Resolve end-user support requests via the IT service management platform (e.g. Freshservice) while minimizing disruption to patient care.
Provide onsite technical support for workstation deployments, printers, exam-room technology, and other clinic-based systems.
Provision and maintain user accounts, endpoints, peripherals, and system access for Kinwell teammates.
Support and maintain cloud systems, SaaS applications, and Microsoft 365 services across the organization.
Assist with identity, access, endpoint, and security management using tools such as Microsoft Entra ID, Okta, Imprivata, Intune, Automox, and Defender.
Support core platforms including Epic, Citrix, and other systems used in clinical and operational workflows.
Monitor system performance, troubleshoot incidents, and assist with network, connectivity, and backup solutions.
Maintain system documentation and contribute to process standardization and continuous improvement that enhance system reliability, security, and user experience improvement.
Assist with secure system configurations, routine deployments, updates, and work across supported platforms.
Partner with internal teams and vendors to troubleshoot issues, apply fixes, and support production changes.
Contribute to improved technology adoption through documentation, knowledge sharing, and user enablement.
Identify recurring issues and contribute to long-term solutions through documentation automation and process improvements.
Ensure timely communication and follow through on support requests to maintain a high level of customer service.

Requirements

Bachelor's degree in computer science or related field, or four years of relevant work experience.
Two years of experience with applicable systems engineering or related technical experience.
Hands-on experience in cloud-first environments, including Microsoft 365, modern identity platforms (e.g., Microsoft Entra ID, Okta), endpoint management tools (e.g., Intune), and cloud-managed networking platforms (e.g., Cisco Meraki).
Working knowledge of cloud-based infrastructure, identity management, endpoint security, and modern SaaS administration within a Microsoft-centric environment.
Ability to troubleshoot routine to moderately complex technical issues across systems, applications, and end-user devices while prioritizing patient care continuity and service levels.
Strong analytical, documentation, and problem-solving skills with the ability to identify root causes and implement sustainable solutions.
Effective communication and collaboration skills to partner with clinical teams, operational leaders, vendors, and IT colleagues in both remote and onsite settings.
Strong customer service orientation with the ability to prioritize work, manage multiple tasks, and follow through on assigned responsibilities.
Experience supporting healthcare IT environments, including electronic health record platforms such as Epic. (Preferred)
Relevant industry certifications (CompTIA, Microsoft, or similar) or actively pursuing certification. (Preferred)

Benefits

Paid Time Off & Paid Holidays
Medical/Vision/Dental Insurance
Personal Funding Accounts (HSA, FSA, DCA)
401K
Basic Life Insurance
Disability-Short Term and Long-Term
Supplemental Life and ADD&D
Tuition Reimbursement for qualifying programs
Employee Assistance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cloud systemsSaaS applicationsMicrosoft 365identity managementendpoint securitysystems engineeringtroubleshootingsystem documentationprocess standardizationnetwork connectivity

Soft Skills

analytical skillsproblem-solving skillseffective communicationcollaboration skillscustomer service orientationability to prioritize worktime managementknowledge sharinguser enablementdocumentation automation

Certifications

CompTIAMicrosoft