IT Infrastructure Support Engineer – L1

Job Summary:

We are seeking a proactive and customer-focused L1 IT Infrastructure Support Engineer with an interest in healthcare IT. In this role, you will serve as the first point of contact for IT incidents and service requests, providing frontline technical support to clinical and administrative staff. You will triage and resolve basic infrastructure issues, escalate complex problems to L2 support, and ensure timely resolution with minimal disruption to patient care operations. This role operates in a 24x7 healthcare environment with shift/on-call responsibilities. 

Role & Responsibilities:

• Act as the first point of contact for IT incidents via phone, email, or ticketing system.

• Triage, log, and resolve basic hardware, software, and connectivity issues for end users (clinicians, nurses, admin staff).

• Troubleshoot desktops, laptops, printers, scanners, and basic peripheral devices.

• Perform basic network connectivity checks (LAN/Wi-Fi) and escalate advanced issues to L2.

• Provide support for Windows OS, MS Office, and standard healthcare applications (EHR/EMR, PACS basic access, etc.).

• Reset passwords, manage user accounts, and handle basic Active Directory tasks.

• Assist with onboarding of new users – device setup, account creation, software installation.• Log and document all incidents, resolutions, and escalations in the ITSM ticketing tool per ITIL guidelines.

• Escalate unresolved or complex issues to L2 engineers with proper documentation.

• Support antivirus updates, basic patch application, and endpoint security as guided by L2/L3.

• Coordinate with vendors for hardware warranty claims, consumable procurement, and AMC support.

• Maintain IT asset inventory and update records for hardware movements.

• Adhere to HIPAA compliance guidelines and hospital IT security policies during all support activities.

• Participate in routine maintenance tasks during approved change windows. 

Technical Skills Required:

• Basic knowledge of Windows OS (Windows 10/11), MS Office Suite.

• Familiarity with Active Directory – password resets, account unlocks.

• Basic networking knowledge – IP addressing, LAN/Wi-Fi troubleshooting, cable patching.

• Hardware troubleshooting – desktops, laptops, printers, peripherals.

• Exposure to ITSM/ticketing tools (ServiceNow, Freshdesk, or similar).

• Basic understanding of backup processes and antivirus tools.

• Awareness of clinical IT systems (EHR/EMR, PACS) – training will be provided. 

Soft Skills:

• Good communication skills – ability to explain technical issues in simple language to non-technical clinical staff.

• Patient, empathetic, and customer-service oriented.

• Ability to work under pressure in a fast-paced, mission-critical healthcare environment.

• Team player with a willingness to learn and grow into L2 responsibilities.

• High sense of ownership and urgency.