Service Desk Engineer
We're seeking a Service Desk Engineer to provide intermediate technical support to healthcare clients and employees across offices, remote locations, and customer sites. Serving as an escalation point for Level 1 issues, this role diagnoses and resolves complex incidents, implements solutions, and ensures stable IT services.
Key Responsibilities:
• Provide 2nd Level support via desk-side, remote, and office services.
• Troubleshoot and resolve incidents within SLAs; perform root cause analysis.
• Identify recurring issues, develop solutions, and document knowledge base articles.
• Support servers, networks, desktops, printers, telephony, and EHR systems.
• Install, configure, and maintain hardware, software, and applications.
• Administer Active Directory, Office 365, VPN, DNS, Group Policies, RDS/Citrix, VMware/Hyper-V.
• Collaborate with Account Managers/Customer Success Managers on escalations.
• Contribute to process improvement, incident management, and first-line resolution rates.
Qualifications:
• 3+ years of IT support experience in the healthcare industry.
• High school diploma required; Bachelor’s degree in IT/CS preferred.
• Experience supporting EHR systems and working with HIPAA regulations.
• Proficiency in Windows/Linux/Unix, Microsoft 365 (Entra, SharePoint, Intune), Exchange Online, Active Directory, and Office Suite.
• Experience with VPN, LAN/WAN, DNS, spam/phishing analysis, Group Policies, and virtualization platforms (VMware/Hyper-V).
• Strong troubleshooting, problem-solving, and customer service skills.
• Excellent communication skills with ability to explain technical concepts to non-technical users.
Staffing and Recruiting
Information Technology
Full-time