Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
About the role
- Desktop Support Engineer at Orion Health providing front-line IT support for hybrid workforce. Managing devices and ensuring compliance with security standards across platforms for effective end-user experience.
Responsibilities
- End-User Support - Be the primary point of contact for hardware, software, identity, and connectivity issues across macOS, Windows, iOS, and Android. Identify, document, and manage incidents to minimize disruption.
- Identity & Access - Administer the user lifecycle in Entra ID and Active Directory — including SSO, MFA, conditional access, and group-based entitlements. Handle access requests, approvals, and quarterly access reviews.
- Endpoint Management - Provision, configure, and decommission devices through MDM platforms (JAMF for macOS, ManageEngine for Windows). Maintain configuration profiles, compliance policies, and patch baselines.
- Onboarding & Offboarding - Deliver a new-hire day-one experience that is fast and friendly. Provision the device, accounts, and access; walk new hires through the essentials. On offboarding, revoke access immediately, recover hardware, and leave no orphaned accounts.
- Documentation - Contribute to the IT knowledge base for all users. Write and maintain runbooks, user-facing how-tos, and internal procedures.
- Local Network Support - Provide local office networking support: Wi-Fi and ISP escalation. Partner with the network team on anything beyond local troubleshooting.
- Asset Management - Keep hardware and software inventory accurate in the asset portal. Track devices through their full lifecycle — purchase, deployment, refresh, decommission, disposal.
- Meeting-Room & Collaboration AV - Support meeting-room audio and video systems and remote-collaboration tooling. Ensure hybrid meetings work as reliably as in-person ones.
Requirements
- 2 or more years in a desktop support, IT support, or end-user computing
- Supporting a multi-platform user base (macOS, Windows, and mobile) in a global, hybrid or distributed workforce
- Hands-on with at least one MDM platform and one identity platform in production.
- Writing technical documentation
- Working ticket queues against SLAs
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