InnovaCare Health

Support Engineer

• Provide end-user support and troubleshoot hardware and software incidents
• Address escalated incidents from the IT Service Desk and Tier I technicians
• Visit regional office locations as needed to resolve on-site support issues
• Use remote tools and utilities while meeting service-level standards for timely response and quality
• Document incidents in service desk systems
• Communicate with end users and manage expectations
• Identify automation and self-service improvements
• Deliver onboarding and training sessions for new users
• Educate staff on IT best practices, processes, and preventive measures
• Perform root cause analysis and implement long-term solutions
• Troubleshoot wired and wireless network connectivity problems
• Administer and troubleshoot Microsoft 365, Azure Active Directory, Intune, Windows, and other enterprise systems
• Manage user accounts, permissions, and group policies
• Support endpoint management, imaging, and deployment
• Support enterprise applications and backend infrastructure
• Ensure adherence to HIPAA and internal data protection policies
• Maintain endpoint security using enterprise tools
• Support backup and recovery operations
• Collaborate with peer teams on cross-functional and escalated issues
• Document solutions and contribute to the internal knowledge base
• Monitor system performance and availability
• Communicate observations, situations, and expected needs to leadership
• Participate in department meetings, quarterlies, and annual evaluations
• Support the technology department’s mission, vision, goals, and initiatives

IT Support Technician II