IT Specialist / Support Engineer - Orlando, FL

We are seeking a hands-on, customer-focused IT Helpdesk Engineer to support and maintain the technology environment that powers our clinicians, operations teams, and corporate staff across a fast-growing healthcare organization. This hybrid role is based in the Orlando area and will support both remote users and onsite operations as needed.

The ideal candidate is a strong troubleshooter with experience supporting modern cloud-first environments, endpoint management, networking, SaaS platforms, and security tooling. This individual will play a key role in ensuring operational stability, security, and a seamless end-user experience across a distributed workforce spanning the U.S. and offshore teams.

You will work closely with IT, Security, DevOps, Product & Engineering, external vendors, and managed service providers to maintain a secure, scalable, and efficient IT environment supporting both corporate and clinical operations.

Primary Responsibilities:

End User & Infrastructure Support

• Provide Tier 1/Tier 2 support for laptops, desktops, mobile devices, printers, peripherals, conferencing systems, and SaaS applications.
• Support a primarily Microsoft-based environment including Microsoft 365, Entra ID (Azure AD), Exchange Online, Teams, SharePoint, and endpoint management platforms.
• Manage onboarding, offboarding, device provisioning, account access, permissions, and lifecycle management for employees and contractors.
• Troubleshoot hardware, software, networking, VPN, authentication, printing, email, and connectivity issues across Windows, macOS, iOS, and Android devices.
• Support clinicians and operational users in a fast-paced healthcare environment where uptime and responsiveness are critical.

Endpoint Management & Security

• Administer and support endpoint management and MDM platforms including ManageEngine and Apple Business Manager.
• Assist with endpoint security operations using SentinelOne, Mimecast, MFA, and related security tooling.
• Support patch management, endpoint compliance, asset tracking, and vulnerability remediation efforts.
• Maintain adherence to HIPAA, security, and IT compliance standards and assist with audit readiness initiatives.
• Escalate security incidents, suspicious activity, and critical outages appropriately.

Network & Systems Support

• Support office and remote networking technologies including Cisco Meraki, Cato Networks, VPN connectivity, Wi-Fi, switching, and firewall troubleshooting.
• Coordinate with vendors and MSP partners for escalations, hardware replacements, ISP coordination, and office infrastructure support.
• Assist with management and maintenance of cloud-based IT infrastructure and SaaS integrations.

Operational Excellence

• Create and maintain technical documentation, SOPs, knowledge base articles, and asset inventories.
• Follow established ticketing, triage, escalation, and change management processes.
• Participate in IT projects including office buildouts, hardware rollouts, MDM migrations, infrastructure upgrades, and security initiatives.
• Research and recommend improvements, automation opportunities, and operational efficiencies.
• Assist with maintaining inventory and logistics coordination for remote hardware provisioning and recovery.

Team Collaboration

• Collaborate closely with cross-functional teams including Cybersecurity, DevOps, Data Intelligence, Software Engineering, Product, and external vendors.
• Provide mentorship and guidance to junior support staff when needed.
• Communicate clearly with technical and non-technical stakeholders regarding issues, timelines, and resolutions.

Knowledge and Skill Requirements:

• 3-5+ years of experience in IT support, helpdesk, systems administration, or infrastructure support roles.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Experience supporting distributed or hybrid workforces preferred.
• Healthcare or HIPAA-regulated environment experience is a plus.

Experience with several of the following technologies is strongly preferred:

Microsoft Ecosystem

• Microsoft 365
• Entra ID (Azure AD)
• Exchange Online
• Teams
• SharePoint
• Intune or equivalent endpoint management tools

Endpoint & Security Tools

• ManageEngine
• SentinelOne
• Mimecast
• Apple Business Manager
• MFA/SSO platforms
• Endpoint patching and vulnerability management

Networking & Infrastructure

• Cisco Meraki
• Cato Networks
• VPN technologies
• DNS/DHCP/network troubleshooting
• Wireless networking

IT Operations

• FreeScout, Jira, Zendesk, or similar ticketing systems
• Asset management and inventory tracking
• Remote support tools
• Hardware provisioning and lifecycle management

Communication Platforms

• RingCentral
• Dialpad

Preferred Qualifications

• • CompTIA A+, Network+, Security+, or similar certifications preferred.
  • Familiarity with ITIL practices and service management methodologies.
  • Experience working alongside MSPs, vendors, or offshore support teams.
  • Exposure to cloud platforms such as AWS or Azure is a plus.

Additional Considerations:

• Hybrid position based in the Orlando, FL area with periodic onsite support required.
• Reliable transportation required for onsite visits, office support, and hardware logistics.
• Must be comfortable supporting both corporate and clinical operations in a fast-paced healthcare environment.
• Ability to prioritize competing requests, adapt quickly, and maintain professionalism under pressure.
• Strong customer service mindset with excellent written and verbal communication skills.
• Willingness to occasionally provide after-hours or emergency support when required.

Job Type: Full-time

Location: Hybrid Role

About Woundtech

Woundtech is a leader in specialized wound care, providing patients with cutting-edge treatment when and where they need it most, including in the comfort of their homes. Our solutions reduce the time to treatment, accelerate healing, and significantly lower costs for both patients and providers. We strive for better patient outcomes, fewer hospitalizations, and minimized amputations.

At Woundtech, we are transforming healthcare by building platforms and algorithms that enhance clinical outcomes and streamline the patient and provider experience. You'll be part of a team solving complex problems in clinical advancement and logistics that are shaping the future of HealthTech.

We foster a highly collaborative culture where every team member's impact is felt daily. Learn more about us at http://www.woundtech.net.