IT Service Desk / IT Support Engineer

Overview
The IT Support Engineer is responsible for the secure configuration, maintenance, and support of laptops, mobile devices, networks, and email systems in a HITRUST-compliant environment. This role ensures all corporate endpoints and communications are compliant with HITRUST CSF, SOC 2, and HIPAA security standards, enabling safe handling of protected health information (PHI) across the platform.

Key Responsibilities
Endpoint Management (Laptops & Workstations)
Configure, deploy, and maintain company laptops (Windows/macOS) using Microsoft Intune , Jamf , or equivalent MDM tools.
Enforce full-disk encryption (BitLocker/FileVault) , password complexity, and auto-lock policies.
Manage OS and software updates, patching schedules, and EDR (e.g., Microsoft Defender for Endpoint).
Maintain a complete asset inventory with encryption, patch, and compliance status.
Support secure decommissioning and data sanitization of retired devices (NIST 800-88 compliant).

Mobile Device & BYOD Management
Administer mobile device management (MDM)for both corporate and BYOD users via Intune or Google Endpoint Management.
Enforce encryption, PIN/biometric lock, OS update, and remote-wipe policies.
Ensure only managed, compliant devices can access corporate email or Google Workspace.
Train users on mobile security awareness and BYOD compliance.

Network Administration
Manage corporate VPN (Azure VPN Gateway / OpenVPN), firewall, and access control configurations.
Enforce MFA, AES-256 encryption, and logging for all VPN users.
Maintain network segmentation and ensure no split tunneling.
Collaborate with the Security Officer to monitor and investigate network security events.
Oversee connectivity between remote offices, developers, and cloud infrastructure.

Microsoft Outlook & Google Workspace Management
Administer Microsoft Outlook (Microsoft 365)or Gmail (Google Workspace)accounts under SSO and MFA policies.
Manage mailbox permissions, shared mailboxes, and group access through Azure AD.
Implement data loss prevention (DLP) , email encryption , and phishing protection policies.
Coordinate user onboarding/offboarding for email and collaboration tools.
Support integration between Outlook and mobile MDM policies.

Security & Compliance Operations
Ensure all systems comply with HITRUST CSF Control Domains (Access Control, Endpoint Security, Network Security, Logging, and Monitoring).
Participate in internal audits , providing evidence of compliance (e.g., asset logs, patch reports, incident tickets).
Maintain and update IT policies and procedures related to network, endpoint, and remote access.
Support the incident response plan , including triage of security events related to endpoints or network.
Conduct quarterly access reviews for laptops, VPN, and cloud services.

User Support & Training
Provide Tier-1/Tier-2 support for hardware, software, VPN, and Outlook/Google Workspace issues.
Document and resolve support tickets in the IT service management system (e.g., Jira Service Desk).
Educate employees on secure practices and acceptable use policies.
Develop quick-reference guides for onboarding and device setup.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
• 3–5 years of IT Support or Systems Administration experience in a regulated or healthcare environment.
• Proven experience with: Microsoft Intune, Azure AD, Windows 10/11 and macOS management, Google Workspace or Microsoft 365 administration, VPN and network configuration (IPsec, SSL, DNS, firewall)
• Familiarity with HITRUST CSF , SOC 2 , or HIPAA compliance frameworks.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to work cross-functionally with Compliance, Security, and Engineering teams.

Preferred Qualifications
CompTIA Security+, Network+, or equivalent certifications.
Microsoft Certified: Modern Desktop Administrator Associate.
Experience with SIEM tools (Azure Sentinel, Splunk).
Knowledge of NIST 800-53 / ISO 27001 standards.
Experience in a healthcare or SaaS cloud environment (Azure, GCP, AWS).

Key Performance Indicators (KPIs)

• 100% of laptops and mobile devices encrypted and MDM-compliant.
• 0 unapproved devices accessing VPN or email.
• 100% MFA enforcement on all remote access and email systems.
• 100% completion of quarterly access and patch reviews.
• -

Reporting Structure
This role reports to the Security & Compliance Officer (HITRUST) and collaborates with:
DevOps / Cloud Team for network configurations
HR for onboarding/offboarding workflows
Compliance Officer for audit readiness and evidence collection
Support Team for ticketing and service delivery metrics