After-Hours IT Support Engineer (Tier 1)

Are you passionate about delivering exceptional IT support and thrive in a fast-paced environment? We're looking for an After-Hours IT Support Engineer (Tier 1) to provide critical technical support for a rapidly growing U.S. healthcare organization operating 24/7.

If you're customer-focused, enjoy solving technical challenges, and are comfortable working independently during evenings, nights, weekends, and holidays, we'd love to hear from you!

✔ Provide Tier 1 technical support via phone, email, ticketing systems, and Microsoft Teams.
✔ Troubleshoot Windows, Microsoft 365, networking, printers, user accounts, and access-related issues.
✔ Handle password resets, account provisioning/deprovisioning, onboarding, offboarding, and permission management.
✔ Maintain detailed ticket documentation and ensure SLA compliance.
✔ Escalate complex infrastructure and application issues when necessary.
✔ Deliver outstanding support to healthcare professionals working around the clock.

✅ 2–4 years of IT Help Desk or Technical Support experience.
✅ Experience supporting U.S.-based users.
✅ Strong knowledge of:

• Windows 10/11
• Microsoft 365
• Azure Active Directory (Entra ID)
• Exchange Online
• Microsoft Teams
• Single Sign-On (SSO)
• Basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• ITSM platforms such as ServiceNow, Freshservice, Jira Service Management, Zendesk, ConnectWise, or Autotask

⭐ Experience working in a Managed Service Provider (MSP) environment.
⭐ Healthcare IT or EMR experience.
⭐ Azure Fundamentals or ITIL Foundation Certification.
⭐ Familiarity with Meraki networking or Power BI.

• Excellent English communication skills.
• Outstanding customer service mindset.
• Strong troubleshooting and analytical skills.
• Ability to work independently and manage multiple priorities.
• Detail-oriented with excellent documentation habits.
• Team player with a strong sense of urgency and adaptability.

🕓 After-hours coverage (Phoenix, AZ Time):

• Monday–Friday: 4:00 PM – 7:00 AM
• 24-hour weekend coverage
• U.S. holidays
• Rotating shifts to ensure continuous support