Tier 2 Technical Support Analyst

The Tier 2 Technical Support Analyst serves as a key technical leader responsible for resolving complex, high-priority escalations and maintaining business-critical IT operations nationwide. Operating with high autonomy, this role drives technical decision-making across advanced infrastructure, network systems, telephony, and specialized clinical hardware.

By combining advanced troubleshooting expertise with continuous process improvement, chatbot workflow engineering, and Tier 1 mentorship, the Specialist ensures seamless service continuity, elevates organizational IT capabilities, and mitigates operational risk across healthcare environments.

Primary Job Duties

• Tier 2 Escalation & Remote User Support: Resolve complex, high-priority Tier 2 technical escalations and conduct advanced remote diagnostic sessions to ensure operational continuity for end users.

• Network Infrastructure & Troubleshooting: Perform complex network troubleshooting and infrastructure setup, managing Meraki firewalls, switches, access points, VPNs, VLANs, and DNS configurations.

• Hardware & Medical Device Support: Oversee specialized hardware deployments, integrations, and diagnostics, including critical clinical equipment (EKG, ECG, Spirometry) and point-of-sale systems.

• Endpoint Management & Imaging: Manage endpoint lifecycle operations via NinjaOne, directing system onboarding, offboarding, baseline imaging, and software deployment security controls.

• IT Procurement & Vendor Coordination: Coordinate IT procurement and manage external technical field contractors to ensure seamless physical and operational dispatch execution.

• Google Workspace Administration: Manage Google Workspace administration, governing directory structures, group permissions, and enterprise access security controls.

• 8x8 Telephony Administration: Administer enterprise 8x8 telephony infrastructure, executing critical modifications to call queues, access permissions, call routing, and auto-attendant scripts.

• AI Initiatives & Chatbot Support: Drive organizational AI integration by engineering, maintaining, and optimizing automated chatbot workflows (e.g., Cognigy) to streamline operational support.

• Tier 1 Support, Training & Upskilling: Provide critical overflow support while delivering technical mentorship and training to Tier 1 teams to elevate service desk capabilities and resolution efficiency.

• Operational & Go-Live Support: Provide real-time technical leadership and incident resolution during care center go-lives and cross-functional IT operations.

• Documentation & Continuous Improvement: Develop standard operating procedures, technical playbooks, and knowledge base assets to drive systematic operational improvements.

• Other duties as assigned.