Tier II IT Support Specialist
Proven IT - Franklin, TN
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Tier II IT Support Specialist Franklin, TN ( Apply Job Type Full-time Description As a Tier II IT Support Specialist at Proven IT, you'll play a pivotal role in supporting our valued partners in the healthcare industry, specifically Ambulatory Surgical Centers. You'll be an essential part of a close-knit team, providing crucial IT assistance to end users. Your responsibilities will include handling IT-related requests, assisting with hardware setup and maintenance, participating in projects, conducting user training sessions, and contributing to continuous service improvements. This in-office position offers a dynamic and rewarding opportunity to make a significant impact on healthcare technology support. Responsibilities Advanced Technical Support:Serve as a key support resource for the Proven IT Tier I Engineers, the frontline of our customer's network and computer support. Needs Analysis and Resolution:Engage customers through comprehensive questioning, whether via phone or on-site visits, using remote tools to diagnose and address their IT requirements effectively. Ticket Management:Maintain organized records by consistently updating tickets with progress reports and resolutions. Collaborative Problem-Solving:Collaborate closely with both Tier I and Tier III teams, leveraging collective expertise to resolve complex customer issues. Apply logical thinking and in-depth knowledge to address intricate system and network problems, ensuring rapid solutions. Server Administration and Project Support:Utilize your technical proficiency to assist in server administration, network backups, installations, and special projects, driving technology enhancements. VoIP and Network Infrastructure:Manage and support MS Teams Voice, third-party VoIP systems, Meraki/Sophos network infrastructure across multiple locations, and other critical systems. Technical Expertise:Showcase core competencies in Active Directory, MS Exchange, Core MS O365 Services (AZ AD Connect, Email, OneDrive, SharePoint, SSO, MFA), Intune, Cisco Meraki, ProofPoint, various healthcare systems, and services. Effective Communication:Foster positive relationships with co-workers, customers, and vendors through clear and efficient communication, creating a collaborative and productive work environment. Additional Responsibilities Facility Assessments and Projects:Assist in evaluating new facilities, onboarding processes, and technology improvement projects. Recommendations and SOW:Identify and propose recommendations for new projects, creating Statements of Work (SOW) as needed. Technology Roadmaps:Collaborate on the development of technology roadmaps to enhance our IT infrastructure. Workflow Optimization:Employ your computer and network expertise to optimize customer workflows, ensuring seamless operations. Issue Elimination: Identify recurring support issues and devise strategies to prevent their recurrence. Automation:Implement deployment and management automation for efficiency and scalability. Documentation:Contribute to the creation of comprehensive documentation supporting environment management and support. Data/Information Security:Uphold strict confidentiality regarding sensitive client information, adhering to industry standards and legal requirements. Team Leadership:Provide leadership by cross-training team members and sharing your expertise. Travel and Emergency Response:Occasionally travel to customer sites and respond to 24/7 emergency outages as required. Certification Pursuit:Demonstrate your commitment to excellence by pursuing certifications related to Proven IT products, including software and hardware systems. Additional duties as assigned. Requirements Bachelor's degree in Computer Science or combination of related experience and certifications. 2 plus years of experience as Tier II. Working experience in Ambulatory Surgical Centers highly desired. Training or certification of general HIPAA. O365, MFA, Intune, Teams Voice and other VoIP, SharePoint, AD/AAD, Radius Auth. (implementation and support). Scripting, Git, Automation. Excellent documentation skills. Knowledge of infrastructure and systems automation. Knowledge of back up technology and cloud technology. Experience with key technologies mentioned above. Strong self-starter and ambition to constantly improve environment and Self. Strong sense of accountability and pride in work performed. Ability to climb stairs and ladder Must be able to work in confined spaces such as but not limited to server closets, under desks, etc. Must be able to lift up to 50 lbs. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions. While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 50 pounds regularly. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time.
Created: 2024-09-23