Tier II Support Specialist - Healthcare
$72,000–$72,000 year
On-siteFranklin, Tennessee, United States
Job Summary
Conduct advanced technical support for end users at Ambulatory Surgical Centers, acting as an escalation resource to guide Tier I team members. Manage server administration, network backups, and VoIP infrastructure while maintaining precise ticket documentation and troubleshooting steps. Collaborate on technology roadmaps, facility assessments, and workflow optimization to improve client environments. Respond to 24/7 emergency outages and occasionally travel to customer sites, prioritizing restoration of critical services without making clinical decisions. Uphold strict data security protocols regarding PHI and ePHI, ensuring least-privilege access and incident reporting.
Required Qualifications
- Bachelor's degree in Computer Science, or an equivalent combination of relevant experience and certifications
- At least 2 years of progressive IT support experience, including intermediate or escalated support responsibilities
- 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
- Excellent documentation skills, including the ability to record procedures and issue resolutions clearly and maintain accurate records
- 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
- 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
- Must hold at hire or obtain within 120 days of hire or promotion at least one credential listed under Recommended Tier II Support Certifications
Desired Qualifications
- Previous MSP experience and direct support experience in multi-site healthcare or Ambulatory Surgical Center environments
- Prior experience in Ambulatory Surgical Centers (evaluated independently from the certification requirement)
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