Tier 2 Technical Support Analyst

The Tier 2 Technical Support Analyst serves as a key technical leader responsible for resolving complex, high-priority escalations and maintaining business-critical IT operations nationwide. Operating with high autonomy, this role drives technical decision-making across advanced infrastructure, network systems, telephony, and specialized clinical hardware.

By combining advanced troubleshooting expertise with continuous process improvement, chatbot workflow engineering, and Tier 1 mentorship, the Specialist ensures seamless service continuity, elevates organizational IT capabilities, and mitigates operational risk across healthcare environments.

Primary Job Duties

• Tier 2 Escalation & Remote User Support: Resolve complex, high-priority Tier 2 technical escalations and conduct advanced remote diagnostic sessions to ensure operational continuity for end users.
• Network Infrastructure & Troubleshooting: Perform complex network troubleshooting and infrastructure setup, managing Meraki firewalls, switches, access points, VPNs, VLANs, and DNS configurations.
• Hardware & Medical Device Support: Oversee specialized hardware deployments, integrations, and diagnostics, including critical clinical equipment (EKG, ECG, Spirometry) and point-of-sale systems.
• Endpoint Management & Imaging: Manage endpoint lifecycle operations via NinjaOne, directing system onboarding, offboarding, baseline imaging, and software deployment security controls.
• IT Procurement & Vendor Coordination: Coordinate IT procurement and manage external technical field contractors to ensure seamless physical and operational dispatch execution.
• Google Workspace Administration: Manage Google Workspace administration, governing directory structures, group permissions, and enterprise access security controls.
• 8x8 Telephony Administration: Administer enterprise 8x8 telephony infrastructure, executing critical modifications to call queues, access permissions, call routing, and auto-attendant scripts.
• AI Initiatives & Chatbot Support: Drive organizational AI integration by engineering, maintaining, and optimizing automated chatbot workflows (e.g., Cognigy) to streamline operational support.
• Tier 1 Support, Training & Upskilling: Provide critical overflow support while delivering technical mentorship and training to Tier 1 teams to elevate service desk capabilities and resolution efficiency.
• Operational & Go-Live Support: Provide real-time technical leadership and incident resolution during care center go-lives and cross-functional IT operations.
• Documentation & Continuous Improvement: Develop standard operating procedures, technical playbooks, and knowledge base assets to drive systematic operational improvements.
• Other duties as assigned.

• Bachelor's degree or commensurate experience preferred.
• 2+ years of work-related experience in IT desktop support, network administration, or technical operations (healthcare environment experience preferred).
• Strong technical background supporting Google Workspace, Ninja One (or equivalent RMM/imaging platforms), ConnectWise, and Salesforce.
• Hands-on administration experience with 8x8 VoIP/telephony systems (queue routing, auto-attendants, call scripts).
• Proven understanding of core IT infrastructure and networking concepts (Active Directory, Group Policy, DNS, DHCP, SSL, OSI Model, Firewalls, VLANs, VPNs, and TCP/IP).
• Hands-on troubleshooting experience with standard IT hardware (workstations, printers), credit card machine hardware, and medical peripherals (EKG, ECG, Spirometry).
• Experience with Cisco Meraki hardware, dashboard configuration, and firewall troubleshooting.
• Experience creating IT procurement quote builds and coordinating equipment provisioning.
• Demonstrated experience conducting scheduled remote troubleshooting sessions with end users and upskilling/mentoring Tier 1 support technicians.
• Outstanding communication, customer service, and analytical problem-solving skills with high attention to detail.
• Ability to work independently in a fully remote environment with minimal supervision while maintaining high productivity and quality standards.

The salary range for this role is $72,000.00 to $85,000.00 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 15%. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location