Level 2 support Technician- Healthcare IT

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

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

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

Chasing Connections is proud to partner with Dedicated IT - ranked #33 on CRN’s 2022 Fast Growth 150 List and recognized as one of the top 5 privately-owned MSPs in the U.S. - to find a talented Level 2 Support Technician for their Mid-Market Service division.

Dedicated IT is more than a Managed Service Provider. They’re healthcare’s trusted IT partner, known for a people-first culture, competitive benefits, and consistent year-over-year growth. They invest in their people through career development, certification support, and meaningful work-life balance.