Job description

In this role, you will be responsible for providing technical support to our healthcare clients and resolving complex issues related to their IT infrastructure. You will work closely with Tier 1 Support Engineers, Project Managers, and other technical teams to ensure that all issues are resolved in a timely and efficient manner.

Duties and Responsibilities:

• Provide Tier 2 technical support for our healthcare clients' IT infrastructure including servers, networks, and applications
• Troubleshoot and resolve complex issues related to hardware, software, and network infrastructure, and wireless technology
• Identify and escalate critical issues to Tier 3 support engineers and other technical teams
• Monitor systems and proactively identify potential issues before they become critical
• Communicate with clients to provide status updates on open tickets and resolution times
• Collaborate with Tier 1 support engineers to provide training and support on new systems and technologies
• Maintain accurate documentation of support tickets and resolutions in our documentation system
• Participate in on-call rotations to provide after-hours support as needed

Required Skills:

• Bachelor's degree in Computer Science, Information Systems, or related field
• Minimum of 3 years of experience in technical support roles
• Experience supporting healthcare clients is strongly preferred
• Experience with ConnectWise suite of products (Manage, Automate, Control)
• Strong knowledge of Microsoft Windows Server and Active Directory/Group Policy
• Experience with virtualization technologies such as VMware or Hyper-V
• Knowledge of networking protocols and infrastructure including TCP/IP, DNS, DHCP, and VPN
• Excellent communication and customer service skills
• Ability to work independently and in a team environment
• Ability to multitask and prioritize tasks in a fast-paced environment
• Available to participate in after-hours on-call rotations

We offer a competitive salary package, comprehensive benefits package, and opportunities for career advancement. If you are a highly motivated and experienced Tier 2 Support Engineer looking to join a dynamic and growing team, we encourage you to apply.

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Bowie, MD 20715: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person

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