HIT Support Engineer

Andwell Health Partners•City of Niagara Falls, NY

7d•Onsite

About The Position

At Andwell, you don’t just work here, you belong. Being a part of the team at Andwell Health Partners means belonging to a community of people with purpose, dedicated to enhancing the quality of life of those we serve by providing innovative and compassionate health care in the comfort of their homes and communities. Take control of your day with flexible scheduling options. Ability to utilize and challenge your skills in the home or community setting. More 1:1 time with patients, working autonomously in the comfort of their home. Comprehensive benefit package to support life outside of work. Stability – An employer of choice for 50 years. Centralized HR, IT, education, and employee experience departments for improved support. What You’ll Do Provide day-to-day technical support for Andwell staff, including hardware, software, network, and mobile device issues. Serve as a trusted liaison between staff, managed service partners, and technology vendors to resolve issues efficiently. Set up, deploy, and support user devices such as desktops, laptops, printers, iPads, and iPhones. Diagnose and resolve technical problems by listening carefully, asking thoughtful questions, and guiding users through solutions. Track, document, and manage support requests using a help desk ticketing system, ensuring timely resolution and follow-up. Escalate complex issues appropriately and collaborate with vendors to drive solutions. Support secure technology practices by applying basic information security and cybersecurity best practices. Monitor and manage IT equipment inventory and coordinate ordering as needed. Participate in an after-hours support rotation as scheduled. Travel occasionally between Andwell offices to provide on-site support. What You’ll Bring Associate’s degree in Computer Science, Information Systems, or a related field (or equivalent experience). At least 3 years of experience in an IT or Information Systems support role. Working knowledge of technologies such as Office 365, Windows 10/Server, Active Directory, Citrix, Exchange, mobile device management, printers, and help desk systems. Comfort working in a healthcare environment and communicating using healthcare-related terminology. Strong communication skills with the ability to explain technical concepts clearly to non-technical users. A calm, patient, and customer-focused approach with a genuine desire to help others succeed. Ability to multitask, adapt to changing priorities, and work independently or as part of a team. A professional, friendly demeanor that supports Andwell’s culture of respect, belonging, and collaboration. Ability to lift and move IT equipment (up to 50 lbs) and perform physical tasks related to installation and troubleshooting. Valid driver’s license and access to a reliable vehicle for reimbursable travel. Come see what we do with a ride-along or job shadow! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. #indhp

Requirements

Associate’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
At least 3 years of experience in an IT or Information Systems support role.
Working knowledge of technologies such as Office 365, Windows 10/Server, Active Directory, Citrix, Exchange, mobile device management, printers, and help desk systems.
Comfort working in a healthcare environment and communicating using healthcare-related terminology.
Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
A calm, patient, and customer-focused approach with a genuine desire to help others succeed.
Ability to multitask, adapt to changing priorities, and work independently or as part of a team.
A professional, friendly demeanor that supports Andwell’s culture of respect, belonging, and collaboration.
Ability to lift and move IT equipment (up to 50 lbs) and perform physical tasks related to installation and troubleshooting.
Valid driver’s license and access to a reliable vehicle for reimbursable travel.

Responsibilities

Provide day-to-day technical support for Andwell staff, including hardware, software, network, and mobile device issues.
Serve as a trusted liaison between staff, managed service partners, and technology vendors to resolve issues efficiently.
Set up, deploy, and support user devices such as desktops, laptops, printers, iPads, and iPhones.
Diagnose and resolve technical problems by listening carefully, asking thoughtful questions, and guiding users through solutions.
Track, document, and manage support requests using a help desk ticketing system, ensuring timely resolution and follow-up.
Escalate complex issues appropriately and collaborate with vendors to drive solutions.
Support secure technology practices by applying basic information security and cybersecurity best practices.
Monitor and manage IT equipment inventory and coordinate ordering as needed.
Participate in an after-hours support rotation as scheduled.
Travel occasionally between Andwell offices to provide on-site support.