Associate IT Analyst Overview
The Associate IT Analyst provides frontline, hands-on technology support for Wayspring employees, helping ensure they have the tools and access they need to do their best work in supporting our mission. This role delivers Tier 1 help desk support, supports device setup and troubleshooting, and assists with employee onboarding and offboarding. Because of the hands-on nature of the work, this position is primarily based on-site at Wayspring’s Nashville headquarters.
This is a great entry-level opportunity for someone eager to learn and grow in IT. You’ll gain exposure to core systems like device management, identity access, and SaaS tools while following established support processes and developing strong technical fundamentals. At Wayspring, IT is a true partner to the business, and this role offers clear pathways to grow into systems administration, security, or IT engineering.
We are passionate about breaking barriers alongside those facing substance use disorder. Whether you’re in the field or in the corporate office – our mission is felt, and your impact is recognized. There is no inner circle, and we all have a seat at the table. Leaders are accessible and silos are avoided. We respect your craft and love to be challenged. We invest not only in our mission, but in each other. Internal promotions and cross departmental training are the norm – you grow, we grow.
Responsibilities of the Associate IT Analyst
- Provides Tier1 help desk support for end-user issues
- Provisions, configures, inventories and troubleshoots laptops, peripherals, mobile devices and other hardware
- Supports onboarding and offboarding workflows, including basic access provisioning
- Escalates issues appropriately with clear documentation and context
- Follows established runbooks and support procedures
- Accurately documents issues, resolutions, and common patterns
- Uses AI-assisted tools to help draft documentation, troubleshoot issues, and learn systems
- Develops foundational understanding of identity, device management, and core SaaS platforms
- Accepts accountability for timely resolution of assigned tickets and correct execution of procedures
- Owns learning core systems and support workflows
Requirements and Preferred Qualifications
- 0–2 years of experience in IT support, help desk, or a related technical role
- Familiarity with Windows and macOS environments
- Basic understanding of networking concepts, identity management, and SaaS platforms
- Strong communication skills, a service-oriented mindset, and a hunger to learn and grow
- Ability to work on-site at Wayspring’s Nashville office
- Interest in growing into systems administration, security operations, or IT engineering
The following expectations apply to every IT Analyst, with scope, impact, and accountability increasing at higher levels:
- Security comes first. IT Analysts work with sensitive systems, identities, and data and are expected to prioritize security, privacy, and access control in all work.
- Systems are treated as products. SaaS platforms, identity systems, and integrations have clear ownership, reliability expectations, and lifecycle management.
- Automation is the default. Repetitive manual tasks are treated as candidates for automation and elimination.
- Strong focus on nonfunctional requirements. Security, reliability, performance, scalability, observability, and cost are first-class considerations in system design and operation.
- Clear ownership and accountability. IT Analysts own the behavior of the systems they support, including incidents, remediation, and long-term health.
- AI tools are used to increase effectiveness. Approved AI-assisted tools may be used to accelerate investigation, documentation, scripting, and research, while analysts remain fully accountable.
- Knowledge compounds through documentation and automation. Operational knowledge is captured in runbooks, scripts, dashboards, and integrations rather than tribal knowledge.
Our goal is to foster a workplace where everyone feels a true sense of belonging, is supported, and empowered to thrive. We actively seek different backgrounds, perspectives, and experiences—because we believe that drives better performance and innovation. We’re committed to identifying and removing barriers for the communities we serve.
Creating a great employee experience takes more than just perks—but let’s be real, those matter too. Here’s how we’re building a company where you, your family, your pets, and your passions can thrive.
- Comprehensive Medical, Dental and Vision Insurance options – including options for your pets!
- Company funded HSA + Monthly Gym Allowance
- Paid parental leave – all parents included!
- Company paid short term disability, long term disability and life insurance
- 401k with company match
- Premium Employee Assistance Program, inclusive of counseling sessions
- Pardon and Expungement Scholarship Program
- Company Contributions to Future Minded Savings (HSA and Emergency savings fund)
- Generous PTO package (accrual policy based on years of service) and an additional 10 paid company holidays
- Company 2 week paid sabbatical program!
- Provider Benefits include ASAM training and membership + $2,500 CEU annual stipend and more!
