IT Support Engineer

Role Overview

• 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.

Tech Stack

• Cloud
• Cyber Security
• ITSM
• MacOS

Benefits

• short-term incentives
• comprehensive benefits package