Desktop Support Technician - HITRUST Support

The Desktop Support Technician specializing in HITRUST Support will deliver Tier 1 and Tier 2 desktop and end-user assistance while helping maintain endpoint security aligned to HITRUST standards. This hybrid role is based in Lanham, MD at Transcendent IT.

Role Overview

In this position, you will troubleshoot and resolve issues for desktops, laptops, mobile devices, printers, and related peripherals, and manage support requests through a ticketing system. Responsibilities also include endpoint security monitoring, patch and endpoint management activities, HITRUST control support, and maintaining audit-ready documentation and evidence.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktop and end-user environments, including desktops, laptops, mobile devices, printers, and peripheral equipment.
• Handle support requests through the organization’s ticketing system in alignment with established SLAs.
• Troubleshoot issues involving hardware, software, network connectivity, email, and Microsoft 365.
• Configure, deploy, and maintain Windows workstations and associated applications.
• Assist users with password resets, account lockouts, multifactor authentication, and access-related problems.
• Support conference room technology, video conferencing systems, and connectivity for remote workforce users.
• Document troubleshooting steps, root cause findings, and resolution details within support tickets.
• Deploy and maintain endpoint protection such as SentinelOne, Microsoft Defender, or equivalent solutions.
• Monitor workstation security alerts and escalate incidents according to established procedures.
• Perform workstation imaging, provisioning, decommissioning, and asset management activities.
• Maintain endpoint encryption and verify compliance with organizational security standards.
• Support software inventory management, including identification of unauthorized software.
• Assist with vulnerability remediation on user workstations and endpoints.
• Deploy operating system and third-party application patches using approved management tools.
• Verify patch installation success, document exceptions, and remediate non-compliant systems based on patch compliance reports.
• Support testing and validation of security updates prior to deployment and maintain related documentation for compliance reviews.
• Assist with implementation and maintenance of HITRUST controls related to endpoint security and user support operations.
• Ensure support tickets include sufficient documentation to demonstrate compliance with organizational policies and HITRUST requirements.
• Maintain evidence related to workstation builds, patching activities, endpoint protection, software installations, and system changes.
• Participate in internal audits, compliance reviews, and HITRUST assessments, including collection and organization of evidence requested by assessors.
• Verify endpoint configurations adhere to approved security baselines.
• Support user access review requirements, including access provisioning documentation when needed.
• Assist with documenting exceptions, corrective actions, and remediation steps.
• Create detailed ticket notes that document: reported issue, troubleshooting performed, resolution steps, validation of resolution success, and security or compliance impacts.
• Ensure all work is documented according to organizational standards and audit requirements.
• Develop and maintain technical procedures, knowledge base articles, and support documentation.
• Maintain accurate asset inventory and configuration records.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related field (equivalent experience may be substituted).
• Minimum 2–5 years of desktop support experience.
• Experience supporting Microsoft Windows 10/11 environments.
• Experience with Microsoft 365 and Entra ID (Azure AD).
• Familiarity with endpoint management platforms such as Datto RMM, N-able, Intune, SCCM, or similar tools.
• Experience using ticketing systems and documenting support activities.
• Strong troubleshooting and customer service skills.
• Excellent written and verbal communication skills.

Tools and Technologies

• SentinelOne
• Microsoft Defender
• Microsoft 365
• Entra ID (Azure AD)
• Datto RMM
• N-able
• Intune
• SCCM
• Windows 10
• Windows 11
• Multifactor authentication
• Endpoint encryption
• EDR
• Ticketing system

Preferred Qualifications

• Experience supporting healthcare, education, financial services, or other regulated environments.
• Familiarity with HITRUST, HIPAA, NIST, CIS Controls, or other cybersecurity frameworks.
• Experience with endpoint detection and response (EDR) solutions.
• Knowledge of vulnerability management and patch deployment processes.
• Experience participating in audits or compliance assessments.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Endpoint Administrator Associate
• HITRUST CCSFP (preferred but not required)

Key Performance Indicators (KPIs)

• Ticket response and resolution times.
• First-contact resolution rate.
• Endpoint patch compliance percentage.
• Workstation security compliance percentage.
• Documentation quality and audit readiness.
• User satisfaction scores.
• Successful completion of assigned HITRUST remediation tasks.

Work Schedule and Pay

• Location: Lanham, MD (hybrid)
• Pay rate: USD 27 - 32 per hour

Physical Requirements

• Ability to lift and transport computer equipment up to 50 pounds.
• Ability to work under desks, in wiring closets, and at workstation locations as needed.