{"id":1152736,"url":"https://alion.io/job/prompthealth-it-helpdesk-technician-b2b-saas","title":"IT Helpdesk Technician (B2B SaaS)","company":{"id":14771,"name":"Prompthealth","domain":"prompthealth.com","url":"https://alion.io/company/prompthealth","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":88,"open_postings":16,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":25,"max":32,"currency":"USD","period":"hour","gross":null,"usd_annual":64000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-23T17:18:57Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T12:52:09Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Title: IT Helpdesk Technician (B2B SaaS)\nAbout the Role\nWe’re looking for a Helpdesk Technician to join our growing IT team and help provide a great technology experience for our employees.\nThis is a hands-on support role for someone who enjoys troubleshooting, helping people, and taking ownership of problems through resolution. You’ll work across employee support, laptops and devices, SaaS applications, onboarding and offboarding, and general IT operations.\nWe’re a relatively small IT team, so this isn’t a role where you’ll spend all day resetting passwords or following scripts. You’ll have the opportunity to work across a variety of technologies, learn how our environment operates, and gradually take ownership of more areas as you grow.\nWhat You’ll Do\nProvide friendly and responsive technical support to employees through tickets, chat, and other support channels\n\nTroubleshoot and resolve hardware, software, account, access, and SaaS-related issues\n\nSupport both macOS and Windows devices\n\nHelp provision, configure, troubleshoot, recover, and refresh employee laptops and other IT equipment\n\nSupport employee onboarding and offboarding, including device and account-related tasks\n\nAssist with commonly used business applications such as Google Workspace, Microsoft 365, Slack, Zoom, and other SaaS platforms\n\nHelp maintain accurate IT asset and device records\n\nTake ownership of support requests from initial troubleshooting through resolution or escalation\n\nDocument solutions and contribute to our internal knowledge base\n\nIdentify recurring issues and opportunities to improve our support processes\n\nWork closely with Systems Administrators when issues require deeper infrastructure, networking, identity, or systems expertise\n\nFollow established IT and security procedures while handling employee accounts, devices, and company information\n\nWhat We’re Looking For\nPrevious experience in a helpdesk, desktop support, IT support, or similar technical support role\n\nHands-on troubleshooting experience with macOS and Windows\n\nExperience supporting common workplace SaaS applications\n\nStrong troubleshooting skills and a willingness to dig into problems rather than immediately escalate them\n\nClear written and verbal communication skills, especially when working with non-technical employees\n\nStrong organization and follow-through\n\nComfort documenting technical solutions and processes\n\nAbility to work independently while knowing when to ask for help or escalate an issue\n\nA patient, approachable, and service-oriented attitude\n\nNice to Have\nYou don’t need to check every box, but experience in any of the following would be helpful:\nApple/macOS administration or support\n\nMobile Device Management (MDM) platforms such as Microsoft Intune, Kandji, or similar tools\n\nApple Business Manager\n\nIT asset management and hardware lifecycle processes\n\nGoogle Workspace or Microsoft 365 administration\n\nIdentity and access concepts such as MFA, account provisioning, SSO, and password managers\n\nSupporting employees in a remote environment\n\nWorking in healthcare, regulated industries, or other environments where security and privacy are especially important\n\nExperience working on a small IT team where technicians have broad responsibilities\n\nWhat Success Looks Like\nDuring your first few months, we’ll focus on helping you learn our environment, tools, processes, and employees.\nWithin your first 30 days, you should be getting comfortable with our support processes and handling common helpdesk requests with guidance from the team.\nWithin 60 days, you should be independently handling a meaningful portion of employee support requests, assisting with device provisioning and hardware workflows, and contributing to our documentation.\nBy 90 days, our goal is for you to be a trusted and largely independent member of the helpdesk team who can confidently own routine support issues from start to finish and provide reliable coverage across our core helpdesk operations.\nTools You’ll Work With\nOur environment includes tools and platforms such as:\nHelp Scout\n\nGoogle Workspace\n\nMicrosoft 365\n\nKandji and Microsoft Intune\n\nApple Business Manager\n\nSlack\n\nZoom\n\nEndpoint security and remote support tools\n\nInternal documentation and knowledge management platforms\n\nExperience with every tool isn’t required. We care more about strong troubleshooting fundamentals and your ability to learn new systems.\nWho Will Do Well in This Role\nYou’ll probably enjoy this role if you like solving problems, helping people, and being the person others can rely on when technology isn’t working.\nYou should be comfortable moving between different types of work throughout the day. One ticket might involve troubleshooting a Mac, another might involve helping someone regain access to an application, and the next could involve preparing equipment for a new employee.\nWe’re looking for someone who doesn’t just want to close tickets. We want someone who takes ownership, communicates well, documents what they learn, and looks for ways to make the support experience better the next time around.\nThis role is primarily focused on end-user IT support and helpdesk operations. While you’ll work alongside team members responsible for systems, infrastructure, security, and automation, we’re looking for someone who wants to build a strong foundation in IT support rather than immediately move away from the helpdesk.\nPerks - What you can expect:\nCompetitive salaries\n\nRemote/hybrid environment\n\nPotential equity compensation for outstanding performance\n\nFlexible PTO\n\nCompany-wide sponsored lunches\n\nCompany paid disability and life insurance benefits\n\nCompany paid family and medical leave\n\nMedical, dental, and vision insurance benefits\n\nDiscounted pet insurance\n\nFSA/DCA and commuter benefits\n\n401k\n\nComplimentary subscription to digital fitness classes and wellness content\n\nRecovery suite at HQ - includes a cold plunge, sauna, and shower\n\nHere at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. Please don't hesitate to inquire with our team.\nPrompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees\n\nPrompt Therapy Solutions, Inc is an E-Verify Employer.","description_format":"text","description_chars":6904,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Life insurance","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","Hospitals & Clinics","Digital Health"],"lifecycle":[{"event":"open","at":"2026-09-23T18:43:48Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":56,"reasons":["conf:0","stale_co","velocity","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":64000,"is_top_pay":false},"html_url":"https://alion.io/job/prompthealth-it-helpdesk-technician-b2b-saas","json_url":"https://alion.io/job/prompthealth-it-helpdesk-technician-b2b-saas.json","meta":{"generated_at":"2026-09-24T14:55:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}