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

This role requires consistent demonstration of ClearBalance’s Core Values:

· 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.

ClearBalance Healthcare

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IT Support Engineer