IT Support Analyst

At Mia Aesthetics, we are not just leading the way in plastic surgery—we're redefining it.

Our goal is simple: to ensure everyone has access to the highest quality plastic surgery without the premium price tag. With an elite team of plastic surgeons across the U.S. and a family of over 80,000 satisfied patients, we're on a mission to make beauty accessible to all. 

Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.
 

Our IT team supports over 750 users across three distinct segments: remote BPO call center agents, clinical staff, and corporate employees. Our technology stack centers on Salesforce, it is our call center platform, our clinical charting system, and our primary business application — supported by Microsoft Entra ID, Intune, and a suite of other applications.

The IT Support Analyst owns two things equally: resolving the issue in front of them today, and making sure that issue is less likely to come back tomorrow. This role is the engine of our help desk improvement program, responsible for systems access and application support on one hand, and help desk operations, documentation, and automation on the other.

You will proactively mine our Desk365 ticket history, interview agents and end users to capture undocumented knowledge, build out our SOP library, and design and implement automated workflows and AI-assisted agents within Desk365 to deflect repeat issues before they reach the queue. Your success will be measured in part by ticket volume reduction on repeat issue categories.

• Own and administer our Desk365 help desk platform — including ticket categories, routing rules, SLA configurations, automation workflows, and reporting

• Proactively audit the Desk365 ticket history to identify repeat issue patterns, undocumented workflows, and knowledge gaps — don't wait for problems to be assigned to you

• Conduct structured knowledge-capture conversations with end users, clinical staff, and IT teammates to extract tacit knowledge and translate it into written SOPs and knowledge base articles

• Build and maintain the IT knowledge base in Desk365: step-by-step SOPs, access request guides, onboarding checklists, and troubleshooting runbooks — written for the audience

• Design and implement Desk365 automation workflows to handle routine, repeatable requests — password resets, access request routing, onboarding task triggers, and SLA escalations — without human intervention where applicable

• Build and configure AI-assisted automated agents within Desk365 to deflect common end-user questions and guide users to self-service resolution before a ticket is created

• Define and track KPIs for help desk performance — with a specific focus on repeat ticket volume reduction as a primary success metric

• Regularly report on help desk trends, automation impact, and knowledge base usage to IT leadership

• Provide guidance and informal coaching to the Level 1 help desk on triage, routing, and using the knowledge base effectively

Salesforce Support

• Serve as Salesforce support contact for end users across all three segments — call center agents, clinical staff, and corporate employees

• Troubleshoot and resolve access issues: login failures, SSO errors, profile and permission set misconfigurations, sharing rule exceptions, and queue membership problems

• Investigate record-level visibility issues — diagnosing why a user can't see a record, field, or button — and resolve or escalate with a clear, documented diagnosis

• Investigate omni-channel routing questions, case navigation, and call/activity logging issues

Application Support

• Troubleshoot access failures across the application stack — SSO issues, Conditional Access policy blocks, MFA enrollment errors, and application permission problems and serve as the structured escalation layer to the engineering team

• Troubleshoot M365 permissions and sharing issues across Teams, SharePoint, OneDrive, and Outlook

• Maintain working knowledge of the full application landscape so users are quickly routed to the right resolution path

WHAT WE'RE LOOKING FOR

• 3+ years in an IT support, systems analyst, or access management role

• Demonstrated experience writing IT documentation, SOPs, knowledge base articles, runbooks, or process guides — on your own initiative, not just when asked

• Hands-on experience building help desk automation: ticket routing rules, workflow triggers, auto-responses, or AI-assisted deflection

• Meaningful hands-on Salesforce support experience, an understanding of how profiles, permission sets, roles, sharing rules, and queues work and how to troubleshoot them effectively

• Proficient with Microsoft Entra ID: user and group management, license assignment, MFA administration, and Conditional Access troubleshooting

• Strong analytical instinct, you look at a pile of tickets and see patterns, not just a queue

• Strong written communication skills, you write for your audience, whether that's a non-technical person or IT system documentation

• Experience with an ITSM platform (Desk365, ServiceNow, Jira Service Management, Freshservice, or equivalent) at an administrative level

Strongly Preferred

• Direct experience with Desk365, configuration, automation, and AI agent setup

• Experience supporting a call center or BPO environment, familiarity with Service Cloud, omni-channel, or CCaaS tooling

• Exposure to HIPAA or other regulated environments and the data sensitivity requirements that come with them

• Experience building help desk processes from scratch rather than inheriting mature ones

• Salesforce Administrator certification or demonstrated equivalent experience

WORK ENVIRONMENT

Work   Setting- Remote-friendly;  occasional on-site presence may be needed for team meetings or special   projects

On-Call- Rotating   on-call coverage required, extended hours and/or weekend shifts on a   scheduled basis