IT Support Engineer
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Job Description
IT Support Engineer providing advanced technical support and operational excellence in healthcare environments. Collaborating across teams to ensure timely resolution of IT incidents and improve service delivery.
Responsibilities:
- Manage ticket intake and triage by reviewing, prioritizing, and properly categorizing incidents and service requests within the IT Service Management (ITSM) system to ensure timely and accurate handling.
- Resolve assigned Service Desk tickets by performing advanced troubleshooting, documenting resolution steps, and ensuring issues are addressed within defined service level expectations.
- Escalate unresolved issues appropriately by engaging specialized teams, ensuring proper tracking and follow-through to resolution.
- Collaborate with cross-functional teams by working closely with infrastructure, applications, security, and vendor partners to diagnose and resolve multi-system and high-impact issues.
- Troubleshoot hardware and software issues by diagnosing endpoint, application, and system-related problems and implementing effective solutions to restore normal operations.
- Manage system and application access by provisioning, modifying, and deprovisioning user access within internal systems and partner EHR platforms in accordance with security and compliance requirements.
- Develop and maintain documentation by creating clear and detailed system configurations, knowledge base articles, and Standard Operating Procedures (SOPs) to support operational consistency and knowledge sharing.
- Communicate effectively with stakeholders by providing timely updates, setting expectations, and ensuring end-users and internal teams are informed throughout the issue resolution process.
- Contribute to continuous improvement efforts by identifying recurring issues, participating in root cause analysis, and recommending process or technology enhancements to improve support efficiency.
Requirements:
- 2+ years of experience in IT support, service desk, or systems support roles
- Bachelor's degree in Computer Science, Information Technology, or a related field highly preferred, with a 3+ years of additional experience considered in lieu of a degree
- A+ certification is considered a plus
- Demonstrated knowledge of:
- Networking fundamentals
- Operating systems (Windows/macOS preferred)
- Hardware components and endpoint management
- Strong analytical and troubleshooting skills with the ability to resolve complex issues.
- Experience with IT Service Management (ITSM) tools and ticketing systems.
- Familiarity with cloud-based solutions, particularly Microsoft environments (Microsoft 365, Entra ID, Intune).
- Understanding of cybersecurity principles and best practices.
- Excellent verbal and written communication skills.
- Ability to work effectively in a collaborative team environment.
- Experience with system administration and user access management.
- Demonstrated ability to learn and adapt to new technologies and tools.
Benefits:
- short-term incentives
- comprehensive benefits package
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