Job Description:

Overview: The Sr. Support Engineer will provide advanced support across clinical and business technologies; acting as Tier 2 escalation for complex incidents. These will include troubleshooting endpoints (Windows/macOS), printing, networking, VPN, authentication, supporting user access, device compliance, security controls across SaaS/cloud, Tier 2 application support (eClinicalWorks), M365/Entra ID, MFA security, and Intune.

Compensation: $30-$40/hour
On-Site: 1 day/week in Sarasota, FL (34233) – 4 days remote
Duration: 6 month contract (Chance to convert)

Requirements:

  • 4 years of IT support experience in healthcare environment
  • Well-rounded generalist with strong Tier 2 troubleshooting across endpoints, apps, networking, IAM etc.
  • Comfortable supporting clinical systems (eClinicalWorks) and business apps
  • Solid foundation of M365, Intune, Entra ID/Azure AD, and Azure knowledge
  • Endpoints: Windows & macOS; printing support
  • Networking fundamentals; DNS, DHCP, VPN, LAN/WAN
  • SaaS & Identity platforms; MFA/security configurations
  • Clinical apps & HER workflows (outpatient + eClinicalWorks)
  • ITIL processes & frameworks; ITSM experience (Freshservice)
  • Azure certs PREFERRED


Key Responsibilities:

  • Act as an escalation point for complex incidents from Tier 1 analysts and end users.
  • Provide advanced troubleshooting for endpoints (Windows, macOS), printing, networking, VPN, and authentication issues.
  • Support user access, device compliance, and security controls across various SaaS and cloud platforms.
  • Diagnose issues spanning applications, endpoints, connectivity, and identity – with a focus on resolution and clear documentation.
  • Application & SaaS Support
  • Provide Tier 2 support for clinical and business applications, including eClinicalWorks, scheduling platforms, patient engagement systems, and ancillary apps.
  • Troubleshoot login, access, performance, and workflow issues.
  • Coordinate with application owners and vendors for escalations and incident resolution.
  • Maintain working knowledge of major SaaS tools in use across the organization (M365, communication, security, clinical systems, operational tools).
  • Cloud & Identity Exposure
  • Support user lifecycle and access management across Microsoft 365, Microsoft Entra ID, and other SaaS platforms.
  • Assist with troubleshooting of device compliance and configuration in Microsoft Intune.
  • Navigate Microsoft Azure at a foundational level to support escalation triage.
  • Understand and support multi-factor authentication and security configurations.
  • Partner with infrastructure, security, and clinical system teams to ensure fast, coordinated resolutions.