IT Technician (Tier 2)

The IT Technician (Tier 2) provides advanced technical support for enterprise-level users across Cantex Continuing Care Network. This role serves as the escalation point for issues unresolved by Tier 1, diagnosing and troubleshooting complex software, hardware, and network problems. The Tier 2 Technician supports Windows 10/11 systems, Azure AD, Office 365, and various clinical and business applications. Responsibilities include remote support, on-site visits, system configuration, hardware repair coordination, and knowledge base documentation. This position follows an 80/20 workflow: 80% remote support and 20% on-site support., * Research and identify solutions to software, hardware, and network issues

• Diagnose and troubleshoot technical problems, including account setup, Windows configuration, Azure AD, and Office 365

• Ask targeted questions to quickly identify root causes

• Track issues through resolution within established service-level expectations

• Create knowledge base articles and documentation for recurring issues

• Provide remote support via phone, email, chat, and remote desktop tools

• Escalate unresolved issues to internal teams when necessary

• Deliver prompt, accurate feedback and communication to end users

• Travel between office locations as needed to support on-site issues

• Perform hardware repairs and coordinate warranty service requests

• Use internal and external resources to provide accurate technical solutions

• Log all issues accurately in the ticketing system

• Prioritize and manage multiple open tickets simultaneously

• Follow up with users to ensure full functionality after troubleshooting

• Maintain positive, professional relationships with clients and team members

• Minimum 4 years of experience as an IT Technician, Desktop Support Engineer, or similar role

• Hands-on experience with Windows 10/11, Active Directory, Azure AD, and Office 365 environments

• Strong working knowledge of Office 365 applications (Word, Outlook, Excel)

• Solid understanding of computer systems, mobile devices, and related technologies

• Ability to diagnose and troubleshoot software, hardware, and network issues

• Familiarity with remote desktop tools and help desk ticketing systems

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical guidance verbally and in writing

• Ability to comply with all required health and safety protocols

Pulled from the full job description

• Continuing education credits
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance

• Life insurance, * Competitive pay

• Performance-based bonus opportunities

• Comprehensive health, dental, and vision insurance

• Additional supplemental benefits (life insurance, disability, accident, etc.)

• 401(k) with company match

• Generous paid time off (PTO/Sick)

• Clear career growth and advancement opportunities

• A supportive and vibrant company culture

• Many more employee perks and benefits, We are an Equal Opportunity Employer. We offer an excellent benefit plan to include 401(k) with match, CEU reimbursement, vacation, sick time, holidays, medical, dental, and supplemental insurance plans, as well as a highly competitive compensation package.