PAM Health is seeking a highly motivated and skilled Mid-Level IT Engineer to join our growing team. This role is crucial in ensuring the smooth and efficient operation of our IT operations and infrastructure while also playing a key part in the implementation of new technologies and systems. The ideal candidate will possess a strong technical foundation, excellent problem-solving abilities, and a proactive approach to maintaining and improving our IT environment. This position requires a blend of operational expertise, end-user support skills utilizing ITIL processes, and hands-on implementation experience with a focus on modern endpoint management and strong communication skills.

• Provide day-to-day operational support for critical IT systems, including infrastructure, (servers, storage, applications and endpoints.)
• Troubleshoot and resolve technical issues in a timely and effective manner, escalating complex problems as needed.
• Participate in the planning, testing, and implementation of new IT infrastructure and solutions, including Virtual Desktop Infrastructure (VDI) environments.
• Assist in the configuration, maintenance, and monitoring of IT systems to ensure optimal performance and availability.
• Contribute to the development and maintenance of technical documentation, including standard operating procedures (SOPs) and knowledge base articles.
• Collaborate with other IT team members and departments to support business needs and projects.
• Perform regular system maintenance tasks, such as patching, upgrades, and backups.
• Monitor system performance and identify potential bottlenecks or areas for improvement.
• Ensure adherence to security policies and best practices, including endpoint protection measures.
• Participate in on-call rotation for after-hours support as required.
• Stay up to date with emerging technologies and industry trends.
• Provide end-user support following ITIL processes for incidents, problems, and change management.
• Manage and maintain end-user computing devices, including laptops, desktops, and mobile devices.
• Administer and support Virtual Desktop Infrastructure (VDI) environments.
• Perform IT asset management tasks, including tracking hardware and software inventory.
• Utilize tools like Microsoft Intune and Entra ID (Azure AD) for device management and user authentication.
• Conduct IT asset discovery to maintain an accurate inventory of IT resources.
• Identify opportunities for and implement IT automation to streamline routine tasks.
• Manage and maintain endpoint protection solutions to safeguard company assets.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.  
• Minimum of 3-5 years of experience in an IT support or engineering role.
• Solid understanding of core IT infrastructure components, including:
  • Windows and/or Linux server operating systems.
  • Networking concepts (TCP/IP, DNS, DHCP, VPN).
  • Storage solutions (SAN, NAS).
  • Virtualization technologies (e.g., VMware, Hyper-V).
  • Cloud platforms (e.g., AWS, Azure, GCP) is a plus.
• Experience supporting and managing Virtual Desktop Infrastructure (VDI) environments.
• Experience with scripting languages (e.g., PowerShell, Python, Bash) is desirable.
• Familiarity with monitoring and alerting tools.
• Strong analytical and problem-solving skills with a methodical approach to troubleshooting.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences.  
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• Ability to work independently and as part of a team.  
• Strong organizational skills and attention to detail.
• Relevant certifications (e.g., CompTIA Server+, Network+, Security+, Microsoft Certified: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate, ITIL certifications) are a plus.
• Demonstrated experience using ITIL processes for end-user support.
• Experience managing and maintaining end-user devices.
• Hands-on experience with Microsoft Intune and Entra ID (Azure AD).
• Familiarity with IT asset management principles and tools.
• Experience with IT asset discovery methods.
• Basic understanding of IT automation concepts and tools.
• Experience with endpoint protection solutions.

Preferred Qualifications:

• Experience with specific industry-related software or systems.
• Deeper knowledge of ITIL framework.
• Experience implementing and managing IT automation workflows.