IT Support Engineer

Who You Are

Youre a collaborative professional driven by the potential to make a meaningful impact in healthcare. The challenges of healthcare dont deter youinstead you see them as opportunities to find innovative solutions that benefit the partners people and communities we serve. Honest Healths commitment to purpose innovation communities and kindness resonates with you inspiring you to bring commitment creativity and compassion into your work. Youre ready to join a team focused on reimagining primary care for a healthier future that benefits all.

Does this sound like you Lets connect.

Who We Are

At Honest Health we believe in purpose and partnership to lead the transformation in primary care. Our team of healthcare experts and clinicians collaborates with a range of stakeholdersfrom health systems physician organizations and payers to providers practices and patients to deliver innovative solutions that elevate care control costs and support long-term health. Guided by our core values were creating a value-driven model that creates lasting benefits for everyone now and into the future.

For us thats just an Honest days work.

Your Role

The IT Support Engineer is responsible for providing advanced technical support and operational excellence across the organizations IT environment. This role ensures timely resolution of complex technical issues while maintaining a high level of service for end-users. The position focuses on incident triage troubleshooting system maintenance and cross-functional collaboration to support business operations and improve overall IT service delivery at a tier 2 level.

Primary Functions of the IT Support Engineer Include:

• Manage ticket intake and triage by reviewing prioritizing and roperly categorizing incidents and service requests within the IT Service Management (ITSM) system to ensure timely and accurate handling.

• Resolve assigned Service Desk tickets by performing advanced troubleshooting documenting resolution steps and ensuring issues are addressed within defined service level expectations.

• Escalate unresolved issues appropriately by engaging specialized teams ensuring proper tracking and follow-through to resolution.

• Collaborate with cross-functional teams by working closely with infrastructure applications security and vendor partners to diagnose and resolve multi-system and high-impact issues.

• Troubleshoot hardware and software issues by diagnosing endpoint application and system-related problems and implementing effective solutions to restore normal operations.

• Manage system and application access by provisioning modifying and deprovisioning user access within internal systems and partner EHR platforms in accordance with security and compliance requirements.

• Develop and maintain documentation by creating clear and detailed system configurations knowledge base articles and Standard Operating Procedures (SOPs) to support operational consistency and knowledge sharing.

• Communicate effectively with stakeholders by providing timely updates setting expectations and ensuring end-users and internal teams are informed throughout the issue resolution process.

• Contribute to continuous improvement efforts by identifying recurring issues participating in root cause analysis and recommending process or technology enhancements to improve support efficiency.

• Perform other related responsibilities as assigned to support departmental and organizational objectives.

How You Qualify

You reviewed the Who You Are section of this job posting and immediately felt the need to read on. This makes you a match for our innovative culture. You accept things change quickly in a startup environment and are willing to pivot quickly on priorities.

• 2 years of experience in IT support service desk or systems support roles.

• Bachelors degree in Computer Science Information Technology or a related field highly preferred with a 3 years of additional experience considered in lieu of a degree.

• A certification is considered a plus

• Demonstrated knowledge of:

• Networking fundamentals

• Operating systems (Windows/macOS preferred)

• Hardware components and endpoint management

• Strong analytical and troubleshooting skills with the ability to resolve complex issues.

• Experience with IT Service Management (ITSM) tools and ticketing systems.

• Familiarity with cloud-based solutions particularly Microsoft environments (Microsoft 365 Entra ID Intune).

• Understanding of cybersecurity principles and best practices.

• Excellent verbal and written communication skills.

• Ability to work effectively in a collaborative team environment.

• Experience with system administration and user access management.

• Demonstrated ability to learn and adapt to new technologies and tools.

The base pay range for this role is $76600.00 - $88900.00. Compensation takes into account several factors including but not limited to a candidates experience education skills licensure and certifications and organizational needs. Base pay is just one piece of the total rewards program offered by Honest. Eligible roles also qualify for short-term incentives and a comprehensive benefits package.