IT Support Engineer

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HonestHealth, Inc

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2009

HonestHealth oferece uma combinação única de conteúdo e expertise técnica para apoiar organizações desde a concepção até o desenvolvimento técnico de iniciativas de transparência em custos e qualidade de saúde. Nós assessoramos na coleta de dados, seleção de métricas, visualização, além de fornecer design, desenvolvimento front-end e back-end, gerenciamento de banco de dados e hospedagem.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• short-term incentives • comprehensive benefits package