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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier II IT Support Specialist - **Company:** Merrill Lynch - **Location:** Franklin, United States - **Experience:** Experienced - **Salary:** $65,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Multitier Architecture, Microsoft Windows, Active Directory, Backup Devices, VoIP, Cloud Computing, CompTIA Network+, CompTIA Security+, Cyber Security, Multi-Factor Authentication, Enterprise Content Management, Microsoft Exchange Server, Networking Basics, Azure Active Directory, Server Administration, Microsoft SharePoint, Computer Networking Systems, Internet Protocol Telephony, Office365, Microsoft InTune, Information Technology, Network Support, Cisco - **Published:** August 18, 2026 - **Apply:** https://www.dice.com/job-detail/f522b75a-dd13-4f51-835f-2a812174a12b ## About the Role * Education and Experience: Bachelor's degree in Computer Science, or an equivalent combination of relevant experience and certifications, plus at least 2 years of progressive IT support experience, including intermediate or escalated support responsibilities. * Ambulatory Surgical Center Experience: Previous IT support experience in Ambulatory Surgical Centers is highly desirable and is evaluated independently from the certification requirement; it does not substitute for the required credential. * Technical Proficiency: Strong hands-on experience with the Microsoft 365 suite, including Entra ID (Azure AD), Active Directory, MFA, Intune, Teams Voice/VoIP, and SharePoint. General proficiency in networking fundamentals, PC/laptop troubleshooting, backup solutions, and cloud-based technologies. * Documentation and Communication: Excellent documentation skills, including the ability to record procedures and issue resolutions clearly and maintain accurate records. * Professional Attributes: A proactive, self-motivated individual dedicated to continuous professional growth and improvement of both personal skills and the IT environment, with a strong sense of accountability, responsibility, and pride in consistently delivering quality work. REQUIRED CERTIFICATIONS AND TRAINING: * Healthcare and Security Training: Complete Proven IT-approved HIPAA Privacy, Security, and Breach Notification training, role-based PHI handling training, and security-awareness training within 30 days and annually thereafter. * Certification Requirement: Must hold at hire or obtain within 120 days of hire or promotion at least one credential listed under Recommended Tier II Support Certifications. Recommended Tier II Support Certifications: * Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) * Microsoft Certified: Identity and Access Administrator Associate (SC-300) * Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate (MS-721) * CompTIA Network+ * CompTIA Security+ * Cisco Certified Network Associate (CCNA) * Cisco Meraki Solutions Specialist (500-220 ECMS) Certification maintenance: Credentials used to satisfy this requirement must remain active where renewal applies; an official successor or manager-approved equivalent may be accepted., * Preferred: Prior MSP experience and direct support experience in multi-site healthcare or Ambulatory Surgical Center environments. ## Description As a Tier II IT Support Specialist at Proven IT, you'll play a pivotal role in supporting our valued partners in the healthcare industry, specifically Ambulatory Surgical Centers. You'll be an essential part of a close-knit team, providing crucial IT assistance to end users. Your responsibilities will include handling IT-related requests, assisting with hardware setup and maintenance, participating in projects, conducting user training sessions, and contributing to continuous service improvements. This in-office position offers a dynamic and rewarding opportunity to make a significant impact on healthcare technology support., SPECIFIC RESPONSIBILITIES : Other duties may be assigned to meet business needs., * Advanced Technical Support: Serve as a primary point of contact for end users requiring advanced technical assistance, and act as an escalation resource-guiding and mentoring Tier I team members to quickly and effectively resolve support issues. * Customer-Centric Problem Solving: Proactively engage with clients through in-depth discussions-whether remote, via phone, or in-person-to clearly identify IT challenges and deliver precise, effective solutions. * Efficient Ticket Management: Maintain precise, up-to-date documentation of support tickets, clearly detailing troubleshooting steps, progress updates, resolutions, and ensuring transparency through to completion. * Team-Based Collaboration: Work closely with other teams, promoting collaborative problem-solving to swiftly address complex system and network issues, while contributing your own specialized expertise. * Server and Infrastructure Management: Play a pivotal role in server administration, network backups, installations, and impactful IT projects, consistently improving client technology environments. * VoIP and Network Support: Oversee and support advanced communications solutions such as MS Teams Voice, third-party VoIP systems, and Meraki/Sophos network infrastructures across diverse healthcare locations. * Technical Leadership and Expertise: Utilize your strong technical skills in Active Directory, MS Exchange, Azure AD Connect, Microsoft 365 Suite (OneDrive, SharePoint, SSO, MFA), Intune, Cisco Meraki, ProofPoint, and specialized healthcare technologies to drive high-quality IT services. * Relationship Building and Communication: Foster positive and lasting relationships with internal teams, customers, and vendors through clear, professional, and effective communication, contributing to a collaborative, supportive work culture. Additional Responsibilities: * Facility Assessments and Projects: Assist in evaluating new facilities, onboarding processes, and technology improvement projects. * Recommendations and SOW: Identify and propose recommendations for new projects, creating Statements of Work (SOW) as needed. * Technology Roadmaps: Collaborate on the development of technology roadmaps to enhance our IT infrastructure. * Workflow Optimization: Employ your computer and network expertise to optimize customer workflows, ensuring seamless operations. * Issue Elimination: Identify recurring support issues and devise strategies to prevent their recurrence. * Automation: Implement deployment and management automation for efficiency and scalability. * Documentation: Contribute to the creation of comprehensive documentation supporting environment management and support. * Data/Information Security: Uphold strict confidentiality regarding sensitive client information; protect PHI/ePHI; apply least-privilege and minimum-necessary access; validate authorization before access or disclosure; and follow incident-reporting requirements. * Team Leadership: Provide leadership by cross-training team members and sharing your expertise. * Travel and Emergency Response: Occasionally travel to customer sites and respond to 24/7 emergency outages as required. * Certification Pursuit: Demonstrate your commitment to excellence by pursuing certifications related to Proven IT products, including software and hardware systems. * Clinical Operations Awareness: Assess the business and patient-care impact of outages, coordinate with authorized client contacts, and prioritize restoration of critical services without making clinical decisions. * Controlled Change: Follow maintenance-window, backup, testing, rollback, and approval requirements for changes that could affect clinical or business operations. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)