Level 2 Technical Support Specialist

About This Role

Provide intermediate onsite technical support for hardware, software, and network issues for healthcare clients in Long Island. Troubleshoot escalated tickets and assist with system deployments, upgrades, and implementations.

Responsibilities

• Provide intermediate onsite technical support for hardware, software, and network issues affecting our Long Island healthcare clients
• Troubleshoot and resolve escalated tickets from Level 1 support, ensuring timely and effective solutions
• Support and maintain EHR software, medical diagnostic equipment, and clinical review software
• Perform onsite diagnostics, user account management, and system maintenance tasks using Azure and Intune
• Assist the Project Engineering team with system deployments, upgrades, and implementations
• Utilize ConnectWise to manage service requests, document resolutions, and track time effectively
• Maintain detailed documentation of issues, solutions, and system configurations
• Participate in on-call rotation to provide after-hours support for critical client issues
• Escalate complex issues to Level 3 support when appropriate
• Provide excellent customer service and build strong relationships with clients

Requirements

• Minimum 2 years of experience in a Level 2 helpdesk or technical support role
• Experience with Windows 10/11, Office 365, and basic Active Directory tasks
• Working knowledge of Azure cloud services and Intune device management
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPNs
• Experience with printer setup, peripheral troubleshooting, and mobile device support
• Proficiency in remote and onsite support tools and techniques
• Strong troubleshooting and problem-solving skills
• Excellent communication skills with ability to explain technical concepts to non-technical users
• Self-motivated with ability to work independently and manage time effectively
• Customer service oriented with a commitment to client satisfaction
• Valid driver's license and reliable transportation for travel to client sites across Long Island
• Availability for on-call rotation

Qualifications

• Minimum 2 years of experience in a Level 2 helpdesk or technical support role.

Nice to Have

• Familiarity with EHR systems and healthcare technology environments
• Experience with ConnectWise or similar PSA/ticketing systems

Skills

* Required skills

Benefits