IT Service Desk Support – Level 2

It Service Desk Support – Level 2

The IT Service Desk Support – Level 2 plays a critical role in delivering advanced technical support across InnovaCare's enterprise IT environment. This position ensures the stability, security, and performance of end-user systems and services, with a strong focus on Microsoft technologies, healthcare compliance, and customer-centric service delivery.

Key Responsibilities

Technical Support & Troubleshooting • Resolve escalated incidents from Level 1 support, including hardware, software, and network issues.

• Perform root cause analysis and implement long-term solutions.

• Support enterprise applications and backend infrastructure.

• Visit various office locations on as needed basis (up to two times a week) to address on-site support issues.

• Identify and recommend automation or self-service enhancements to improve support efficiency.

System Administration • Administer and troubleshoot Microsoft 365, Azure Active Directory, Intune, and Windows environments.

• Manage user accounts, permissions, and group policies.

• Support endpoint management, imaging, and deployment processes.

Security & Compliance • Ensure adherence to HIPAA and internal data protection policies.

• Maintain endpoint security using Cisco Meraki Firewalls and Switches, and antivirus platforms.

• Support backup and recovery operations.

Collaboration & Escalation • Work closely with infrastructure, application, and network teams.

• Escalate unresolved issues to vendors or system administrators.

• Document solutions and contribute to the internal knowledge base.

Monitoring & Reporting • Monitor system performance and availability using enterprise tools.

• Analyze incident trends and recommend process improvements.

• Provide regular updates to IT leadership.

User Enablement • Deliver onboarding and training sessions for new users.

• Educate staff on IT best practices and preventive measures.

• Maintain high levels of customer satisfaction through professional communication.

Qualifications

Education & Experience • Associate degree in Computer Science or related field (Bachelor's preferred).

• 3+ years in service desk support, preferably in healthcare IT.

• Experience supporting C-level users and distributed teams.

Technical Skills • Proficiency in Microsoft 365, Azure AD, Intune, Windows 10/11.

• Experience with Cloud based telephony platforms.

• Strong knowledge of endpoint security, networking fundamentals, and remote troubleshooting tools.

• Familiarity with Cisco Meraki and enterprise-grade firewalls/switches.

• Prior knowledge of ITSM tools and processes.

Soft Skills • Excellent communication and customer service skills.

• Ability to explain technical concepts to non-technical users.

• Strong organizational, multitasking, and documentation abilities.

• Self-starter with a proactive approach to problem-solving.

Preferred Certifications • CompTIA A+, Network+, Security+ • Microsoft Certified: Modern Desktop Administrator Associate • Cisco Certified Support Technician (CCST)