Tier II Support Specialist - Healthcare

Proven Business Systems LLC • Franklin, TN

9d • $65,000 - $80,000 • Onsite

About The Position

As a Tier II IT Support Specialist at Proven IT, you'll play a pivotal role in supporting our valued partners in the healthcare industry, specifically Ambulatory Surgical Centers. You'll be an essential part of a close-knit team, providing crucial IT assistance to end users. Your responsibilities will include handling IT-related requests, assisting with hardware setup and maintenance, participating in projects, conducting user training sessions, and contributing to continuous service improvements. This in-office position offers a dynamic and rewarding opportunity to make a significant impact on healthcare technology support.

Requirements

• Bachelor's degree in Computer Science, or an equivalent combination of relevant experience and certifications, plus at least 2 years of progressive IT support experience, including intermediate or escalated support responsibilities.
• Previous IT support experience in Ambulatory Surgical Centers is highly desirable and is evaluated independently from the certification requirement; it does not substitute for the required credential.
• Strong hands-on experience with the Microsoft 365 suite, including Entra ID (Azure AD), Active Directory, MFA, Intune, Teams Voice/VoIP, and SharePoint.
• General proficiency in networking fundamentals, PC/laptop troubleshooting, backup solutions, and cloud-based technologies.
• Excellent documentation skills, including the ability to record procedures and issue resolutions clearly and maintain accurate records.
• A proactive, self-motivated individual dedicated to continuous professional growth and improvement of both personal skills and the IT environment, with a strong sense of accountability, responsibility, and pride in consistently delivering quality work.
• Complete Proven IT-approved HIPAA Privacy, Security, and Breach Notification training, role-based PHI handling training, and security-awareness training within 30 days and annually thereafter.
• Must hold at hire or obtain within 120 days of hire or promotion at least one credential listed under Recommended Tier II Support Certifications.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate (MS-721)
• CompTIA Network+
• CompTIA Security+
• Cisco Certified Network Associate (CCNA)
• Cisco Meraki Solutions Specialist (500-220 ECMS)
• Credentials used to satisfy this requirement must remain active where renewal applies; an official successor or manager-approved equivalent may be accepted.

Nice To Haves

• Prior MSP experience and direct support experience in multi-site healthcare or Ambulatory Surgical Center environments.

Responsibilities

• Serve as a primary point of contact for end users requiring advanced technical assistance, and act as an escalation resource—guiding and mentoring Tier I team members to quickly and effectively resolve support issues.
• Proactively engage with clients through in-depth discussions—whether remote, via phone, or in-person—to clearly identify IT challenges and deliver precise, effective solutions.
• Maintain precise, up-to-date documentation of support tickets, clearly detailing troubleshooting steps, progress updates, resolutions, and ensuring transparency through to completion.
• Work closely with other teams, promoting collaborative problem-solving to swiftly address complex system and network issues, while contributing your own specialized expertise.
• Play a pivotal role in server administration, network backups, installations, and impactful IT projects, consistently improving client technology environments.
• Oversee and support advanced communications solutions such as MS Teams Voice, third-party VoIP systems, and Meraki/Sophos network infrastructures across diverse healthcare locations.
• Utilize strong technical skills in Active Directory, MS Exchange, Azure AD Connect, Microsoft 365 Suite (OneDrive, SharePoint, SSO, MFA), Intune, Cisco Meraki, ProofPoint, and specialized healthcare technologies to drive high-quality IT services.
• Foster positive and lasting relationships with internal teams, customers, and vendors through clear, professional, and effective communication, contributing to a collaborative, supportive work culture.
• Assist in evaluating new facilities, onboarding processes, and technology improvement projects.
• Identify and propose recommendations for new projects, creating Statements of Work (SOW) as needed.
• Collaborate on the development of technology roadmaps to enhance our IT infrastructure.
• Employ computer and network expertise to optimize customer workflows, ensuring seamless operations.
• Identify recurring support issues and devise strategies to prevent their recurrence.
• Implement deployment and management automation for efficiency and scalability.
• Contribute to the creation of comprehensive documentation supporting environment management and support.
• Uphold strict confidentiality regarding sensitive client information; protect PHI/ePHI; apply least-privilege and minimum-necessary access; validate authorization before access or disclosure; and follow incident-reporting requirements.
• Provide leadership by cross-training team members and sharing expertise.
• Occasionally travel to customer sites and respond to 24/7 emergency outages as required.
• Demonstrate commitment to excellence by pursuing certifications related to Proven IT products, including software and hardware systems.
• Assess the business and patient-care impact of outages, coordinate with authorized client contacts, and prioritize restoration of critical services without making clinical decisions.
• Follow maintenance-window, backup, testing, rollback, and approval requirements for changes that could affect clinical or business operations.

Benefits

• Group health insurance (Cigna network, 2 PPO plans or High Deductible Health Plan with employer contributions to HSA)
• Dental benefits (Mutual of Omaha)
• Vision PPO plan (EyeMed network)
• Voluntary worksite benefits (critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance)
• Employee discount program
• Home and auto insurance services
• Commuter/transit FSA
• Employer provided Life/AD&D Insurance ($25,000)
• Employer provided Long-Term Disability (LTD) insurance
• Employee Assistance Program (Disability Resource Services through BlueCross BlueShield of Illinois)
• 401K Plan with employer match (100% of first 3% of deferrals plus 50% of the next 2%)
• Financial Advisory Services (Merrill Lynch)
• Permissive Time Off Policy
• Parental Leave (90-days paid Maternity leave, 10-days paid Paternity leave after 24-months of employment; unpaid time off for less than 24-months service)
• Free on-site fitness center

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level