[Hiring] Senior IT Operations Analyst @Medzed LLC

Role Description

We are looking for a Senior IT Operations Analyst — MedZed's experienced internal technology resource, equally comfortable handling day-to-day operational IT and taking initiative on process improvement, system health, and vendor oversight. This person operates with a high degree of independence, surfaces risks before they become incidents, and serves as a reliable operational partner to the Technology Director and cross-functional teams including HR and Operations.

• 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 against them and report to the Technology Director.
• Proactively identify patterns in support volume and root-cause recurring issues rather than resolving them repeatedly.
• Build and maintain a self-service knowledge base that measurably reduces inbound ticket volume over time.
• Serve as the day-to-day operational contact with MedZed's external IT managed services provider.
• Coordinate with the external security monitoring team (DeepSeas) on alert response and remediation.
• Provide the Technology Director with structured, fact-based escalations — not just problems, but context and recommended next steps.
• Monitor vendor responsiveness and flag performance gaps proactively.
• Own the full hardware lifecycle: procurement, configuration, deployment, inventory, maintenance, and retirement.
• Maintain audit-ready asset records; proactively manage refresh cycles and flag upcoming needs before they become urgent.
• Own MedZed's Verizon corporate account: device procurement, line management, plan assignments, and invoice reconciliation.
• Oversee and own the technology provisioning and deprovisioning for all employee lifecycle events.
• Maintain SOPs and runbooks for all recurring IT operations tasks.
• Identify gaps in existing processes that create operational, security, or compliance risk.

Qualifications

• Bachelor's degree preferred; equivalent practical experience will be considered in lieu of a degree.
• 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, build standards, and follows through.
• Effective communication skills and ability to communicate problems and solutions to both technical and non-technical audiences.

Requirements

• Experience in a healthcare or HIPAA-regulated environment.
• Familiarity with security controls relevant to access management and endpoint hygiene.
• Experience managing a corporate wireless account.
• CompTIA A+, Network+, or Security+; or Microsoft certifications (MS-900, AZ-900).

Benefits

• This position requires the employee to remain in a stationary position for prolonged periods while performing desk-based computer tasks.
• The employee must be able to constantly operate a computer, keyboard, and other office productivity machinery.
• The person in this position may need to occasionally move about inside the office/remote workspace to access file cabinets, office machinery, or other resources.
• The employee may occasionally be required to lift and move objects weighing up to 10 pounds.
• Clarity of vision at approximately 20 inches or less is required for working with computers and reading small print.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA) and California law, it is our policy to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship.