IT Support Engineer

MediDrive LLC; Glen Allen (VA); On-site; USD 65,000 - 80,000; Full time

Job summary

MediDrive LLC in Glen Allen, VA is seeking an experienced IT Support Engineer to provide onsite technical support, administer workplace technology platforms, and troubleshoot business applications and telephony systems.

This role requires hands-on administration of Microsoft 365, Entra ID, Freshservice, Intune, Apple devices and Windows Autopilot, taking ownership from investigation to resolution and improving support processes.

Qualifications

• Bachelor's degree in Information Technology or Computer Science.
• At least three years of IT support experience (L2).
• Hands-on admin of Microsoft 365 services (Exchange/Teams/SharePoint).
• Experience with Entra ID, Intune, and Windows Autopilot.
• Familiarity with Freshservice workflows, assets, and reporting.

Responsibilities

• Provide onsite technical support and troubleshoot business applications and telephony systems.
• Administer Microsoft 365 services and manage licensing, mailboxes, and configurations.
• Administer Entra ID users, groups, permissions, and MFA/SSO configurations.
• Administer Intune device enrollment, configurations, and security policies.
• Configure Windows Autopilot deployment profiles and enrollment processes.
• Maintain ITSM workflows, service catalog items, and asset management in Freshservice.
• Troubleshoot Windows and Apple devices, printers, and network connectivity.
• Investigate and resolve application and PHI/data issues following procedures.
• Handle onboarding/offboarding, equipment provisioning, and asset records.
• Create troubleshooting guides, user training, and knowledge articles.
• Participate in after-hours on-call rotation and document resolutions.

Skills

L2 IT support

Microsoft 365 admin

PowerShell

On-site support

Customer service

Education

Bachelor's degree in IT or CS

Tools

Microsoft 365

Microsoft Entra ID

Freshservice

Microsoft Intune

Windows Autopilot

Apple devices

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Professional Glen Allen, VA, US

6 days ago Requisition ID: 1009

Salary Range: $65,000.00 To $80,000.00 Annually

We are seeking an experienced IT Support Engineer to provide onsite technical support, administer workplace technology platforms, and troubleshoot business applications and telephony systems.

This position requires hands-on administration of Microsoft 365, Microsoft Entra ID, Freshservice, Microsoft Intune, Apple Devices and Windows Autopilot. You will take ownership of issues from investigation through resolution, communicate clearly with users, and improve support processes and documentation.

The successful candidate takes initiative, manages priorities independently, and delivers reliable results with minimal supervision.

Key Responsibilities

• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft 365 Apps. Manage licensing, mailboxes, collaboration settings, and service configurations.
• Administer Microsoft Entra ID users, groups, and permissions. Configure and troubleshoot multifactor authentication, single sign-on, and approved Conditional Access policies; use sign-in logs to investigate access problems.
• Administer Microsoft Intune device enrollment, configuration profiles, compliance policies, application deployment, updates, encryption, and approved endpoint security controls.
• Configure and troubleshoot Windows Autopilot device registration, deployment profiles, provisioning, enrollment, and reset processes.
• Administer ITSM Platform 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 systems, including desk phones, softphones, headsets, call routing, queues, voicemail, dropped calls, and audio quality. Use platform diagnostics to identify device, application, network, or provider issues.
• Investigate and resolve application and PHI/data issues within approved procedures. Document impact, reproduction steps, diagnostics, and troubleshooting results; escallate issues requiring code changes or infrastructure expertise.
• Complete employee onboarding and offboarding, including equipment provisioning, account and license changes, access removal, and asset records. Coordinate device 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 escallate suspected security or privacy incidents. Coordinate with offshore teams using sanitized information and keep PHI and sensitive data within approved systems and communication channels.
• Maintain ticket ownership, provide timely user updates, meet established service targets, and participate in a scheduled on-call rotation for urgent after-hours issues.
• Create troubleshooting guides and knowledge articles, provide user training, automate recurring tasks, and supply technical evidence for access reviews and SOC 2/HITRUST assessments.

Required Qualifications

• Bachelor's degree in Information Technology or Computer Science, preferred
• At least three years of relevant IT support experience, including L2 troubleshooting and hands-on platform administration.
• Demonstrated administration experience with Microsoft 365, including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Hands-on experience administering 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.
• Demonstrated 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 upscale issues.
• Ability to work onsite in the Glen Allen, Virginia office and participate in scheduled after-hours support.

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.