IT Support Engineer

Who You Are

You’re a collaborative professional, driven by the potential to make a meaningful impact in healthcare. The challenges of healthcare don’t deter you—instead, you see them as opportunities to find innovative solutions that benefit the partners, people, and communities we serve. Honest Health’s commitment to purpose, innovation, communities, and kindness resonates with you, inspiring you to bring commitment, creativity, and compassion into your work.

You’re ready to join a team focused on reimagining primary care for a healthier future that benefits all.

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 stakeholders—from 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, we’re creating a value‑driven model that creates lasting benefits for everyone, now and into the future.

The IT Support Engineer is responsible for providing advanced technical support and operational excellence across the organization’s 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 tier2 level.

• Manage ticket intake and triage by reviewing, prioritizing, and properly 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.

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 change quickly in a startup environment and are willing to pivot on priorities.

• 2+ years of experience in IT support, service desk, or systems support roles.
• Bachelor’s degree in Computer Science, Information Technology, or a related field highly preferred; 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…