IT Analyst

About the role

The role delivers end user support and strengthens internal systems for Komodo Health. It serves the IT team and broader organization by maintaining infrastructure and enabling user success.

Analysts turn data into clear answers. They pull numbers, clean data, build dashboards, and explain what changed and why. The work supports decisions across sales, product, marketing, and operations. Strong analysts pair technical skill with business curiosity. Analysts are the bridge between data and decisions. Most analysts own recurring reports and are expected to improve them over time.

Key facts

What you'll do

This support ensures critical technical issues are resolved efficiently across the business.

This process safeguards access and system integrity as team members join and leave the organization.

Documentation supports reliable operations and enables effective collaboration.

Resolution reduces downtime and supports stable workflows for all users.

Troubleshooting minimizes business disruption and restores productivity quickly.

Training empowers teams to use tools confidently and independently.

Actions reduce recurring issues and strengthen system reliability over time.

Requirements

Demonstrate proven experience in a technical support environment with deep expertise in Mac OS and Windows, including advanced troubleshooting and escalation handling. Experience ensures issues are diagnosed and resolved effectively.

Show strong hands-on experience with first and second level support across Okta, Google Workspace, Atlassian, Slack, MDM platforms (Jamf and Intune), Meraki, and Zoom. Familiarity supports efficient user support and platform management.

Have experience owning and administering IT Asset Management systems such as SnipeIT, AssetSonar, ServiceNow, or Microsoft SCCM. Administration supports accurate tracking and management of IT assets.

Demonstrate the ability to independently perform root cause analysis and drive resolution of complex system access, hardware, and infrastructure issues. Analysis leads to durable fixes and prevents repeat incidents.

Show a track record of leading projects end-to-end, from scoping requirements through execution and documentation, with minimal oversight. Project leadership ensures timely delivery and clear alignment with objectives.

Show strong cross-functional collaboration skills with the ability to translate technical concepts for non-technical stakeholders. Collaboration enables clear communication and shared understanding across teams.

Exhibit excellent written and verbal communication skills with a bias toward documentation and knowledge sharing. Documentation creates a reliable record and supports ongoing learning.

Demonstrate strong familiarity with IT operations, cloud applications, and security best practices. Familiarity supports secure and efficient use of technology across the organization.

Expectations of AI Use in this role (required)

Apply AI strategically, knowing how to use the right tools at the right time to solve problems or generate new ideas. AI use improves accuracy and ideation.

Use AI to accelerate feedback loops, test ideas, and make informed decisions faster. Acceleration shortens cycles and supports timely responses.

Apply both judgment and creativity when working with AI and understand its limitations. Judgment ensures responsible and effective AI use.

Demonstrate curiosity and initiative in exploring new AI tools and workflows relevant to the role. Curiosity drives practical adoption and continuous improvement.

Have developed or shared AI-enhanced workflows, automations, or prompts with others. Sharing spreads best practices and amplifies team capability.

Bring a reflexive AI mindset and use AI as a natural part of the process to iterate, research, and deliver better work. Iteration improves outcomes and refines solutions.

Be comfortable working in AI-enhanced environments across writing, data analysis, content creation, or design. Comfort enables versatile and modern work practices.

Regularly leverage AI tools such as Notion AI, Perplexity, Claude, Descript, Runway, Midjourney, or Microsoft Copilot to improve speed, clarity, or creative output. Use of tools supports efficient and high-quality results.

Practical notes

The position is based in Costa Rica under hybrid arrangements with clear expectations. A degree is required as a condition of employment.