Senior IT/Helpdesk Analyst

At Carrum Health, we have built a unique marketplace for specialty care with unparalleled patient experience

Since 2014, we have been rewiring a fundamentally broken healthcare system. By connecting large employers directly with the nation's top-tier providers, our platform replaces a flawed fee-for-service model with one that actually works. If you are passionate about solving complex economic problems, driving systemic change in our healthcare system, and thriving in a people-first culture, we want you on our team. As a high-growth health tech company, we are seeking high-performing, exceptional talent to scale our platform and ensure that anyone in the country facing a specialty procedure has access to the life-changing Carrum benefit.

Our marketplace creates massive value for all stakeholders:

• For Employers (Demand): Predictable, transparent pricing that slashes specialty care costs by up to 45% and eliminates waste

• For Providers (Supply): Ability to gain market share while reducing administrative burden, empowering top-tier doctors to focus completely on delivering optimal care.

• For Members (Users): A life-changing benefit with dedicated concierges, VIP access to the nation's best specialists, and little-to-no out-of-pocket costs.

The salary range for this role is $100,000–$120,000 depending on geography and level of experience, plus equity and an annual bonus.

We are looking for a Senior IT/Helpdesk Analyst to help us deliver fast, reliable technical support to every Carrum employee as we scale past 400 people. The Senior IT/Helpdesk Analyst will play a critical role in our success.

Reporting to the VP of Cybersecurity & Enterprise IT, you will own day-to-day IT support and device lifecycle management and be crucial in reducing our reliance on a single person for all Helpdesk needs; helping us ensure that our growing, fully remote workforce never loses a beat due to a technical issue. You’ll be responsible for resolving Helpdesk tickets, provisioning and deprovisioning accounts and devices, and supporting our 2027 rollout of Single Sign-On and a new ticketing platform. You will be working independently against documented scope and process standards, especially on anything touching security or access. You’ve hustled, you’ve created, you’ve implemented, and you love the intensity of a startup in high-growth mode.

You’re excited about this opportunity because you will...

• Own front-line IT/Helpdesk support for our 400+ person, fully remote team including everything from laptop setup to access troubleshooting to day-to-day technical questions.

• Help build the foundation for a more automated, self-service IT experience as we roll out Single Sign-On, a new ticketing platform, and improved device lifecycle management in 2027

• Regularly collaborate with our Security team, People Operations, and every department across Carrum to support their day-to-day technology needs

• Get hands-on exposure to identity and access management, endpoint security, and compliance-driven IT practices in a HIPAA-regulated environment

• Grow your career at the intersection of IT support and cybersecurity, with a clear path to take on more security-focused responsibilities as our program matures

We’re excited about you because…

• You bring a rich background of IT support, technical troubleshooting, and a genuine passion for helping people. We hope to see from you:

• Strong skills working with Google Workspace, macOS and Windows environments, and modern ticketing/ITSM platforms

• 5+ years of IT Helpdesk or technical support experience, including meaningful experience owning tickets independently against documented processes. Startup or healthcare technology company preferred

• Experience in device lifecycle management (procurement, provisioning, deprovisioning) and basic identity/access administration (e.g., Okta, Google Workspace admin, or similar)

• Track record supporting a fully remote workforce, with excellent written communication and a calm, patient approach to troubleshooting over tickets, Slack, email, and video calls

• Proven ability to work independently against documented standards and change-management processes without requiring heavy oversight

• Ability to pick up new tools quickly and document processes clearly for a small, fast-moving team

• Entrepreneurial and resourceful (you’re a problem solver).

• Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment.

• Passion for collaborating cross-functionally with sales, operations, client success, data, and product teams to ideate, complete projects, and drive impactful results.

Why you’ll love working with us...

• We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Teladoc, Hinge Health, Accolade, Angi, and Optum.

• We champion a collaborative environment where team members can be autonomous, receive support and healthy feedback, and bring their authentic selves to work.

• We carve out time to celebrate our successes and have fun. We’re a remote-first company with employees all over the United States. We offer holistic employee support with flexible working hours, generous time off, paid parental leave, opportunities to connect virtually and in-person, and more.

• We embrace our team’s diversity of thought, experience, and interests and know that doing so makes us stronger as a company. Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee alongside several employee resource groups (ERGs) that support parents, women, and various underrepresented groups.

• You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways.

• Carrum is remote-first, but we believe the best work often happens in person. This role may include occasional travel for team offsites, client events, or company gatherings.

Other benefits:

• Stock option plan and performance bonus for eligible employees

• Flexible schedules and remote work

• Chicago and San Francisco offices available as an option

• Flexible PTO, within reason

• Summer Fridays (sign off @ 1pm local time)

• 15+ paid holidays, including Juneteenth, World Mental Health Day, and Carrum Health Day

• Annual holiday shutdown in December

• Paid parental leave

• Health, vision, and dental insurance

• Employee Assistance Programs (EAP)

• 401K retirement plan

About Carrum

Carrum Health’s mission is to change how we pay for and deliver specialty care. We offer self-insured employers and plan sponsors a value-based specialty care platform that connects their members with a rigorously vetted network of specialty care providers. Carrum’s transparent, all-inclusive bundled pricing, award-winning technology, and dedicated care navigation team help lower costs for both members and employers while delivering a superior member experience. Carrum is independently validated to reduce unnecessary procedures by as much as 30%, lower readmissions by 80%, and save employers up to 45% per episode of surgical care. Learn more at carrumhealth.com.

Since launching in 2014, we’ve partnered with top-quality providers across the nation including Cleveland Clinic, Johns Hopkins, Mayo Clinic, Stanford Health Care, and a growing network of 1,400+ COEs. We serve hundreds of self-insured employers including Fortune 50 companies, such as United Airlines, US Foods, and Prudential, and public sector clients such as the States of Maine, Nevada, Tennessee, and Self-Insured Schools of California.

The impact of our platform has been validated by a landmark RAND Corporation study, honored with prestigious awards from institutions like Harvard Business School & Harvard Medical School, and featured as a Harvard Business School case study.

As a recognized digital health leader, Carrum is frequently covered by national media, including Bloomberg, Fast Company, Fierce Healthcare, Fortune, Los Angeles Times, Reuters, TechCrunch, and U.S News & World Report. Backed by $96M from top-tier investors including OMERS, Tiger Global Management, Revelation Partners and Wildcat Ventures, we’re only scratching the surface of our opportunity. Come join us.

Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience.

A Note on Recruitment Safety: To protect yourself against recruitment fraud, please note that Carrum Health will only communicate via an @carrumhealth.com email address. We do not conduct interviews via text or messaging apps, nor do we ever request financial information or fees during the hiring process. All authentic job openings are posted at carrumhealth.com/careers. If you are unsure about the legitimacy of a communication, please verify it via talent@carrumhealth.com.