Technical Support Engineer II

Verisma is seeking a Technical Support Engineer II to provide enterprise-level assistance to their customers. The role involves diagnosing and troubleshooting software and hardware problems, installing applications, and ensuring consistent IT service delivery.

Responsibilities:

• Provide technical support to end-users, remotely, for desktop, laptop, and peripheral issues
• Install, configure, and troubleshoot software and hardware on desktop computers, laptops, and related devices
• Maintain and update operating systems and software, on all desktop systems
• Troubleshoot issues related to Citrix Receiver, Citrix Workspace, and other Citrix products
• Diagnose and resolve technical issues, including system crashes, slow performance, network connectivity, and other desktop-related problems
• Collaborate with other IT team members to ensure consistent IT service delivery
• Document technical issues, solutions, and procedures for internal knowledge base
• Assist in inventory management, ensuring all desktop-related hardware is accounted for and maintained
• Provide training and guidance to end-users on common desktop-related issues and software usage
• Support the preparation of documentation for HITRUST audits and certifications, ensuring compliance with required controls and security standards by gathering evidence and preparing documentation
• Help maintain accurate records of compliance-related activities and assist in tracking remediation plans for security gaps or issues
• Provide administrative support for the creation and maintenance of compliance reports and security metrics
• Learn and apply knowledge of regulatory requirements, industry standards, and security best practices
• Live by the standards set by the Verisma Core Values and ensure that business is transacted accurately and with the highest ethical standards

Requirements:

• High school diploma or equivalent required
• 4-6 years proven work experience as a Technical Support Engineer, Desktop Support Engineer, System Analyst, IT Help Desk Technician or similar role
• Proven experience as a Desktop Technician or similar IT support role
• Strong analytical, problem-solving, and communication skills
• Strong knowledge of desktop operating systems (Windows, macOS, Linux) and related software
• Experience troubleshooting hardware and software issues on desktops and laptops
• Familiarity with network configurations and troubleshooting (LAN, VPN, Wi-Fi)
• Excellent communication and customer service skills
• Ability to prioritize and manage multiple technical tasks in a fast-paced environment
• bachelor's degree in IT or related field
• Experience with Azure Active Directory, Microsoft 365, Exchange, and other enterprise tools
• Familiarity with healthcare cybersecurity and privacy regulations and standards, e.g., HIPAA, HITECH, and HITRUST