It L2 Support Specialist

You Matter

• Make a difference every day in the lives of the underserved
• Excellent career growth opportunities
• Join a mission driven organization with a people first culture

Join Us And Find a Career That Supports

• Caring for overlooked, underserved, and vulnerable patients
• Autonomy in a warm team environment
• Growth and training
• Diversity, equity, inclusion, and belonging

Perks And Benefits

In addition to comprehensive benefits including medical, dental, vision, paid time off, and 401k, we foster a work, life balance for team members and their family to support physical, mental, and financial wellbeing including:

• Wellness program featuring fitness memberships and product discounts
• Employee Assistance Program (EAP) including free counseling and health coaching
• DailyPay, receive your money as you earn it!
• Tax free Health Spending Accounts (HSA)
• Tuition Assistance, student loan assistance, and dependent scholarships
• Preferred banking partnership and discounted rates for home and auto loans
• Company paid life insurance

Why Us

Now is your moment to make a difference in the lives of the underserved.

If there is one unifying characteristic of everyone on our team, it is the deep desire to make a difference by helping society's most vulnerable and often overlooked individuals. Every day we have the distinct honor and responsibility to show up with non-judgmental compassion to provide hope and healing to those who need it most. For those whose calling it is to serve others, now is your moment to join our mission to provide quality care to every patient with compassion, collaboration, and innovation, to live our mantra to “Always Do The Right Thing!”, and to collectively do our part to heal the world, one patient at a time.

How You Make a Difference

The IT L2 Support Specialist will be responsible for serving as the primary escalation point for all Level 1 Helpdesk personnel and bridging the gap between the helpdesk and the rest of IT. This position will work to resolve escalated issues or escalate to the proper IT Teams and provide End User Hardware support. The IT L2 Support Specialist will need to have a strong technical background and exceptional communication and problem-solving skills to handle complex support issues.

Key Responsibilities

• Provide technical support through phone, email, and chat to resolve technical end-user service and support requests, as well as assisting Level 1 Helpdesk personnel with escalations and technical questions.
• Resolves all Level 2 issues and elevates complex or high-priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.).
• Follow all standard operating procedures (SOP) through effective use of Knowledge Management, communicate with customers at all levels of technical and non-technical skill sets, and work collaboratively with people across the organization.
• Perform hardware deployment and support, peripheral deployment and support, diagnose and troubleshoot end-user desktop application issues, and follow up with end-users to provide status updates as per service level guidelines (SLA's).
• Support for PCs, laptops, printers, cell phones, and tablets, including but not limited to Microsoft Office, Adobe, SharePoint, VPN, and MDM (mobile device management) installation, modification, and repair.

We are an Equal Employment Opportunity / Affirmative Action Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees.

We encourage you to apply! If you are excited about a role but your experience doesn’t seem to align perfectly with every element of the job description, we encourage you to apply. You may be just the right candidate for this, or one of our many other roles.

Qualifications & Requirements

Education

• Bachelor’s Degree in Computer Science or commensurate experience

Experience

• Minimum of 2 years’ experience working in an IT Service Desk/inbound Call Center environment

Licenses/Certifications

• Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))