Service Desk Engineer

Role Overview

• 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)

Tech Stack

• Citrix
• Cloud
• ITSM

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