Onsite IT Support Technician II (Tier 2)

Interscripts•North Chicago, IL

8h•Onsite

About The Position

InterScripts, Inc. seeks a customer-focused Onsite IT Support Technician II to serve as its local, in-person technical support presence at veterinary emergency and specialty hospital facilities in the North Chicago area. This hands-on 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 is embedded onsite and is expected to work from hospital facilities during business hours as a visible and approachable representative of InterScripts IT support. The role provides desk-side and field support for endpoints, clinical peripherals, practice-management applications, payment hardware, communication systems, and basic network connectivity. The technician documents work in the IT service-management ticketing system, coordinates with remote support, infrastructure, identity and access management, financial systems, and vendor teams, and escalates issues with complete context. Success includes resolving critical outages quickly, maintaining a current local ticket backlog, reducing recurring ticket volume through proactive fixes, and earning hospital staff trust.

Requirements

At least 2 years of experience in desktop support, field technician work, or a Tier 2 service-desk role; healthcare, clinical, or other uptime-critical experience is ideal.
Hands-on troubleshooting experience with Windows endpoints, Microsoft 365/Teams, printers and peripherals, basic networking (connectivity, cabling, and Wi-Fi), 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 when to resolve locally and when to escalate.
Ability to work onsite in the North Chicago area during business hours, with flexibility for occasional extended or weekend coverage during incidents.
Ability to lift and move IT equipment 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, meeting service-level response and resolution targets.
Respond locally to business-critical outages, diagnose hardware, network, and application causes, and restore service or coordinate vendor repair.
Troubleshoot point-of-care and clinical peripherals, including EPOC/handheld analyzers and in-room connectivity issues affecting ICU and treatment areas.
Provide desk-side, hands-on support for EzyVet users, workstations, printers, label printers, scanners, and payment hardware.
Document work promptly and accurately in the ITSM ticketing system, keeping status, notes, and resolution details current.
Image, deploy, relocate, and decommission workstations and peripherals; manage local equipment inventory, shipments, and secure return or retrieval of company assets.
Support Microsoft 365/Teams, endpoints, VPN, and basic network connectivity at the site, escalating infrastructure issues to the appropriate InterScripts team.
Support Vocera and other in-facility communication and badge systems as needed.
Walk the floor proactively to identify recurring issues and recommend fixes that reduce ticket volume.
Provide friendly, patient, clear support to clinical and administrative staff, translating technical details into plain language.
Set expectations, provide outage updates, and follow up to confirm issues are fully resolved to users’ satisfaction.
Build working relationships with hospital leadership and represent InterScripts professionally and dependably onsite.
Partner with remote Tier 1/Tier 2, Infrastructure, IAM, Financial Systems, and vendor teams to resolve issues.
Escalate appropriately and provide complete, well-documented handoffs so critical issues retain clear ownership.