Onsite IT Support Technician II (Tier 2)

Interscripts, Inc.•North Chicago, IL

1d•Onsite

About The Position

InterScripts, Inc. seeks a customer-focused Onsite IT Support Technician II to serve as the onsite technical presence for service-desk support in North Chicago. This hands-on, in-office role resolves escalated Tier 2 incidents and service requests, restores business-critical systems such as payment terminals and point-of-care devices, and provides professional, empathetic support to hospital staff and leadership. The technician works from hospital facilities during business hours, remains visible and approachable to staff, and acts as the local representative of InterScripts IT support. The role involves resolving issues locally, coordinating with remote support and specialist teams, and providing occasional extended or weekend coverage during incidents.

Requirements

At least 2 years of experience in desktop support, field technician, or Tier 2 service-desk work.
Hands-on troubleshooting experience with Windows endpoints, Microsoft 365 and Teams, printers and peripherals, basic networking, and payment/POS or point-of-care hardware.
Strong customer-service orientation and excellent verbal and written communication skills.
Ability to remain calm and professional during outages and when supporting non-technical users.
Reliable, self-directed, and comfortable serving as the sole onsite IT presence, with sound judgment about resolving issues locally versus escalating.
Ability to work onsite in the North Chicago area during business hours and provide occasional extended or weekend coverage during incidents.
Ability to lift and move IT equipment weighing up to approximately 40 pounds and perform hands-on hardware work.
Authorization to work in the United States and ability to pass background screening consistent with InterScripts requirements.

Nice To Haves

Experience supporting veterinary or medical practice-management systems; EzyVet is strongly preferred, or comparable clinical/EHR applications.
Familiarity with payment processing or terminal platforms such as PayJunction and point-of-care analyzers such as EPOC.
Exposure to Vocera, Citrix/VDI, Okta/Entra ID, and enterprise ITSM ticketing tools.
CompTIA A+, Network+, Microsoft 365, or ITIL Foundation certification.

Responsibilities

Own and resolve escalated incidents and service requests for the Chicago site in accordance with service-level targets.
Respond to business-critical outages, diagnose hardware, network, and application-layer causes, and restore service or coordinate vendor repair.
Troubleshoot point-of-care and clinical peripherals, including EPOC handheld analyzers and connectivity issues in ICU and treatment areas.
Provide hands-on support for EzyVet users, workstations, printers, label printers, scanners, and payment hardware.
Document work accurately and promptly in the ITSM ticketing system, keeping ticket status, notes, and resolutions current.
Image, deploy, relocate, and decommission workstations and peripherals; manage local equipment inventory, shipments, and secure asset returns.
Support Microsoft 365, Teams, endpoints, VPN, and basic network connectivity, escalating infrastructure issues to the appropriate team.
Support Vocera and other in-facility communication and badge systems as needed.
Proactively walk the floor, identify recurring issues, and recommend fixes that reduce ticket volume.
Provide friendly, patient, clear support to clinical and administrative staff, explaining technical details in plain language.
Set expectations, provide outage updates, and follow up to confirm issues are resolved to users' satisfaction.
Build working relationships with hospital leadership and represent InterScripts professionally onsite.
Coordinate with remote Tier 1 and Tier 2 support, Infrastructure, IAM, Financial Systems, and vendors to resolve issues.
Escalate and hand off issues with complete documentation, ensuring critical issues retain clear ownership.