IT Support Engineer

Medidrive LLC is hiring an IT Support Engineer to deliver onsite technical support in Glen Allen, Virginia while administering core workplace technology platforms. This role combines day-to-day troubleshooting across devices and business applications with hands-on administration of Microsoft 365, identity, endpoint management, and ITSM workflows, along with support for telephony and VoIP systems.

You will help maintain reliable access to collaboration tools, manage device enrollment and provisioning, and ensure tickets are handled with clear updates and documentation. The position also includes after-hours coverage through a scheduled on-call rotation for urgent issues.

What you will do

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft 365 Apps, managing licensing, mailboxes, collaboration settings, and service configurations.
• Administer Microsoft Entra ID users, groups, and permissions, configuring and troubleshooting multifactor authentication, single sign-on, and approved Conditional Access policies using sign-in logs to investigate access issues.
• Administer Microsoft Intune for device enrollment, configuration profiles, compliance policies, application deployment, updates, encryption, and approved endpoint security controls.
• Configure and troubleshoot Windows Autopilot registration, deployment profiles, provisioning, enrollment, and reset processes.
• Manage Freshservice ITSM components including assignment groups, access permissions, ticket routing, workflows, service catalog items, approvals, service-level targets, asset management, and reporting.
• Provide onsite and remote troubleshooting for Windows and Apple devices, business applications, printers, peripherals, meeting room technology, and network connectivity.
• Troubleshoot telephony and VoIP issues, including desk phones, softphones, headsets, call routing, queues, voicemail, dropped calls, and audio quality using platform diagnostics to identify device, application, network, or provider problems.
• Investigate and resolve application and PHI/data issues within approved procedures, documenting impact, reproduction steps, diagnostics, and troubleshooting results, and escalating items requiring code changes or infrastructure expertise.
• Handle employee onboarding and offboarding, including equipment provisioning, account and license changes, access removal, asset record updates, and coordinating repairs, warranty service, returns, redeployment, and approved data removal before reuse or disposal.
• Test and document administrative changes, obtain required approvals, and maintain implementation and rollback plans.
• Identify and escalate suspected security or privacy incidents, coordinating with offshore teams using sanitized information and keeping PHI and sensitive data within approved systems and communication channels.
• Maintain ticket ownership, provide timely user updates, meet established service targets, and participate in scheduled on-call rotation for urgent after-hours support.
• Create troubleshooting guides and knowledge articles, provide user training, automate recurring tasks, and supply technical evidence for access reviews and SOC 2 / HITRUST assessments.

Requirements

• Bachelor's degree in Information Technology or Computer Science.
• 3+ years of relevant IT support experience, including L2 troubleshooting and hands-on platform administration.
• Demonstrated administration of Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive).
• Hands-on administration experience with Microsoft Entra ID, Microsoft Intune, and Windows Autopilot.
• Experience administering Freshservice workflows, assignment groups, service catalog items, asset records, and reporting.
• Strong Windows troubleshooting skills and working knowledge of DNS, DHCP, TCP/IP, VPNs, and Wi-Fi.
• Experience troubleshooting telephony or VoIP systems and using call diagnostics to investigate connectivity, routing, and audio-quality problems.
• Ability to investigate business application issues, interpret logs, and prepare clear technical escalations.
• Ability to use PowerShell for troubleshooting and routine administrative automation.
• Experience applying access controls, protecting confidential information, and following change management procedures.
• Ability to take initiative, prioritize work independently, and drive issues to resolution with minimal supervision.
• Strong communication, documentation, and customer service skills, with sound judgment about when to escalate issues.
• Ability to work onsite in the Glen Allen, Virginia office and participate in scheduled after-hours support.

Technologies you will work with

• Microsoft 365, Exchange Online, Teams, SharePoint Online, OneDrive, Microsoft 365 Apps
• Microsoft Entra ID, multifactor authentication, single sign-on, Conditional Access, sign-in logs
• Microsoft Intune, Windows Autopilot
• ITSM Platform, Freshservice
• Windows, Apple devices, VoIP, desk phones, softphones, headsets
• PowerShell
• DNS, DHCP, TCP/IP, VPNs, Wi-Fi
• PHI, SOC 2, HITRUST, SQL, Microsoft Defender

Preferred qualifications

• Experience supporting healthcare or another regulated environment and handling PHI.
• Experience administering Microsoft Defender or comparable endpoint security tools.
• Intermediate SQL knowledge.
• Experience supporting SOC 2 or HITRUST evidence collection.
• Experience collaborating with offshore support and development teams.

Location: Glen Allen, VA (onsite). Compensation: USD 65,000 - 80,000 per year.