IT Support

Role Overview

The IT Support Specialist is a senior individual contributor on the Service Desk team, responsible for resolving complex escalations from T1, owning advanced troubleshooting across endpoints, identity, and infrastructure, and serving as a technical resource and informal mentor to junior analysts. This role operates within our follow-the-sun support model and is critical to ensuring that incidents requiring deeper expertise are resolved quickly and completely.

The IT Support Specialist is a senior individual contributor on the Service Desk team, responsible for resolving complex escalations from T1, owning advanced troubleshooting across endpoints, identity, and infrastructure, and serving as a technical resource and informal mentor to junior analysts. This role operates within our follow-the-sun support model and is critical to ensuring that incidents requiring deeper expertise are resolved quickly and completely.

IT Support Specialists at Health Edge carry both a T2 and T3 designation. T2 scope covers advanced endpoint, application, and identity issues. T3 scope extends into near-infrastructure territory - complex integrations, escalated security events, and issues requiring coordination with Network Engineering, Ops Sec, or cloud teams. As the team matures, these levels may be formally split; this role is designed to grow with that evolution.

• Receive and own escalated incidents from T1 analysts, driving issues to resolution with full documentation
• Troubleshoot complex endpoint issues across Windows 10/11 and macOS, including OS, driver, application, and performance problems
• Diagnose and resolve advanced M365 issues including Exchange/Outlook mail flow, Teams configuration, SharePoint permissions, and One Drive sync
• Investigate and resolve VPN, network connectivity, and remote access issues in coordination with Network Engineering
• Handle/Escalate to the Hardware team complex printer, peripheral, and conference room AV/technology issues escalated from T1

• Manage elevated IAM requests including role-based access changes, group policy troubleshooting, and Okta/Entra  issues
• Investigate and remediate failed provisioning or deprovisioning workflows
• Support MFA enforcement, conditional access policy troubleshooting, and SSO configuration issues
• Coordinate with the security team on access anomalies, privilege reviews, and identity-related security incidents

• Support endpoint management platforms with MDM/UEM tools - policy configuration, compliance remediation, and enrollment issues
• Assist with software packaging, deployment troubleshooting, and patch compliance follow-up
• Perform or coordinate reimaging workflows for compromised, failed, or refreshed devices
• Provide near-sysadmin support for escalated issues touching Active Directory, Group Policy, DNS, and DHCP

• Act as a technical resource and informal mentor to Service Desk Analysts (T1), providing guidance on complex or novel issues
• Develop and maintain knowledge base articles, runbooks, and escalation procedures
• Identify recurring T1 escalation patterns and drive root cause resolution or knowledge base improvements to reduce repeat escalations
• Participate in ticket queue reviews and quality assurance activities

• Serve as the primary liaison between the service desk and infrastructure, security, and business technology teams for complex escalations
• Coordinate with EUC & Asset Management on hardware-related escalations requiring replacement, depot, or imaging support
• Participate in change management reviews for changes that may impact end users

• 3-6 years of experience in IT support, with demonstrated progression from T1 to escalation/advanced support roles
• Deep hands-on experience with Windows 10/11 and macOS troubleshooting in a corporate environment
• Strong working knowledge of M365 administration and troubleshooting (Exchange, Teams, SharePoint, Intune/Entra )
• Experience with SSO/MFA platforms at an administrative level
• Familiarity with endpoint management platforms
• Working knowledge of Active Directory, Group Policy, DNS, and DHCP
• Experience working in Jira Service Management or Service Now
• Strong written and verbal English communication skills, including the ability to communicate technical detail to non-technical stakeholders

• Familiarity with…