IT Support Engineer - Part-Time/Onsite/Buffalo, NY or Boston, MA

About Brook Inc

Brook Health is a digital health company. Brook offers a set of products and services extending health-care-management beyond the walls of doctors’ offices and into people’s homes and their day-to-day lives. Brook provides people who are living with chronic conditions a highly personalized high-touch support via a smartphone app offering AI tools, data collection through connected devices, and real-time access to health coaches to make smart, daily decisions and to build healthy habits to achieve their long-term health goals. Brook also offers a CDC-approved preventative program for people who are at high risk for diabetes. For primary care providers, Brook offers SaaS tools for continuous remote monitoring, providing insights into their patient’s health needs, enabling a new model of care, and early preventative interventions with our own care delivery team resulting in better health outcomes.

Brook offers a dynamic work experience with team members in multiple time zones. We have a fast-paced, user-centric, high-expectation, constantly-improving-ourselves type of culture. Our goal is to change the approach to pre-condition and chronic condition care management, to use technology to support health-care providers in improving patients’ health outcomes.

Job Overview:

The IT Support Engineer will support the Security Engineer in managing Brook's IT infrastructure and ensuring compliance with organizational security and operational standards. This role emphasizes help desk support, and contributing to improving and maintaining a secure IT environment.

Responsibilities:

1. IT Support & Help Desk Management
2. • Act as the primary point of contact for employee IT issues, escalating issues as needed.
   • Maintain a log of reported issues, their resolution, and any ongoing or unresolved challenges in the help desk ticketing system.
   • Troubleshoot and resolve software and hardware issues across a range of devices.
3. Hardware & Software Configuration
4. • Prepare and set up new computers (Mac and Windows) ensuring they meet IT & security requirements and policies.
   • Support onboarding by training new employees on Brook’s IT systems and security protocols.
   • Ensure all devices are enrolled in the company’s MDM system with the correct configuration.
5. Infrastructure Management
6. • Oversee and manage the company’s IT infrastructure, including Google Workspace, Slack, Office 365, and other SaaS platforms.
   • Monitor system performance and support the Security Engineer in managing updates and patch deployments.
   • Coordinate with third-party vendors for integrations, troubleshooting, and updates.
   • Assist in the evaluation and deployment of new software or platforms to meet business needs.
7. General IT Tasks
8. • Develop and maintain documentation on IT processes, protocols, and systems in use.
   • Help ensure compliance with HIPAA and SOC2 standards through adherence to security and access controls.
   • Stay updated on the latest technology trends and potential fit for company needs.
9. Other duties as assigned.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field is a plus.
• Minimum of 2 years of relevant IT experience.
• Knowledge of IT best practices, including ticketing systems, end-user communication, remote support, and incident reporting.
• Experience with Microsoft Office 365, Intune, Entra ID, Slack, Notion and other workplace services.
• Experience with monitoring and managing user identities, groups and devices.
• Excellent communication skills with the ability to explain technical terms in an understandable manner.
• Proven ability to work independently and manage multiple tasks simultaneously.
• Strong analytical and problem-solving skills.
• Desire to adapt and learn new technologies & skills.

Work Schedule: Onsite, Part-Time, 20 hours per week. Approximately 4-5 hours a day onsite, 4-5 days a week. 

The pay range for this role is a hourly rate, based on experience, location and applicable knowledge.

<