Service Desk Engineer

Kinwell•Redmond, WA

1d•$84,200 - $143,100•Hybrid

About The Position

Kinwell was founded on the principle of personalized, whole-hearted care for every patient. We believe the best healthcare is a conversation, and one that includes nutrition, fitness, sleep, and behavioral health. Our Clinicians and Clinic Support staff drive real change in their patient’s well-being. Along the way, we are setting a new standard for primary care, making it more accessible, impactful, and holistic. We are dedicated to building great places to work. We value all teammates and respect a diversity of thought, ideas, and cultures—all focused on the common goal of nurturing the health of those we serve. Kinwell fosters a culture that promotes employee growth, collaborative innovation, and inspired leadership. We bring agility to work every day and thrive on the opportunity to create something refreshing and new. This is where you come in. If you are looking for a new primary care opportunity, one based on the quality of care, not the quantity of patients, please consider our available positions. The Service Desk Engineer supports the stability, security, and performance of Kinwell’s technology environment across clinical and business operations. This cloud-first, healthcare-focused role is responsible for administering, monitoring, maintaining, and optimizing modern SaaS and infrastructure platforms. The Service Desk Engineer provides end user and systems support through the Help Desk platform while collaborating with a multidisciplinary IT team to maintain core systems and support front-line users. The Service Desk Engineer resolves routine to moderately complex technical issues, contributes to system reliability and security, and supports continuous improvement of IT services while building deeper expertise across Kinwell’s technology stack. The Service Desk Engineer is required to live in Western Washington. The Service Desk Engineer is a hybrid position and will travel to Kinwell clinics in Western Washington an average of 2-3 times a week to provide onsite IT support for deployments, upgrades, and technical issues.

Requirements

Bachelor's degree in computer science or related field, or four years of relevant work experience.
Two years of experience with applicable systems engineering or related technical experience.
Hands-on experience in cloud-first environments, including Microsoft 365, modern identity platforms (e.g., Microsoft Entra ID, Okta), endpoint management tools (e.g., Intune), and cloud-managed networking platforms (e.g., Cisco Meraki).
Working knowledge of cloud-based infrastructure, identity management, endpoint security, and modern SaaS administration within a Microsoft-centric environment.
Ability to troubleshoot routine to moderately complex technical issues across systems, applications, and end-user devices while prioritizing patient care continuity and service levels.
Strong analytical, documentation, and problem-solving skills with the ability to identify root causes and implement sustainable solutions.
Effective communication and collaboration skills to partner with clinical teams, operational leaders, vendors, and IT colleagues in both remote and onsite settings.
Strong customer service orientation with the ability to prioritize work, manage multiple tasks, and follow through on assigned responsibilities.

Nice To Haves

Experience supporting healthcare IT environments, including electronic health record platforms such as Epic.
Relevant industry certifications (CompTIA, Microsoft, or similar) or actively pursuing certification.

Responsibilities

Resolve end-user support requests via the IT service management platform (e.g. Freshservice) while minimizing disruption to patient care.
Provide onsite technical support for workstation deployments, printers, exam-room technology, and other clinic-based systems.
Provision and maintain user accounts, endpoints, peripherals, and system access for Kinwell teammates.
Support and maintain cloud systems, SaaS applications, and Microsoft 365 services across the organization.
Assist with identity, access, endpoint, and security management using tools such as Microsoft Entra ID, Okta, Imprivata, Intune, Automox, and Defender.
Support core platforms including Epic, Citrix, and other systems used in clinical and operational workflows.
Monitor system performance, troubleshoot incidents, and assist with network, connectivity, and backup solutions.
Maintain system documentation and contribute to process standardization and continuous improvement that enhance system reliability, security and user experience improvement.
Assist with secure system configurations, routine deployments, updates, and work across supported platforms.
Partner with internal teams and vendors to troubleshoot issues, apply fixes, and support production changes.
Contribute to improved technology adoption through documentation, knowledge sharing, and user enablement.
Identify recurring issues and contribute to long-term solutions through documentation automation, and process improvements.
Ensure timely communication and follow through on support requests to maintain a high level of customer service.