InnovaCare Management Services Company, LLC
The IT Support Technician II will play a critical role in delivering advanced technical support across InnovaCare Health’s clinical care delivery 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 & User Engagement
- Provide end-user support, fulfilling requests and troubleshooting hardware/software incidents.
- Address escalated incidents from the IT Service Desk and Tier I technicians
- Visit regional office locations as needed to address on-site support issues, engaging with customers.
- Utilize remote tools and utilities for efficient support resolution, ensuring service level standards of timely response and quality assurance are maintained.
- Document incidents using service desk systems or tools.
- Effectively communicate with end-users, providing customer service excellence through expectation management.
- Identify and recommend automation or self-service enhancements to improve support efficiency.
- Deliver onboarding and training sessions for new users.
- Educate staff on IT best practices, processes, and preventive measures.
- Perform root cause analysis and implement long-term solutions.
- Troubleshoot basic Network connectivity problems for both wired and wireless configurations.
- Travel to physician practices, clinics, regional offices, and other company locations as required to perform on-site support, equipment deployment, troubleshooting, maintenance, and project-related activities.
- Participate in the IT after-hours on-call rotation and respond to critical incidents, outages, and urgent business needs outside of normal business hours.
System Administration
- Perform administrative tasks and troubleshoot enterprise systems delivery to end-users, ie Microsoft 365, Azure Active Directory, Intune, Windows, etc.
- Manage user accounts, permissions, and group policies.
- Support endpoint management, imaging, and deployment processes.
- Support enterprise applications and backend infrastructure.
Security & Compliance
- Ensure adherence to HIPAA and internal data protection policies.
- Maintain endpoint security through enterprise tools, ensuring alignment to standards and policy.
- Support backup and recovery operations.
Organizational Expectations
- Work closely with peer teams to collaborate on cross-functional issues or escalated items.
- Document solutions and contribute to the internal knowledge base.
- Monitor system performance and availability using enterprise tools.
- Effectively communicate with leadership regarding observations, situations, and expected needs
- Actively participate in department meetings, quarterlies, and annual evaluations
- Embrace the mission and vision of the technology department, in support of meeting the organizational goals and initiatives.
Minimum Required Education, Experience & Skills
- Industry related education, training, or certifications.
- 3+ years in service desk or technical support roles
- Experience supporting C-level users and distributed teams.
- Proficiency in Microsoft 365, Azure AD, Intune, Windows, ITIL, ITSM
- Excellent communication skills with clients and peers; verbal, written, listening, and phone skills.
- Strong organizational, multitasking, and documentation abilities.
- Self-motivated with an ability to work and effectively prioritize in a fast-paced environment.
- Advanced computer literacy skills.
- Ability to travel to assigned clinics and company locations throughout the service area as needed.
- Must be available to participate in a rotating after-hours on-call support schedule and respond to critical incidents outside of standard business hours.
Preferred Qualifications
- Associate degree in a technical discipline (Bachelor’s preferred).
- Industry-related certifications and trainings are a plus, ie A+, Network+, Security
- Previous experience working within a distributed organization, across multiple geographic sites
- Previous experience working within a healthcare or research environment, dealing with sensitive data standard compliance, such as HIPAA, NIST, PII, PCI, etc
Innovacare participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
