IT Support Engineer

Enlace Health•Atlanta, GA

5h•Hybrid

About The Position

As the IT Support Engineer, you’ll serve as a key technical resource for employees across the organization, helping ensure our systems, devices, applications, and support operations run smoothly, securely, and reliably. This role blends hands-on end-user support with deeper troubleshooting across identity, endpoint, networking, SaaS, and cloud-based environments, including exposure to AWS. This role is based in Atlanta, GA. Success Measures: In 3 months: Build a strong understanding of Enlace’s systems, tools, support workflows, and business environment in a healthcare technology setting. Independently resolve a broad range of employee support issues across hardware, software, access, collaboration tools, and core business applications. Establish trust with internal stakeholders through responsive, clear, and personable support. Learn the basics of Enlace’s cloud environment and begin supporting issues or workflows that intersect with AWS-hosted systems and services. In 6 months: Own more complex troubleshooting with minimal oversight across endpoints, SaaS platforms, identity and access, networking, and support-related cloud issues. Apply sound security-minded support practices, including access control awareness, endpoint hygiene, phishing recognition, and prompt escalation of suspicious events. Partner effectively with internal teams and vendors to resolve root-cause issues and improve reliability. Contribute to cleaner documentation, stronger processes, and a more scalable support experience for employees. In 12 months: Be recognized as a dependable technical resource capable of handling both day-to-day support and more advanced troubleshooting needs. Improve support quality and operational reliability through better documentation, faster issue resolution, and proactive problem-solving. Contribute meaningfully to support processes related to endpoint management, account access, asset tracking, and cloud-connected systems. Demonstrate growing technical depth across AWS, security, and core IT operations in support of a high-performing internal technology environment.

Requirements

3+ years of experience in IT support, desktop support, help desk, or a similar end-user support role.
Strong troubleshooting skills across Mac environments, business applications, and collaboration platforms.
Experience supporting user accounts, permissions, and access in tools such as Microsoft 365, Okta, 1Password, Jamf, and similar platforms.
Familiarity with networking fundamentals and basic connectivity troubleshooting.
Exposure to AWS or cloud environments, including basic understanding of cloud infrastructure, hosted applications, permissions, or cloud-connected support workflows.
Exposure to cybersecurity concepts through hands-on experience, certification coursework, education, or training; this may include phishing awareness, endpoint protection, password hygiene, access controls, or incident awareness.
Strong customer service and communication skills, with the ability to explain technical issues clearly and build trust with non-technical users.
A collaborative, personable, and low-ego approach, with the ability to work effectively across teams and support colleagues at all levels.
Strong organization, judgment, and follow-through in a fast-paced environment.
Based in Atlanta, GA and able to work from our Buckhead office a minimum of 3 days per week.

Nice To Haves

Experience in healthcare, health tech, or a regulated environment is a plus.

Responsibilities

Provide technical support for employees across laptops, mobile devices, peripherals, conferencing tools, and business applications.
Troubleshoot and resolve issues related to hardware, software, email, VPN, user access, connectivity, and SaaS applications.
Support identity and access management tasks such as equipment and account provisioning, deprovisioning, password resets, permissions, and access changes.
Assist with onboarding and offboarding processes, including device setup, account configuration, access coordination, and equipment recovery.
Support endpoint management activities such as software deployment, patching, device readiness, and basic system health monitoring.
Partner internally to troubleshoot issues that intersect with AWS-hosted environments, cloud applications, or infrastructure dependencies.
Document technical issues, resolutions, recurring problems, and support procedures to improve consistency and team efficiency.
Escalate and coordinate complex issues appropriately while maintaining ownership and keeping stakeholders informed.
Follow IT and security best practices related to endpoint care, access control, suspicious activity reporting, and support process discipline.
Identify opportunities for process improvement, standardization, and automation that improve employee experience and support effectiveness.