IT Support Engineer – Level 1

Job Title: IT Support Engineer – Level 1

Company: IT Practice

Location: Raleigh-Durham, NC (On-site)

Position Type: Contractor

About IT Practice

At IT Practice, we are more than just an IT company. We are clinical technology partners dedicated to supporting medical and dental practices, as well as local small businesses throughout the Triangle area. We know that when a client's network goes down, patient care stops. We go beyond reactive support by building hardened, highly secure digital environments that protect critical data and keep workflows seamless.

About the Role

We are seeking an energetic, customer-focused Level 1 IT Support Engineer to serve as the frontline support for our clinical and small business clients. You will handle basic tickets, resolve daily hardware and software issues, and deliver rapid, professional support to keep our clients running smoothly.

Key Responsibilities

• Serve as the primary point of contact for level 1 help desk tickets and technical requests.
• Troubleshoot hardware, software, peripheral, and basic connectivity issues across client environments.
• Manage user account creation, password resets, and permissions in Microsoft 365 and Active Directory.
• Configure and deploy workstations, laptops, and peripheral hardware for new client staff. Familiarity with power tools is preferred.
• Triage incoming requests and escalate complex clinical or infrastructure issues to Level 2/3 engineers with detailed notes.
• Maintain accurate documentation within our PSA/RMM tools and keep client inventories up to date.

Qualifications

• Experience: 0 to 2 years of experience in a help desk, MSP, or technical support environment.
• Technical Skills: Familiarity with Windows/Mac OS, Microsoft 365 administration, and basic networking (DNS, DHCP, IP configuration).
• Core Competencies: Strong customer service orientation, excellent written and verbal communication, and acute attention to detail.
• Nice to Have: Prior exposure to healthcare/dental workflows, HIPAA standards, or certifications like CompTIA A+ or Network+.

Compensation

• $15-25 per hour based on experience

Pay: $15.00 - $25.00 per hour

Work Location: In person