Tier II Support Specialist - Healthcare

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.

SPECIFIC RESPONSIBILITIES: Other duties may be assigned to meet business needs.

Primary Responsibilities:

• Advanced Technical Support: Serve as a primary point of contact for end users requiring advanced technical assistance, and act as an escalation resource—guiding and mentoring Tier I team members to quickly and effectively resolve support issues.
• Customer-Centric Problem Solving: Proactively engage with clients through in-depth discussions—whether remote, via phone, or in-person—to clearly identify IT challenges and deliver precise, effective solutions.
• Efficient Ticket Management: Maintain precise, up-to-date documentation of support tickets, clearly detailing troubleshooting steps, progress updates, resolutions, and ensuring transparency through to completion.
• Team-Based Collaboration: Work closely with other teams, promoting collaborative problem-solving to swiftly address complex system and network issues, while contributing your own specialized expertise.
• Server and Infrastructure Management: Play a pivotal role in server administration, network backups, installations, and impactful IT projects, consistently improving client technology environments.
• VoIP and Network Support: Oversee and support advanced communications solutions such as MS Teams Voice, third-party VoIP systems, and Meraki/Sophos network infrastructures across diverse healthcare locations.
• Technical Leadership and Expertise: Utilize your strong technical skills in Active Directory, MS Exchange, Azure AD Connect, Microsoft 365 Suite (OneDrive, SharePoint, SSO, MFA), Intune, Cisco Meraki, ProofPoint, and specialized healthcare technologies to drive high-quality IT services.
• Relationship Building and Communication: Foster positive and lasting relationships with internal teams, customers, and vendors through clear, professional, and effective communication, contributing to a collaborative, supportive work culture.

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; protect PHI/ePHI; apply least-privilege and minimum-necessary access; validate authorization before access or disclosure; and follow incident-reporting 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.
• Clinical Operations Awareness: Assess the business and patient-care impact of outages, coordinate with authorized client contacts, and prioritize restoration of critical services without making clinical decisions.
• Controlled Change: Follow maintenance-window, backup, testing, rollback, and approval requirements for changes that could affect clinical or business operations.

Requirements

REQUIRED SKILLS AND EXPERIENCE:

• Education and Experience: Bachelor's degree in Computer Science, or an equivalent combination of relevant experience and certifications, plus at least 2 years of progressive IT support experience, including intermediate or escalated support responsibilities.
• Ambulatory Surgical Center Experience: Previous IT support experience in Ambulatory Surgical Centers is highly desirable and is evaluated independently from the certification requirement; it does not substitute for the required credential.
• Technical Proficiency: Strong hands-on experience with the Microsoft 365 suite, including Entra ID (Azure AD), Active Directory, MFA, Intune, Teams Voice/VoIP, and SharePoint. General proficiency in networking fundamentals, PC/laptop troubleshooting, backup solutions, and cloud-based technologies.
• Documentation and Communication: Excellent documentation skills, including the ability to record procedures and issue resolutions clearly and maintain accurate records.
• Professional Attributes: A proactive, self-motivated individual dedicated to continuous professional growth and improvement of both personal skills and the IT environment, with a strong sense of accountability, responsibility, and pride in consistently delivering quality work.

REQUIRED CERTIFICATIONS AND TRAINING:

• Healthcare and Security Training: Complete Proven IT-approved HIPAA Privacy, Security, and Breach Notification training, role-based PHI handling training, and security-awareness training within 30 days and annually thereafter.
• Certification Requirement: Must hold at hire or obtain within 120 days of hire or promotion at least one credential listed under Recommended Tier II Support Certifications.

Recommended Tier II Support Certifications:

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate (MS-721)
• CompTIA Network+
• CompTIA Security+
• Cisco Certified Network Associate (CCNA)
• Cisco Meraki Solutions Specialist (500-220 ECMS)

Certification maintenance: Credentials used to satisfy this requirement must remain active where renewal applies; an official successor or manager-approved equivalent may be accepted.

PREFERRED QUALIFICATIONS:

• Preferred: Prior MSP experience and direct support experience in multi-site healthcare or Ambulatory Surgical Center environments.

Benefits

GROUP HEALTH INSURANCE:  After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available through Mutual of Omaha as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE:  After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time.  The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals. 

FINANCIAL ADVISORY SERVICES:  Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.  

PERMISSIVE TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.

PARENTAL LEAVE: Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24-months of service may take the same amount of unpaid time off.

FITNESS CENTER:  Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees 24/7 Monday through Sunday. Employees utilize the gym equipment at their own risk.

Proven IT is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.