INFORMATION TECHNOLOGY SUPPORT ENGINEER (US Remote)

TREND Health Partners, tech-enabled payment integrity company. Our mission is to facilitate collaboration between payers and providers for mutual benefit and waste reduction, ultimately improving access to healthcare. We achieve this by aligning the common goals of payers and providers and fostering collaboration through a shared technology platform and seamless workflows. 

Joining TREND Health Partners means becoming part of a dynamic, growing organization that promotes a collaborative and innovative work environment. Our comprehensive compensation package includes competitive salaries, highly valued health insurance, a 401(k) plan with employer match, paid parental leave, and more.

The Information Technology Support Engineer is responsible for managing and supporting the core IT operations and infrastructure needs of the organization. This role requires a blend of technical expertise, operational oversight, and strategic support capabilities to maintain and enhance IT services across the organization. The Information Technology Support Engineer plays a critical role in ensuring system reliability, security, and efficiency, working collaboratively with IT teams and end-users to deliver high-quality support and solutions.

Role and Responsibilities

• Breakfix Support and Ticket Management: Lead the management of breakfix tickets, prioritize and resolve technical issues, and ensure timely escalation for complex or high-impact issues. Provide high-level support to end-users and troubleshoot software, hardware, and peripheral issues.
• Identity and Access Management (IAM): Administer identity and access protocols, including user account creation, permissions management, and secure deactivation for onboarding and offboarding processes.
• Onboarding and Offboarding Coordination: Oversee IT onboarding and offboarding for employees, including resource provisioning, system access, and hardware configuration to support a seamless user experience.
• Patch and Vulnerability Management: Lead the patch management process, monitor vulnerability reports, prioritize and implement security patches, and collaborate with IT security teams to address critical vulnerabilities.
• Asset Lifecycle Management: Manage the asset inventory and lifecycle, including procurement, tracking, maintenance, and disposal of IT assets. Develop and maintain asset management policies to ensure optimal use of resources.
• IT Service Management (ITSM): Utilize ITSM platforms (e.g., ServiceNow, Jira Service Management) for incident, problem, and change management. Implement ITIL best practices to enhance efficiency and reliability in IT operations.
• Documentation and Process Improvement: Create and maintain documentation of IT processes, troubleshooting guides, and operational workflows. Identify areas for process improvement and recommend solutions to increase efficiency and service quality.
• Mentorship and Leadership: Provide guidance and support to junior IT support staff, share expertise, and contribute to skill development within the team.
• Collaboration and Communication: Serve as a liaison between IT and other departments, ensuring alignment on technology needs and seamless integration of IT solutions.

Qualifications

• Education: High School Diploma or equivalent minimum requirement. Preferred Bachelor’s degree in Information Technology, or similar field.
• Experience: 5+ years of experience in IT operations, desktop support, or a related field, with a strong understanding of IT support and operations in a mid-sized organization.
• Technical Skills:
  • Advanced experience in ITSM platforms (e.g., ServiceNow, Jira Service Management).
  • Proficiency in identity and access management tools (e.g., Active Directory, Azure AD).
  • Knowledge of patch management and vulnerability management tools (e.g., SCCM, Qualys, Tenable).
  • Strong analytical and troubleshooting skills with attention to detail.
• Other Skills: 
  • Excellent written and verbal communication skills.
  • Ability to prioritize tasks and manage time effectively.
  • Physical capability to handle and move IT equipment as necessary.

Preferred Skills

Mental and Physical Demands

• This position will be exposed mainly to an indoor office environment and will be expected to work in or around computers and printers.
• The nature of the work is sedentary, and the employee will be sitting most of the time.
• Essential physical functions of the job include typing and the repetitive motion to utilize computer software and hardware continuously throughout the day. Must be able to lift heavy equipment as needed.
• Essential mental functions of this position include concentrating on analytical tasks, reading information, and verbal/written communication to others continuously throughout the day.

Related duties as assigned

• This job description documents the general nature and level of work but is not intended to be a comprehensive list of activities, duties, or responsibilities required for this position.
• Consequently, employees may be asked to perform other duties as required.
• Employees may also be asked to complete certain compliance requirements set forth by our Business Partners in the performance of their jobs including but not limited to requests for background and drug screenings and disclosures of personal health information or personally identifiable information. Exemptions as provided under the ADA and TITLE VII of the Civil Rights Act will be observed and followed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.