What are the responsibilities and job description for the IT Service Desk Support – Level 2 position at InnovaCare Management Services Company, LLC?
InnovaCare Management Services Company, LLC
Technical Support & Troubleshooting
The IT Service Desk Support – Level 2 plays a critical role in delivering advanced technical support across InnovaCare’s enterprise IT 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 & Troubleshooting
- Resolve escalated incidents from Level 1 support, including hardware, software, and network issues.
- Perform root cause analysis and implement long-term solutions.
- Support enterprise applications and backend infrastructure.
- Visit various office locations on as needed basis (up to two times a week) to address on-site support issues.
- Identify and recommend automation or self-service enhancements to improve support efficiency.
System Administration
- Administer and troubleshoot Microsoft 365, Azure Active Directory, Intune, and Windows environments.
- Manage user accounts, permissions, and group policies.
- Support endpoint management, imaging, and deployment processes.
- Ensure adherence to HIPAA and internal data protection policies.
- Maintain endpoint security using Cisco Meraki Firewalls and Switches, and antivirus platforms.
- Support backup and recovery operations.
Collaboration & Escalation
- Work closely with infrastructure, application, and network teams.
- Escalate unresolved issues to vendors or system administrators.
- Document solutions and contribute to the internal knowledge base.
Monitoring & Reporting
- Monitor system performance and availability using enterprise tools.
- Analyze incident trends and recommend process improvements.
- Provide regular updates to IT leadership.
User Enablement
- Deliver onboarding and training sessions for new users.
- Educate staff on IT best practices and preventive measures.
- Maintain high levels of customer satisfaction through professional communication.
Qualifications
Education & Experience
- Associate degree in Computer Science or related field (Bachelor’s preferred).
- 3 years in service desk support, preferably in healthcare IT.
- Experience supporting C-level users and distributed teams.
Technical Skills
- Proficiency in Microsoft 365, Azure AD, Intune, Windows 10/11.
- Experience with Cloud based telephony platforms.
- Strong knowledge of endpoint security, networking fundamentals, and remote troubleshooting tools.
- Familiarity with Cisco Meraki and enterprise-grade firewalls/switches.
- Prior knowledge of ITSM tools and processes.
Soft Skills
- Excellent communication and customer service skills.
- Ability to explain technical concepts to non-technical users.
- Strong organizational, multitasking, and documentation abilities.
- Self-starter with a proactive approach to problem-solving.
Preferred Certifications
- CompTIA A , Network , Security
- Microsoft Certified: Modern Desktop Administrator Associate
- Cisco Certified Support Technician (CCST)
