IT Support Specialist L2

The IT Support Specialist L2 provides advanced technical assistance, system maintenance, and executive-level support for U.S. operations. The role bridges daily help-desk resolution with endpoint administration, device compliance, and process documentation, ensuring reliable IT infrastructure and user satisfaction., * Resolve Tier 2 escalations and complex technical support tickets across hardware, software, and network systems.

• Manage endpoint security, device compliance, patching schedules, and inventory tracking.
• Support and administer Microsoft ecosystem tools including Entra ID, Intune, Azure AD, SharePoint, and Teams Voice.
• Provide advanced troubleshooting for Windows and macOS environments.
• Support onboarding and offboarding processes including account provisioning, access management, and device setup/retrieval.
• Provide direct technical support for C-Suite and executive users, including hardware, software, and connectivity issues.
• Document IT processes, troubleshooting steps, and system configurations in the IT knowledge base.
• Maintain and improve IT documentation standards to ensure operational consistency.
• Mentor L1 IT staff and interns, assisting with training, ticket triage, and escalation handling.
• Collaborate with global IT teams to ensure alignment on security standards, policies, and procedures.
• Support Microsoft 365 and Google Workspace administration tasks as needed.
• Assist with system access management, including user provisioning and deprovisioning.
• Identify recurring issues and contribute to long-term technical solutions and process improvements.
• Ensure adherence to IT security policies and compliance requirements. Perform additional technical and operational IT duties as assigned. *

Required:

• High school diploma or equivalent.
• 3+ years of technical support or IT helpdesk experience.
• Advanced knowledge of Windows and macOS environments.
• Experience with Microsoft 365 administration and Google Workspace.
• Strong experience handling escalated technical support issues and end-user support.

Preferred:

• CompTIA A+, Network+, Microsoft certifications (Entra, Intune, or related).
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Experience supporting executive-level users and enterprise environments.
• Experience working in multi-site or global IT operations.
• Familiarity with endpoint management, identity access systems, and security compliance frameworks.

Core Competencies

• Advanced technical troubleshooting and problem resolution.
• Endpoint management and IT security compliance.
• Microsoft 365 and cloud system administration.
• Professional communication and customer service.
• Mentorship and team collaboration.
• Time management and prioritization of escalated issues.
• Process documentation and knowledge management.
• Critical thinking and root cause analysis.
• Ability to support executive-level stakeholders.
• Adaptability in fast-paced IT environments.
• Cross-functional and global team collaboration.

Physicians Revenue Group Physicians Revenue Group is a full-service healthcare revenue cycle management and practice management. PRG partners with healthcare providers nationwide to deliver end-to-end solutions that include medical billing, coding, credentialing, denial management, compliance support, and revenue cycle optimization. With over two decades of industry experience, PRG is committed to helping medical practices improve financial performance, streamline operations, and reduce administrative burden so providers can focus on delivering quality patient care. The organization supports a wide range of specialties and leverages technology-driven processes and experienced teams to enhance efficiency, transparency, and reimbursement outcomes across the healthcare revenue cycle.