IT Support Engineer

RQI Partners is a mission-driven partnership between the American Heart Association and Laerdal Medical, transforming how resuscitation training is delivered so more people receive lifesaving care. We work across the healthcare landscape to ensure clinicians and lay responders are confident and competent — every patient, every time.

About the role

The IT Support Engineer is responsible for managing and maintaining the RQI Partners IT hardware, software support services, and overseeing the security and performance of cloud-based infrastructure. This role demands a robust technical foundation, with expertise in troubleshooting, system security, and cloud technologies. The successful candidate will ensure operational excellence in IT support while implementing strong cyber security measures to safeguard information assets.

Responsibilities

• Install, configure, and maintain IT hardware including computers, servers, peripherals, and networking devices.
• Provide comprehensive support for operating systems, office software, and specialized applications.
• Troubleshoot and resolve hardware and software issues, ensuring minimal downtime.
• Assist in technology upgrades and rollouts and manage inventory of IT assets.
• Assist in provisioning and support of cell phones within the organization.
• Monitor IT environments for security incidents and vulnerabilities.
• Implement and maintain cyber security tools and practices such as firewalls, antivirus software, and intrusion detection systems.
• Conduct regular security assessments and participate in security audits to ensure compliance with internal policies and external regulations.
• Stay abreast of the latest in security technology and strategies to defend against potential threats.
• Design, deploy, and manage cloud solutions across multiple platforms (e.g., AWS, Azure, Google Cloud).
• Optimize cloud resources for performance, scalability, and cost-efficiency.
• Ensure robust data backup and disaster recovery procedures are in place.
• Collaborate with development teams to facilitate the deployment of new applications into cloud environments.
• Provide first-line support to end-users, offering solutions in a timely and friendly manner.
• Monitor and resolve FreshService tickets in a timely manner compliant with the SLAs.
• Train staff on new hardware/software deployments and promote best practices in cyber security.
• Document troubleshooting procedures and user guides for internal knowledge sharing.
• Participate in IT projects, from planning through to implementation, working closely with cross-functional teams.
• Coordinate with vendors and external service providers to resolve technical issues.
• Communicate effectively with IT and non-IT staff to ensure clear understanding of IT systems and projects.

Requirements

• Bachelor’s degree in information technology, Computer Science, Cyber Security, or related field.
• Minimum of 3 years of experience in IT support, cyber security, and/or cloud infrastructure management.
• Excellent problem-solving skills and ability to prioritize tasks.
• Strong interpersonal skills with the ability to communicate technical information to non-technical users.
• Solid understanding of network architecture, cloud technologies, and cyber security principles.
• Proficient in managing hardware and software across various operating systems.
• Occasional evening or weekend work to handle emergencies.
• On-call availability for urgent IT support and security issues.
• Occasional travel may be required.

Qualifications

Certifications like CompTIA A+, Network+, Security+, AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect, or Google Cloud Certified are highly desirable.

Pay

The estimated annual base salary for this position is $75,000 to $85,000. The salary offered depends on a variety of factors, including the qualifications of the individual applicant, level of education attained, professional certifications, and years of relevant experience.

Benefits

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance
• Paid Family Leave