healthcare technology company preferred
• Experience in device lifecycle management (procurement, provisioning, deprovisioning) and basic identity/access administration (e.g., Okta, Google Workspace admin, or similar)
• Track record supporting a fully remote workforce, with excellent written communication and a calm, patient approach to troubleshooting over tickets, Slack, email, and video calls
• Proven ability to work independently against documented standards and change-management processes without requiring heavy oversight
• Ability to pick up new tools quickly and document processes clearly for a small, fast-moving team
• Entrepreneurial and resourceful (you’re a problem solver)
• Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment
• Passion for collaborating cross-functionally with sales, operations, client success, data, and product teams to ideate, complete projects, and drive impactful results

Benefits

• Stock option plan and performance bonus for eligible employees
• Flexible schedules and remote work
• Chicago and San Francisco offices available as an option
• Flexible PTO, within reason
• Summer Fridays (sign off @ 1pm local time)
• 15+ paid holidays, including Juneteenth, World Mental Health Day, and Carrum Health Day
• Annual holiday shutdown in December
• Paid parental leave
• Health, vision, and dental insurance
• Employee Assistance Programs (EAP)
• 401K retirement plan

Company Description

Carrum Health’s mission is to change how we pay for and deliver specialty care. We offer self-insured employers and plan sponsors a value-based specialty care platform that connects their members with a rigorously vetted network of specialty care providers. Carrum’s transparent, all-inclusive bundled pricing, award-winning technology, and dedicated care navigation team help lower costs for both members and employers while delivering a superior member experience.

Carrum is independently validated to reduce unnecessary procedures by as much as 30%, lower readmissions by 80%, and save employers up to 45% per episode of surgical care.