IT Service Desk Support - Level 2

InnovaCare HealthOrlando, FL, US

19 hours ago

Job type

Full-time

Job description

Join to apply for the IT Service Desk Support – Level 2 role at InnovaCare Health

InnovaCare Management Services Company, LLC

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)

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Hospitals and Health Care

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