IT Support Engineer Level 1 Healthcare

Join an oncology practice where your technical expertise directly supports compassionate, life-changing patient care. As an IT Coordinator, you will play a vital role in keeping critical systems secure, reliable, and efficient so clinicians and staff can focus on delivering exceptional cancer care. In return, we offer meaningful work with real impact, close collaboration with healthcare professionals, opportunities to grow your skills in a highly specialized environment, and the chance to help advance innovation in a mission-driven organization.

JOB PURPOSE AND SUMMARY:

The IT Support Engineer I provides secure, reliable support for endpoints, identity, connectivity, Microsoft 365, and business and clinical applications. The role resolves incidents, protects PHI, documents work, and supports service improvement, automation, cloud operations, and security within approved controls.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide Level 1 and developing Level 2 technical and customer support through approved ticketing, phone, chat, remote, and onsite channels.
• Research, diagnose, resolve, document, and escalate hardware, software, account, application, and connectivity issues.
• Set up, secure, maintain, and retire Windows workstations, mobile devices, printers, peripherals, and conferencing equipment.
• Support Microsoft 365, Microsoft Entra ID, MFA, groups, licensing, and authorized account lifecycle tasks.
• Provide first-line support for assigned business and clinical applications while following privacy, downtime, and patient-safety procedures.
• Document and track incidents, requests, assets, troubleshooting history, customer communication, and resolution details.
• Create and maintain knowledge articles, user guides, SOPs, and runbooks.
• Perform approved entry-level Azure, monitoring, backup, security, remediation, reporting, scripting, automation, and data-quality tasks.
• Protect PHI, PII, credentials, and confidential information; recognize and escalate security or privacy events.
• Assist with projects, implementations, migrations, clinic openings, go-lives, planned maintenance, vendor coordination, disaster recovery, and business continuity activities.
• Identify recurring issues and opportunities to improve service, controls, standardization, and automation.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong troubleshooting skills across endpoints, identity, Microsoft 365, connectivity, applications, and user workflows.
• Working knowledge of Windows, Microsoft 365, Entra ID, Intune concepts, MFA, role-based access, networking, and secure remote support.
• Ability to use logs and diagnostic tools, document findings, and distinguish symptoms from probable root causes.
• Foundational knowledge of Azure, cloud operations, monitoring, backup, scripting, automation, APIs, JSON, and cybersecurity principles.
• Understanding of HIPAA-aligned PHI handling, least privilege, secure sharing, auditability, and healthcare downtime procedures.
• Clear communication, sound prioritization, accountability, teamwork, and willingness to learn.

REQUIRED EXPERIENCE, EDUCATION AND/OR TRAINING:

• High school diploma or equivalent required; associate degree in IT, cybersecurity, cloud computing, health informatics, or a related field preferred.
• Two or more years of IT service desk, desktop support, or technical support experience; relevant internships, military experience, labs, or applied projects may be considered.
• Experience with ticketing systems, Windows, Microsoft 365, user accounts, endpoints, peripherals, connectivity, and defined escalation and change procedures.
• Ability to support scheduled onsite, implementation, maintenance, go-live, or after-hours activities as needed.

Relevant certifications or applied experience in service management, Microsoft 365, networking, endpoint management, identity, cloud, security, automation, or healthcare IT are preferred.

PHYSICAL WORKING REQUIREMENTS:

The position involves prolonged periods of sitting at a desk, extensive computer use, and phone or virtual interaction. The role may require travel between supported locations and occasional lifting, moving, or installation of office technology equipment weighing up to 20 pounds. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the position.