Senior IT Support Engineer bei MacroHealth

Position Summary:

We are seeking an experienced, highly organized, responsive, and collaborative IT Senior Support Engineer within the Eastern time zone to join our IT team. This role will report directly to the IT Manager and serve to fill the support gap between the IT Manager and the IT Support Engineer. Working remotely, you will take ownership of escalated/advance support requests, patch management, periodic IT audits, Intune device management, Azure computer resources, assigned projects, and related communication and documentation.

You will also play a supporting role in employee onboarding and offboarding and assisting with hardware refreshes to help ensure a seamless experience for all employees. This role is ideal for someone with a strong technical foundation, courteous and effective communication skills (both with technical and non-technical users), detail orientated, who manages multiple competing priorities in a fast-paced environment, and who is looking to expand their experience and skillset.

Key Relationships: IT, G&A, Engineering, Activations, Customer Experience, Product

Key Accountabilities: 

Help Desk Support & Administration:

• Own the day-to-day management of assigned tickets within Jira Service Management and prioritize based on urgency to ensure a timely resolution.
• Provide third-level support to end users by diagnosing and resolving hardware, software, and network issues in a timely and professional manner.
• Provide first and second-level support to help the IT Support Engineer when needed.
• Utilize knowledge base articles, workflows, and AI to assist in the processing of support tickets.
• Promote and uphold best practices for ticketing processing, including accurate categorization, documentation, and status updates.
• Maintain accurate records of assets, configurations, and support activities, procedures, and knowledge base articles; assist in lifecycle management of IT equipment.
• Collaborate with peers and escalate complex or unresolved issues to the IT Manager.

Employee Support:

• Provide remote and in-person technical support across multiple platforms (Windows, MacOS, SaaS tools, VPNs, etc.).
• Support full employee lifecycle for IT onboarding and offboarding by preparing hardware, provisioning/decommissioning accounts and access, and following established IT checklists to ensure smooth transitions.
• Provide remote troubleshooting support for user devices (e.g., laptops, monitors, printers, mobile devices) and core business applications and tools, including productivity suites (e.g., Microsoft 365), VPNs, and communication platforms.
• Ensure high levels of customer satisfaction by delivering clear, courteous, and empathetic communication throughout all support interactions.
• Remain accessible and responsive during core business hours, adapting quickly to shifting priorities and urgent support needs.

General IT & Compliance Support:

• Maintain internal documentation of recurring issues, resolutions, and standard procedures to improve team efficiency and self-service options.
• Contribute to maintaining and improving the Jira Service Management experience.
• Participate in assigned IT-related projects and initiatives.
• Support IT compliance efforts by following established procedures aligned with HIPAA, SOC2, and other relevant security frameworks.
• Follow established IT policies and procedures and assist in identifying areas for improvement or clarification.
• Contribute to the maintenance of two small remote office networks.
• Other responsibilities as assigned.

Required Education and Experience: 

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience and certifications).
• 7+ years of demonstrated experience in a Help Desk, IT Support, or End User Services role.
• 7+ years of hands-on experience troubleshooting and configuring Microsoft 365 applications.
• 2+ years of hands-on experience with Microsoft Azure products: -Entra ID, Microsoft Entra Conditional Access, Virtual machines, etc.
• Proven ability to handle level 1 through 3 level technical issues independently and efficiently.
• Experience supporting end users in Mac and Windows environments.
• Exceptional verbal and written communication skills with both technical and non-technical audiences.
• Demonstrated ability to manage time, prioritize tasks, and work effectively under pressure.
• Comfortable handling onboarding/offboarding workflows and associated IT checklists.
• Highly collaborative, with a problem-solving mindset and customer service orientation.

Preferred Skills:

• IT certifications (Microsoft 365, Azure, or relevant security certifications) are a plus.
• Familiarity with GenAI tools (ChatGPT, MS Copilot, etc.) is an asset.
• Exposure to IT security frameworks (HIPAA, SOC2, NIST, ISO27001, HITRUST) and best practices, preferred.
• Network hardware experience (firewalls, switches, routers, wireless access points, etc.).
• Previous project work experience.

Core Competencies:

One Team:

Act as one team with fellow MacroMates and customers

Value humility, low ego, and collaboration

Maintain an All for One, One for All attitude

Deliver on Promises:

Do the right thing

Do what you say you will do

Work with a sense of urgency and transparency

Macro Thinking: 

Challenge yourself and others to think boldly, bigger, and into the future

Lead with a Growth Mindset

Act as a thought leader for the healthcare industry

MacroHealth is an equal opportunity employer.