Harbor IT

General

• Serve as incident commander for client security incidents
• Establish scope, set response priorities, assign actions to named owners, track decisions, and keep incidents moving
• Run triage and initial investigation across Microsoft 365, Entra ID, Active Directory, EDR-managed endpoints, servers, firewalls, and the Sagan detection pipeline
• Delegate information gathering while focusing on incident-command decisions
• Own containment decisions involving isolation, credential resets, evidence preservation, and client approval authority
• Decide whether incidents remain within Harbor’s scope or require escalation to outside DFIR firms, breach counsel, or insurance panels
• Own in-scope incidents from detection through post-incident reporting
• Brief receiving DFIR firms and hand off with a written timeline and evidence inventory
• Carry on-call responsibility and remain available outside business hours for incident escalation
• Translate technical findings into actionable decisions for owners, executives, and general counsel
• Coordinate with breach counsel, cyber insurance carriers and panel firms, third-party DFIR teams, client IT, and law enforcement where applicable
• Keep Client Success and leadership current on active incidents
• Produce post-incident reports covering confirmed and assumed facts, containment, open items, and recommended client changes
• Write and maintain incident response playbooks, severity model, and escalation matrix
• Define Harbor’s incident-response responsibility boundaries in writing
• Build working relationships with outside DFIR firms and breach counsel practices
• Maintain escalation-readiness records for every managed client
• Run tabletop exercises with Harbor teams and clients when applicable and feasible
• Mentor SOC analysts and security engineers on investigative method and incident discipline
• Feed incident lessons back to detection engineering to improve future detection

Incident Response Lead

Support Engineer

• Set up and configure machines using Entra Domain Join
• Deploy and manage Intune policies for device compliance, application deployment, and security enforcement
• Perform user profile migrations during onboarding, offboarding, and company transitions
• Ensure seamless data transfer and system continuity during user migrations
• Ship and set up laptops and machine peripherals
• Provide Tier 2–3 remote support for hardware, software, and network issues across Windows, Linux, and macOS
• Troubleshoot device enrollment, policy application, and user access issues
• Collaborate with users to resolve migration-related challenges
• Evaluate existing procedures and suggest efficiency improvements
• Monitor and maintain endpoint health using RMM tools such as Datto, N-Able, or ConnectWise
• Apply patches, updates, and security configurations
• Document system configurations, migration procedures, and troubleshooting workflows
• Implement and manage security protocols using Microsoft Security Center and other endpoint protection tools
• Conduct regular audits for internal and external security compliance
• Support identity and access controls across Microsoft 365 and Azure environments
• Gather supporting materials for analysis of data, profiles, and systems targeted for migration
• Use existing tools and develop new tools to streamline migration of RMM, documentation management, and BCDR tools

Internal IT Support Engineer II

IT Support

• Serve as a Tier 2 escalation point for Help Desk I technicians
• Resolve advanced hardware, software, and network issues
• Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations
• Troubleshoot Windows 10/11 OS issues, user profile corruption, printer and network connectivity, and MFA-related problems
• Manage endpoint security and patching through SentinelOne, ThreatLocker, and N-able
• Document technical processes and knowledge base articles for internal use
• Collaborate with infrastructure and project teams on deployments and server upgrades
• Perform proactive system monitoring and maintenance to ensure uptime and performance
• Communicate technical solutions clearly to clients and team members
• Manage tickets end-to-end and mentor junior technicians

Help Desk II

• Generate and process monthly recurring invoices for managed service agreements in ConnectWise
• Ensure billing aligns with contract terms, pricing schedules, and service bundles
• Maintain accurate agreement billing setups, including additions, removals, and renewals
• Review service tickets for completeness, accuracy, and billable status
• Invoice time, materials, and project-related services based on approved ticket activity
• Partner with service delivery teams to resolve billing discrepancies or missing documentation
• Sync invoicing activity between ConnectWise and NetSuite to ensure proper financial posting
• Maintain clean billing data and ensure invoices are coded correctly to customers and services
• Support invoice delivery workflows and respond to customer billing inquiries
• Create Sales Orders and structural Billing Agreements during the transition from Sales to Operations
• Execute monthly billing for all active projects, including Fixed Fee milestone and Time & Materials projects
• Generate and process all sales orders and project invoices daily
• Work with CSMs and approvers to identify and process credit requests
• Identify and fix underlying causes of credits in customer agreements
• Maintain the credit memo database and produce monthly reports
• Assist in improving invoicing accuracy, cycle times, and standard billing procedures
• Support month-end close activities related to invoicing and deferred revenue
• Ensure compliance with internal controls and documentation standards

Invoicing Specialist

Medical Director

• Lead and manage day-to-day operations of the Service Delivery team to meet or exceed client SLAs and internal performance targets
• Develop and enforce service delivery strategies, processes, and best practices to ensure client satisfaction and contract compliance
• Serve as a senior escalation point for client issues and service disruptions, ensuring swift resolution and communication
• Partner with Sales, Client Experience, Professional Services, and Shared Services teams to align on client needs and business objectives
• Oversee resource management, workforce planning, and team development
• Implement continuous improvement initiatives focused on efficiency, client experience, and profitability
• Manage service delivery financials, including forecasting, budgeting, and reporting
• Review operational reports and service performance metrics, and lead service review meetings with strategic clients
• Ensure services comply with ITIL best practices, HIPAA/HITECH requirements, and healthcare security and compliance standards
• Own service continuity and uptime for clinical and business-critical healthcare systems, including EMR/EHR-adjacent infrastructure
• Maintain a culture of excellence, accountability, and innovation within the healthcare service delivery organization
• Monitor service performance dashboards and operational metrics, and review ticket queues, incident trends, and major problem records
• Attend and lead daily stand-ups with Pod Managers and support teams
• Participate in client meetings, SBRs (Strategic Business Reviews), and ad-hoc service reviews
• Coach and mentor Pod Managers and technical leaders, and review service improvement plans to ensure corrective actions progress

Incident Response Lead

Internal IT Support Engineer II

Help Desk II

Invoicing Specialist

Service Delivery Director – Healthcare