IT Helpdesk Technician- Second Level

Austen Riggs Center•Stockbridge, MA

14h

About The Position

We are seeking an experienced and technically proficient Second Level Helpdesk Technician to serve as a critical escalation point for our IT Service Desk within our clinical environment. This role requires deeper technical knowledge and advanced troubleshooting skills to resolve complex incidents that Tier 1 cannot resolve. The Second Level Technician is essential in maintaining high availability and optimal performance of all clinical and administrative IT systems.

Requirements

Associate's degree in IT, Computer Science or related field; Bachelor's degree preferred.
3+ years of progressive experience in IT helpdesk or desktop support role, with at least 1 year at a Tier 2/Level 2 capacity.
Prior experience in a clinical, hospital or highly regulated healthcare environment is required.
Expert troubleshooting of Windows 10/11 operating systems and the Microsoft Office 365 suite.
Strong working knowledge of Active Directory for user and computer object management, Group Policy, and security permissions.
Proficient in intermediate networking concepts (VLANs, DHCP, subnets, firewall rules as they impact the client).
Demonstrated experience supporting and troubleshooting EHR interfaces or access (e.g., Epic/Cerner front-end troubleshooting).
Experience with Salesforce
Excellent problem solving skills
Strong organizational and time management skills to handle multiple projects and competing priorities
Professional and effective communication skills both verbal and in writing when dealing with clinical staff and administrative leadership.

Nice To Haves

Certification such as CompTIA Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101).
Experience with Mobile Device Management (MDM) solutions.
Experience with specialized troubleshooting tools (e.g., packet sniffers, performance monitors).

Responsibilities

Act as the primary escalation point for unresolved issues from Tier 1, providing advanced troubleshooting and root cause analysis for complex hardware, software, network, and application issues.
Resolve issues related to specialized clinical applications, including deeper support for Electronic Health Records (EHR) systems (e.g., Epic, Cerner, Salesforce) access, configuration errors, and printing issues from clinical devices.
Troubleshoot and resolve problems related to server connectivity, Active Directory group policy application, and complex user permission issues in a Microsoft environment.
Perform intermediate administration tasks for end-user systems, including patch management verification, endpoint security agent troubleshooting, and image deployment.
Assist in the maintenance and configuration of end-user VPN access and remote connectivity solutions.
Conduct proactive health checks and routine maintenance on critical workstations and shared clinical equipment.
Document advanced troubleshooting steps, technical solutions, and root cause analysis in the ticketing system and the IT knowledge base.
Create and deliver training and technical guidance to Tier 1 technicians to improve first-call resolution rates.
Develop and maintain Standard Operating Procedures (SOPs) for common or recurring Tier 2 issues.
Help develop and coordinate employee trainings on internal systems and IT processes.
Collaborate closely with other IT staff to resolve cross-functional issues.
Participate in IT projects, including system upgrades, deployment of new clinical technologies, and site migrations, often serving as the technical deployment lead.
Ensure strict adherence to HIPAA, HITECH, and organizational data security policies during all troubleshooting and administrative tasks.