IT Engineer I

ClarisHealth•Franklin, TN

23d•Remote

About The Position

ClarisHealth is seeking a dedicated and detail-oriented IT Support Specialist to join our team. The ideal candidate will provide technical support to end users, troubleshoot software, hardware, and networking issues, and ensure timely resolution of support tickets. The role requires both strong technical expertise and excellent customer service skills to support a dynamic work environment. This candidate would ideally be located in the Greater Nashville Area.

Requirements

Proven experience in an IT support or helpdesk role.
Strong troubleshooting skills with software, hardware, and networking issues.
Familiarity with ticketing systems and incident management.
Ability to work independently, handle multiple tasks, and prioritize effectively.
Excellent problem-solving abilities and attention to detail.
Strong written and verbal communication skills.
Experience with onboarding tasks, including workstation setup and user account creation.
A strong researcher who can seek out effective solutions with minimal direction.
Technically curious, with a passion for learning and growing in your role.
The maturity to recognize when to ask for help rather than making potentially harmful changes without fully understanding the scope.
Windows Operating Systems: Expertise in Windows 10/11.
Active Directory / Identity Management: Experience managing user accounts and permissions.
Azure AD: Familiarity with Azure Active Directory.
M365: Administrative experience with M365 (Office/Word/Excel, etc.).
Amazon Cloud / AWS: Experience with AWS components such as EC2, ECS, VPC, Transit Gateways, Cross-account connectivity, and Cognito Identity.
Security: Understanding of Endpoint Security, IDS/IPS, Zero Trust, Secure Email Gateway, and MDR/XDR.
Hardware Competency: Equivalent to A+ certification or similar.
OS Imaging / .iso File Management: Proficiency in OS imaging and ISO file creation.
Networking (LAN/WAN/SDWAN): Experience with Cisco, Meraki, Juniper, Palo Alto, Fortinet, etc.
Customer Service: A customer-centric mindset with excellent communication and support skills.
ITSM Platforms: Experience with ITSM platforms like Atlassian/Jira; ServiceNow experience is a plus.
IT Monitoring Systems: Knowledge of real-time/historical reporting, alerting, and monitoring tools.
Compliance: Familiarity with regulations such as SOC2, HiTrust, ISO27001, NIST, GDPR, PCI, etc.

Nice To Haves

Experience with ZScaler, NetSkope, TrendMicro, Sophos, McAfee, and/or CloudStrike at an administrative level is a plus.
Bonus points for experience with Lenovo hardware.
Database Management: Familiarity with MySQL, MongoDB, or Snowflake is a plus.
Experience in healthcare or other regulated industries is a plus.
Business Intelligence Platforms: Experience with Tableau, Amazon Q, or Domo is a plus.

Responsibilities

Respond to and resolve support tickets related to software, hardware, and networking issues in a timely manner.
Troubleshoot technical problems such as password resets, software installations, and network connectivity issues.
Log all incidents and resolutions accurately in the ticketing system.
Escalate complex technical issues to senior engineers as needed.
Assist with onboarding tasks, including workstation setup and user account creation.
Manage and prioritize tickets in the FIFO (First In, First Out) queue to ensure SLAs are met.
Provide excellent customer service and communication throughout the support process.