Tier 2 Support Specialist

Description

At Clarest Health , we are dedicated to transforming patient care by providing innovative and efficient pharmacy services to healthcare facilities. Our commitment to excellence ensures that our automated dispensing solutions streamline medication management, improve patient outcomes, and enhance the overall efficiency of healthcare operations. As a part of the Clarest Health team, you'll be contributing to a mission-driven organization that is redefining the future of pharmacy services and making a meaningful impact on the lives of patients and healthcare professionals across the nation.

As a Tier 2 Support Specialist , you’ll play a key role in supporting our pharmacy operations through direct, hands-on IT support—helping our teams stay connected, efficient, and patient-focused. This is a great opportunity to make a meaningful impact while working with a collaborative team that values both technical expertise and service excellence.

Schedule : Monday - Friday 8:30AM – 5:00PM (some on-call support)

Reports To: Sr. Director of Technology Delivery

Location: 14700 Helm Ct, Plymouth, MI

Salary: $28.00 – $30.00 per hour (approx. $60K – $62K annually), non-exempt with overtime eligibility

What We Offer

• 401(k) with company match
• Comprehensive Medical, Dental and Vision Insurance (as low as $13.73/pay)
• Telemedicine / Free Virtual Care
• Paid Time Off
• Pet Insurance
• Referral Bonuses
• Life Insurance
• Culture that appreciates the work you do and the ideas you have
• Colleagues that share your customer focus and commitment to excellence
• Make a difference in the lives of others!
• We are growing and that means more opportunities
  
  

Key Responsibilities

• Provides IT support for technical issues involving Microsoft's core business applications and virtual environments built on Citrix, Microsoft, and VMware
• Provide IT support services for Zebra and Sato label printers and scanners, as well as multiple other label and laser printers
• Provides support services for Microsoft-related technologies, such as Windows Server, O365, SharePoint, etc.
• Provides technical support to end-users for hardware, software, and peripheral devices (i.e., Sage, Framework, Docutrack , print issues)
• Provides technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Provides remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Perform user account creation and disabling of accounts, including Active Directory management
• System documentation must be created, which will include system reviews and recommendations
• Communicate with end users as required, including informing them of incident progress and notifying them of impending changes or agreed outages
• Escalate and work with Engineering and Application support as needed to ensure resolution of issues
• Must adhere to Clarest’s Code of Conduct, follow Clarest Compliance policies and procedures, and report any suspected violations of any federal or state laws to either their direct supervisor, Human Resources, or the Compliance Officer
• Perform all other responsibilities as the manager assigns to support these and other duties in the department
  
  

Qualifications

• Associate degree in Information Technology or a related field plus one (1) year of technical support experience, OR a minimum of three (3) years of direct technical support experience (preferably in a pharmacy or healthcare environment)
• A and Network certifications (or equivalent) preferred
• Experience supporting Microsoft business applications, including Windows OS, Office 365, SharePoint, and Citrix environments
• Familiarity with virtual environments (Citrix, VMware)
• Experience with network infrastructure support including LAN/WAN, routers, firewalls, VPNs, and remote access solutions
• Proficient in providing end-user technical support across hardware, software, and peripherals (e.g., Sage, Framework, DocuTrack , printers)
• Experience with Active Directory, multiple label printers and laser printers
• Working knowledge of IT ticketing systems and change management protocols
  
  

Skills & Abilities

• Strong verbal and written communication skills with the ability to translate technical information to a non-technical audience
• Ability to build and maintain strong relationships with end users, technical teams, and cross-functional partners
• Problem-solver with strong critical thinking skills and the ability to analyze and troubleshoot complex issues
• Consultative mindset—takes initiative to understand business needs and propose effective IT solutions
• Demonstrated ability to work in a fast-paced, adaptable environment with shifting priorities
• Self-motivated, organized, and able to manage multiple technical tasks simultaneously
• Receptive to feedback, committed to continuous learning and professional growth
  
  

Physical Demands

This role requires the ability to lift and carry items weighing up to 20 pounds. The position involves standing and sitting for extended periods, as well as operating computers, phones, and other office equipment.

Clarest is an Equal Opportunity Employer. Reasonable accommodations will be made to enable individuals with disabilities to apply for a job or to perform the essential functions of their job. Please advise us if you require a reasonable accommodation.