IT Support

Datavant is a rapidly growing healthcare technology company with a mission to connect the world’s health data. By eliminating data silos in the healthcare industry, we aim to unlock opportunities to accelerate clinical data exchange, medical research, and help organizations design better ways to facilitate access, affordability, and quality of care leading to better patient outcomes.

By joining Datavant today, you’re stepping onto a highly collaborative, fully remote team that is passionate about creating transformative change in healthcare. We look for people who are smart, nice and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team (no office locations) and we empower Datavanters to shape their working environment in a way that suits their needs -- learn more here! 

As an IT Support Specialist you will partner with and learn from a strong and talented team to gain a diverse knowledge of IT systems.  You are a curious learner who enjoys owning projects and making decisions. You are a smart, nice person who will support teams across Compliance, the IT Enterprise and Security pod, Product Security, Security Assurance, and Security Operations.

As part of the IT Enterprise and Security pod, you will be focusing on productivity tooling, IT device setup and building support infrastructure, security of our IT environment, Identity and Access Management, and IT Integrations. You will also support the Datavant team with any support requests on relevant devices (mac/windows), virtual devices, peripheral devices, or occasionally software programs, as well as provide insight into how to access our services to diagnose and resolve access issues.

 This is a hands-on role suitable for someone with a learning mindset. Although significant experience is a plus, we’re happy to support growth for folks with good grounding and a can-do attitude.  

You Will:

• Support users of the network on relevant devices - this may be with hardware, such as desktop computers, virtual devices, peripherals, etc, or occasionally software programs
• Maintain computer systems and networks to run smoothly
• Administer and work within our environment while supporting our team, ideally with some experience of operating systems (mac/windows) and platforms (Azure, Google, AWS)
• Assist in managing the devices for new starters/replacement devices - this may include sourcing and logistics
• Conduct 2 IT onboarding training sessions for new employees
• Utilize our IT ticketing systems while providing support by responding to user queries and helping with requests via ticketing system, virtual meetings, email, and phone 
• Create IT tickets to successfully assist users either directly by triage or by coordinating with other IT members
• Have strong communication skills in order to gather information related to issues, determine the root cause of problems, develop methods and solutions to resolve user issues, provide onboarding training, and balance the flow of incoming support requests
• Help create appropriate training/user guides by maintaining internal IT procedures and support documentation for users to help build an internal knowledge base for future reference
• Be a subject matter expert and fountain of knowledge that others want to learn from
• Collaborate with management and other departments to research, recommend and develop where appropriate our systems/tools to support our business as we scale. So hands on improving our support on an ongoing basis
• Operate within West or East Coast working hours

What You Will Bring to the Table: 

• IT related graduate or equivalent work experience and/or Google/Microsoft certifications with user support and system administration.
• Ideally with +2 years of experience in user/device support
• Knowledge of user support for devices, good analytical and problem-solving skills
• Support knowledge across OS (mac and windows) and environment experience of Google Workspace, Azure and Cloud services 
• Ability to work as part of team or alone as needed, as well as the ability to take independent initiative when needed
• Willingness to work on-call in the event of urgent requests
• Report writing skills desirable for maintaining documentation and knowledge base towards user support
• Good communication skills with non-security professionals
• Other skills/knowledge in: network security, network administration, programming, or cloud infrastructure would be an advantage
• A support and technical source of knowledge to continuously review, evaluate and improve support/systems/processes
• Passion about building a big business that transforms the healthcare industry
• Excited about the ambiguity of an entrepreneurial, rapidly growing company, and able to juggle many projects and responsibilities
• Great communication, prioritization, and project management skills. 
• The ability to advocate for a position while maintaining a collaborative and open-minded approach

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges are developed with the support of benchmarks (competitive San Francisco rates for US-based roles) and industry best practices. 

We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact and less by title. This means we default to simple job titles (e.g., Software Engineer) rather than complex ones (e.g., Senior Software Engineer). The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated salary range for this role is $90,000 - $150,000.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be used to help us identify areas of improvement in our recruitment process. We can only see aggregate responses and are unable to view individual responses. In fact, we aren’t even able to see if you’ve responded or not! Responding is your choice and it will not be used in any way in our hiring process.

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