Level 2 support Technician- Healthcare IT
Role details
Job location
Tech stack
Job description
Join our dynamic healthcare IT support team as a Level 2 Support Technician, where your technical expertise will directly impact the efficiency and security of healthcare technology systems. In this role, you will provide advanced support for a wide range of IT infrastructure components, troubleshoot complex software and hardware issues, and ensure seamless operation of critical healthcare applications. Your proactive approach and problem-solving skills will help maintain high standards of service delivery, enabling healthcare providers to deliver exceptional patient care. This is an exciting opportunity for motivated IT professionals eager to make a meaningful difference in the healthcare industry through innovative technology solutions., As a Level 2 Support Technician, you'll be on the front lines of delivering exceptional IT support to healthcare clients. You'll field tickets and calls, troubleshoot a wide range of issues, mentor teammates, and help shape the future of healthcare technology., * Resolve client issues through support tickets in accordance with SLA requirements
- Collaborate with clients, Service Delivery Managers, and Team Leads to ensure exceptional service
- Handle issues ranging from basic to complex as requested by end users
- Document detailed notes, track time accurately, and maintain technical documentation
- Manage email tickets and escalate to Escalation Engineers when needed, with thorough notes and recommendations
- Mentor teammates and train users on supported software and hardware
- Identify and communicate potential major incidents to the Team Lead
- Troubleshoot and create workarounds when standard procedures don't apply
- Assist with software installations and vendor management for client support
- Maintain timely case follow-up and keep clients informed
- Collaborate on client projects with the fCIO and POD teammates
Technical Requirements
- Desktop Support: Workstation hardware, software (Windows/Mac OS), and mobile devices
- O365 Administration & Troubleshooting: SharePoint, OneDrive, and collaboration tools
- Support Ticket Management: ConnectWise experience preferred; handling requests via calls, chat, and email
- Network & Connectivity: Basic troubleshooting for DNS, DHCP, VPN, and firewall configurations
- Windows & Virtual Server Support: File permissions, Active Directory administration, and more
- EMR/EHR Vendor Coordination: Liaison support for critical healthcare applications
- End-User Training & Mentorship: Promote best practices and build tech confidence among users
- Executive Support: Professional, responsive support for senior leadership
Requirements
Do you have experience in macOS?, Do you have a High school diploma or GED?, * High School Diploma or GED required
- 2-3 years of experience in a helpdesk or advanced technical role required
- Prior MSP experience required
- CompTIA A+, Network+, Security+, Cisco, or Microsoft certifications preferred
- Healthcare IT experience preferred (EMR systems, HIPAA compliance)
- ConnectWise experience a plus
Core Values They Hire For
- Collaborate - Team-first mindset; no ego
- Own - Take extreme ownership; go above and beyond
- Dedicated - Reliable, accountable, and consistent
- Empathize - Genuinely care for clients, partners, and colleagues
Benefits & conditions
Pulled from the full job description
- 401(k)
- Health insurance
- 401(k) matching
- Paid time off
- Vision insurance
- Dental insurance
- Paid holidays, Perks & Benefits
- Medical, dental, and vision coverage
- 401K with company match
- 8 paid holidays + 3 weeks PTO + 1 week sick leave
- Certification support and ongoing professional development
- Collaborative, people-focused culture, * 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance