IT Support Technician

Avalere Health is a technology‑enabled healthcare advisory firm serving clients worldwide. This position is located in Washington, D.C. and surrounding suburbs and is onsite.

The IT Support Technician will provide onsite and remote technical support to Avalere Health employees, managing end‑user expectations throughout incident diagnosis, troubleshooting, and resolution.

• Daily monitoring of assigned tickets and the incident management ticket queue
• Ownership of tickets through the life cycle with timely, informed responses
• Accurate time reporting against tickets
• Procurement, provisioning, and support of IT hardware (laptops, printers, mobile devices)
• Procurement, provisioning, and support of IT software and services
• Implement file and/or folder permission changes
• Provide end‑user web filtering and email security support
• Coordinate with hardware and software vendors for repairs and support
• Update and improve knowledge‑base documentation
• Maintain asset management processes for accurate recording of company resources
• Escalate major incidents and problems to the escalation team
• Support business acquisitions and system integrations from an IT perspective
• Assist with IT configuration and implementation project support
• Proactively suggest and deliver process improvements
• Document processes and maintain system administration and end‑user guides
• Ensure IT security and policy governance in line with ISO‑27001
• Assist in other areas of the IT department as required

• Associate’s degree or equivalent industry certification required
• At least 2 years of technical support experience
• Knowledge of core IT systems:
  Windows, macOS, iOS, Active Directory, Azure AD, Endpoint, Exchange, Office 365, and Microsoft Defender
• Strong multitasking and problem‑solving skills with clear written communication
• Ability to explain technical processes clearly to non‑technical users
• Familiarity with ITIL terminology

Salary: $55,000 – $63,000 per year.

You will receive a 401K plan with an employer match up to 4% (immediately vested), life insurance, disability coverage, and medical, dental, and vision plans. Flexible working arrangements are available, including hybrid, remote, and the option to work from anywhere in the world for up to two weeks a year. Benefits also include 20 vacation days, a personal well‑being day, 9 public holidays, and a generous time‑off policy with early end‑of‑summer Fridays.

Please read our candidate privacy notice before applying to Avalere Health.