IT Support Engineer

ClearBalance Healthcare; Franklin (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

ClearBalance Healthcare is seeking an IT Support Engineer to deliver responsive help desk and end-user support, provisioning and supporting endpoints and business applications, and managing IT asset lifecycles.

Under the guidance of senior engineers, you will document procedures, support security compliance, and partner with infrastructure and security teams to maintain reliable IT operations and continuous service improvement.

Qualifications

• Bachelor's degree or equivalent in IT or related field.
• 2-4 years in help desk/desktop IT support in a business setting.
• Hands-on with Windows endpoints, peripherals, Microsoft 365, and basic user accounts.
• Knowledge of procurement, asset inventory, licensing, and lifecycle tracking.
• Experience with ticketing systems, remote support tools, and documenting troubleshooting steps.
• Strong customer service mindset with clear communication and professionalism.
• Organized and capable of managing multiple requests in a fast-paced environment.

Responsibilities

• Primary point of contact for help desk and end-user support across hardware, software, access, printing, mobile devices, and IT issues.
• Troubleshoot and resolve desktop/laptop/peripheral/app issues to minimize downtime.
• Provision, configure, deploy, and maintain end-user devices and standard software (onboarding/moves/changes/offboarding).
• Administer user accounts, permissions, and access requests per policy and security requirements.
• Coordinate hardware and software procurement: quotes, orders, deliveries, inventory records.
• Manage IT asset lifecycle: track equipment, warranties, refresh, licensing, disposal/replacement.
• Assist with vendor coordination for end-user tech purchases, repairs, renewals.
• Document support procedures, asset records, and knowledge base content to improve consistency.
• Escalate complex issues and collaborate with infrastructure/engineering/security teams; stay familiar with network concepts.
• Identify opportunities to improve support processes and procurement workflows.

Skills

Windows endpoint support

Microsoft 365

Ticketing systems

Remote support

Documentation

Procurement coordination

Education

Bachelor's degree in IT/CS or related field

Job description

The IT Support Engineer is responsible for delivering responsive help desk and end-user support while coordinating hardware and software procurement for the organization. This role focuses on resolving day-to-day technical issues, provisioning and supporting endpoints and business applications, managing the lifecycle of IT equipment and software assets, and helping ensure employees have the tools and access they need to work effectively. Under the guidance of senior engineers, the role also contributes to reliable IT operations, documentation, and continuous service improvement.

Key Responsibilities

Serve as a primary point of contact for help desk and end-user support, responding to tickets and service requests related to hardware, software, access, printing, mobile devices, and general IT issues.

Troubleshoot and resolve desktop, laptop, peripheral, and application issues in a timely manner to minimize employee downtime and maintain productivity.

Provision, configure, deploy, and maintain end-user devices and standard software, including onboarding, moves, changes, and offboarding activities.

Administer user accounts, permissions, and access requests across core business systems in accordance with company policies and security requirements.

Coordinate hardware and software procurement activities, including gathering requirements, obtaining quotes, placing orders, tracking deliveries, and maintaining inventory records.

Manage the lifecycle of IT assets by tracking assigned equipment, warranty status, refresh schedules, software licensing, and disposal or replacement needs.

Assist with vendor coordination for end-user technology purchases, repairs, subscriptions, and support renewals to ensure timely delivery and cost-effective solutions.

Document support procedures, common fixes, asset records, and knowledge base content to improve service consistency and reduce repeat issues.

Escalate complex technical issues appropriately and collaborate with infrastructure, engineering, security, and operations teams to support broader IT needs, including maintaining familiarity with network protocols, technologies, and standards relevant to end-user support and connectivity.

Identify opportunities to improve support processes, standardization, procurement workflows, and the overall employee technology experience.

Compliance and Information Security

• Protect company and customer data at all times.
• Complete all required company training related to information security and data protection.
• Adhere to security best practices, including prevention of phishing, shoulder surfing, and unauthorized data sharing.
• Never record or share sensitive information without proper authorization and identity verification.
• Maintain working knowledge of the Bank Secrecy Act (BSA) and ClearBalance policies supporting BSA compliance.
• Perform all duties in full compliance with applicable laws, regulations, and ClearBalance policies.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent combination of education and practical IT support experience.

2-4 years of experience in help desk, desktop support, or IT support roles in a business environment.

Hands-on experience supporting Windows endpoints, common desktop peripherals, Microsoft 365 applications, and basic user account administration.

Working knowledge of hardware and software procurement processes, asset inventory management, software licensing, and equipment lifecycle tracking.

Experience with ticketing systems, remote support tools, and documenting troubleshooting steps, procedures, and user-facing instructions.

Strong customer service mindset with the ability to communicate clearly, follow through on issues, and support users with professionalism and patience.

Organized, detail-oriented, and able to manage multiple requests, priorities, and procurement tasks in a fast-paced environment.

Core Values Alignment

Own the Outcome: Takes full accountability for results, closes loops, and drives issues through resolution rather than just identifying problems.

Do the Right Thing: Makes ethical, compliant decisions and speaks up early, even when the easier path would be faster or more convenient.

Be a Self-Starter: Acts with urgency and initiative, identifies opportunities, and takes action without waiting for direction.

Be Naturally Curious: Asks why, digs into data and processes, and looks beyond surface-level answers to deliver better outcomes.

• Strive to Make Things Better: Continuously improves processes, reduces friction, and leaves things better than they were found.