IT SUPPORT ENGINEER

We are seeking an IT Support Engineer to join our team. This is an individual contributor responsible for resolving complex technical issues, serving as a primary escalation point for high-impact incidents, and improving support quality through documentation, standardization, and collaboration. This role leads by influence-aligning peers and partner teams around best practices, driving consistent support outcomes, and improving end-user services through clear communication, strong technical judgment, and operational discipline. Essential Functions

• Serve as a primary escalation point for complex hardware, application, and network issues, driving incidents to resolution and documenting outcomes.
• Serve as a primary escalation point for complex radiologist read station issues, driving incidents to resolution and documenting outcomes.
• Troubleshoot advanced hardware and application issues (e.g., operating systems, identity/access, clinical applications, collaboration tools) and coordinate with vendors or internal teams as needed.
• Develop and maintain support procedures, knowledge articles, and standard operating guides to improve service consistency and reduce repeat incidents.
• Monitor service desk ticketing systems, analyze trends and root causes, and recommend corrective actions and preventive improvements.
• Lead by influence by sharing knowledge with the support team through documentation, walkthroughs, and informal guidance-driving adoption of standards and improving collective troubleshooting capability (without direct people management).
• Coordinate with IT teams on changes, upgrades, and maintenance windows; communicate user impact and validate post-change support readiness.
• Follow and reinforce organizational security policies and data protection standards in day-to-day support work, including proper access handling and secure troubleshooting practices.
• Contribute to operational reporting (e.g., incident summaries, recurring-issue analysis) and present improvement recommendations to IT leadership and stakeholders.
• Participate in on-call rotation.

Do you have experience in macOS?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 5+ years of experience in IT support or technical helpdesk roles, including ownership of complex escalations and high-priority incident resolution.
• Strong troubleshooting skills and in-depth knowledge of Windows, MacOS, M365, and network environments.
• Excellent communication and organization skills, with the ability to lead by influence, coordinate across teams, and explain technical concepts to non-technical audiences.
• Experience with ITSM tools and ticketing systems.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) preferred.

Requirements

• Must possess and maintain a valid Florida class E driver's license and a satisfactory driving record.

Abilities

• Ability to work effectively with co-workers and vendors.
• Ability to communicate effectively and clearly.
• Ability to have strong verbal and written interpersonal communication.

Physical/Mental Demands: Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

Pulled from the full job description

• Travel reimbursement
• Referral program
• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance, As an employee of Radiology Associates, you will enjoy a comprehensive benefits package, including:
• Affordable Medical, Dental, and Vision Insurance
• Paid Time Off (PTO) and Paid Holidays
• Paid Life and AD&D Insurance
• Employee Assistance Program (EAP)
• Travel Assistance and Identity Theft Assistance
• Employee Recognition Programs
• 401(k) Retirement Plan
• Employee Referral Bonus Program

Radiology Associates is a trusted leader in diagnostic imaging and proudly recognized as a Breast Imaging Center of Excellence by the American College of Radiology. We are committed to delivering high-quality, patient-centered care in a supportive and professional environment. Join a collaborative, purpose-driven team making a real impact across our Florida communities through innovation in healthcare., Equal Opportunity Employer: Radiology Associates complies with federal, state, and local anti-discrimination laws, regulations, and ordinances. Drug-Free and Tobacco-Free Workplace: We are committed to maintaining a safe and healthy work environment. E-Verify Participation: This organization participates in E-Verify to confirm employment eligibility in the United States.