Desktop Support Engineer

Role overview

This regional desktop support role reports to the Global IT Director and is focused on making everyday end-user technology secure, reliable, and easy to use for Orion Health and other companies within the HEALWELL.ai Group. It sits at the frontline of the IT experience and plays a key part in shaping how employees feel about internal support.

What success in this role looks like

Strong performance in this position means employees consistently speak positively about IT support. Cases are resolved quickly, repeat incidents are reduced through root-cause analysis, and recurring manual work is streamlined through automation. All Orion Health and HEALWELL devices should be enrolled in mobile device management, encrypted, patched according to policy, and aligned with the current security baseline. New joiners and departing employees should be handled accurately and on schedule. Knowledge articles and runbooks should stay up to date, and every common request should have a self-service guide.

Key relationships

You will work closely with the Global IT Director, Global IT Services, Global Security, regional office leads, People & Culture for onboarding and offboarding, external partners, and employees across the business.

Core responsibilities

In this role, you will be the main contact for issues related to hardware, software, identity, and connectivity across macOS, Windows, iOS, and Android. You will log, investigate, and coordinate incidents so day-to-day work is interrupted as little as possible.

You will manage user access across Entra ID and Active Directory, including single sign-on, multi-factor authentication, conditional access, and entitlement management based on group membership. You will also process access requests, secure approvals, and support quarterly access reviews.

Endpoint management will be part of your day-to-day work, including provisioning, configuring, and retiring devices using MDM tools such as JAMF for macOS and ManageEngine for Windows. You will maintain configuration profiles, compliance controls, and patch standards.

You will support hiring and exit processes by preparing a smooth first-day experience for new employees, setting up devices, accounts, and access, and helping them get oriented. When employees leave, you will remove access immediately, collect hardware, and ensure no accounts are left behind.

You will also contribute to internal documentation by creating and maintaining runbooks, user guides, and operating procedures for the IT knowledge base.

Local office network support will include Wi-Fi troubleshooting and escalation to the ISP when needed, while anything larger will be handled in partnership with the network team.

Asset tracking will be another important area, requiring you to keep hardware and software records accurate across the full lifecycle from purchase through deployment, refresh, retirement, and disposal.

You will support meeting-room audio/visual systems and collaboration tools so hybrid meetings function as smoothly as in-person sessions.

Behavioural and technical capabilities

The ideal person brings a customer-first mindset, showing patience and empathy with both technical and non-technical users. Clear communication is important, as is comfort working with colleagues at all levels of the organization, including senior leadership.

You should be comfortable working across regions and time zones as part of a global team, and you should naturally document fixes and keep the knowledge base current. A proactive, flexible mindset is valued, along with the ability to spot useful work without waiting for direction.

Technical strengths should include endpoint administration, identity and access management, modern operating systems, Microsoft 365, and IT service tools. A practical understanding of patching, vulnerability management, and troubleshooting failed updates is also important.

Experience and qualifications

This role calls for at least 2 years of experience in desktop support, IT support, or end-user computing. Experience supporting a distributed or hybrid workforce with macOS, Windows, and mobile devices is required, along with hands-on exposure to at least one MDM platform and one identity platform in production. You should also have experience writing technical documentation and working ticket queues against service-level targets.

A tertiary qualification in a relevant field is preferred, though industry certifications such as CompTIA A+, Network+, Security+, or ITIL Foundation are also acceptable, as is equivalent practical IT experience.

Additional information

This position is expected to reflect Orion Health Values in day-to-day work. The role also emphasizes continual improvement, including identifying opportunities for AI-assisted support, automation, and process enhancements that improve efficiency across the IT function.