IT Support Engineer

FreeMarketHealth•Pittsburgh, PA

About The Position

Free Market Health is seeking a customer-focused IT Support Engineer to provide employees with an exceptional technology support experience. The engineer serves as a primary point of contact for employees seeking technical assistance and helps ensure reliable access to the systems, devices, and applications they need to do their work. The role combines technical troubleshooting with clear communication and a service-oriented approach, and contributes to improving IT services across the organization.

Requirements

At least 3 years of experience supporting enterprise technology environments.
Strong commitment to customer service and treating every employee as a valued customer.
Strong troubleshooting, critical-thinking, and problem-solving skills.
Excellent written and verbal communication skills.
Professional, approachable, and service-oriented demeanor.
Ability to remain calm and effective in a fast-paced support environment.
Strong attention to detail and organizational skills.
Curiosity, initiative, and a proactive approach to solving problems.
Familiarity with Windows and macOS operating systems.
Understanding of Microsoft 365 administration environments.
Familiarity with Atlassian products, including Jira.
Experience creating or maintaining technical documentation and knowledge-base content.
Ability to explain technical concepts to technical and nontechnical audiences.
Familiarity with supporting technology in a HIPAA-regulated environment.

Nice To Haves

Experience managing mobile devices and endpoints through Microsoft Intune.
Experience with PowerShell, Python, command-line tools, or similar scripting technologies.
An associate degree or at least two years of college education in a technology-related field, or at least two years of relevant professional experience.

Responsibilities

Resolve employee support requests within established service-level expectations while maintaining customer satisfaction.
Provide responsive, professional, white-glove technology support to employees across the organization.
Troubleshoot hardware, software, operating system, network, and application issues.
Support infrastructure, end-user systems, and access to cloud-based applications.
Document support activities, resolutions, and process improvements in the ticketing system.
Create, maintain, and improve IT support documentation, knowledge-base articles, and user guides.
Identify recurring incidents, support trends, and potential root causes to help prevent future issues.
Communicate technical information clearly to employees with varying levels of technical knowledge.
Collaborate with Technology team members and business stakeholders to resolve complex issues.
Provide technology guidance and consultation to teams throughout the organization.
Build technical knowledge and stay curious about emerging technologies and support practices.