Senior IT Support Engineer — Global, Follow-the-Sun

HealthEdge; Indiana (PA); Hybrid; USD 75,000 - 105,000; Full time

Job summary

HealthEdge is seeking an IT Support Specialist to join our global Service Desk as a senior contributor handling escalations from T1, and owning advanced troubleshooting across endpoints, identity, and infrastructure. This role operates in a follow-the-sun model and serves as a technical resource for junior analysts.

You'll work on Windows 10/11 and macOS issues, M365 (Exchange, Teams, SharePoint), IAM (Okta/Entra ID, MFA), and Active Directory/GP DNS/DHCP, collaborating with Network Engineering

Qualifications

• 3–6 years of IT support experience with progression from T1 to escalation/advanced roles.
• Deep hands-on experience troubleshooting Windows 10/11 and macOS in a corporate environment.
• Strong knowledge of M365 administration and troubleshooting (Exchange, Teams, SharePoint, Intune/Entra ID).

Responsibilities

• Receive and own escalated incidents from T1 analysts, driving issues to resolution with documentation.
• Troubleshoot complex endpoint issues across Windows and macOS, including OS, driver, application, and performance problems.
• Diagnose and resolve advanced M365 issues including Exchange/Outlook mail flow, Teams configuration, SharePoint permissions, and OneDrive sync.
• Investigate VPN, network connectivity, and remote access issues in coordination with Network Engineering.
• Handle/Escalate to Hardware team complex printer, peripheral, and AV/tech issues escalated from T1.
• Manage elevated IAM requests including role-based access changes, group policy troubleshooting, and Okta/Entra ID configuration issues.
• Investigate and remediate failed provisioning or deprovisioning workflows.
• Support MFA enforcement, conditional access policy troubleshooting, and SSO configuration issues.
• Coordinate with security team on access anomalies, privilege reviews, and identity-related security incidents.

Skills

Windows/macOS troubleshooting

M365 administration

Identity & access management

Networking fundamentals

Endpoint management

Jira Service Management

ServiceNow

Tools

Active Directory

Group Policy

DNS

DHCP

Okta/Entra ID

Job description

HealthEdge is seeking an IT Support Specialist to join our global Service Desk as a senior contributor handling escalations from T1, and owning advanced troubleshooting across endpoints, identity, and infrastructure. This role operates in a follow-the-sun model and serves as a technical resource for junior analysts.

You'll work on Windows 10/11 and macOS issues, M365 (Exchange, Teams, SharePoint), IAM (Okta/Entra ID, MFA), and Active Directory/GP DNS/DHCP, collaborating with Network Engineering