Technical Support Engineer II

Position Summary:

Technical Support Engineer II provides enterprise-level assistance to our customers. They are responsible for diagnosing and troubleshooting software and hardware problems and help our customers install applications and programs. Technical Support Engineers’ responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

Duties & Responsibilities:

• Provide technical support to end-users, remotely, for desktop, laptop, and peripheral issues
• Install, configure, and troubleshoot software and hardware on desktop computers, laptops, and related devices
• Maintain and update operating systems and software, on all desktop systems
• Troubleshoot issues related to Citrix Receiver, Citrix Workspace, and other Citrix products
• Diagnose and resolve technical issues, including system crashes, slow performance, network connectivity, and other desktop-related problems
• Collaborate with other IT team members to ensure consistent IT service delivery
• Document technical issues, solutions, and procedures for internal knowledge base
• Assist in inventory management, ensuring all desktop-related hardware is accounted for and maintained
• Provide training and guidance to end-users on common desktop-related issues and software usage
• Support the preparation of documentation for HITRUST audits and certifications, ensuring compliance with required controls and security standards by gathering evidence and preparing documentation
• Help maintain accurate records of compliance-related activities and assist in tracking remediation plans for security gaps or issues
• Provide administrative support for the creation and maintenance of compliance reports and security metrics
• Learn and apply knowledge of regulatory requirements, industry standards, and security best practices
• Live by the standards set by the Verisma Core Values and ensure that business is transacted accurately and with the highest ethical standards
Minimum Qualifications:

• High school diploma or equivalent required, Bachelor's degree in IT or related field preferred
• 4-6 years proven work experience as a Technical Support Engineer, Desktop Support Engineer, System Analyst, IT Help Desk Technician or similar role
• Proven experience as a Desktop Technician or similar IT support role
• Strong analytical, problem-solving, and communication skills
• Strong knowledge of desktop operating systems (Windows, macOS, Linux) and related software
• Experience troubleshooting hardware and software issues on desktops and laptops

• Applies in-depth understanding of network configurations and diagnostics to resolve issues within LAN, VPN, and Wi-Fi architectures

• Experience with Azure Active Directory, Microsoft 365, Exchange, and other enterprise tools is a plus

• Possesses hands-on experience administering and supporting Microsoft cloud platforms, including Azure administration consoles and Microsoft 365 (M365) Admin Center
• Familiarity with healthcare cybersecurity and privacy regulations and standards, e.g., HIPAA, HITECH, and HITRUST

• Excellent communication and customer service skills
• Ability to prioritize and manage multiple technical tasks in a fast-paced environment