Tier 2 Technical Support Analyst

Stack

Responsibilities

• ▹Resolve complex, high-priority Tier 2 escalations and conduct advanced remote diagnostic sessions
• ▹Perform complex network troubleshooting and infrastructure setup, managing Meraki firewalls, switches, access points, VPNs, VLANs and DNS configurations
• ▹Oversee specialized hardware deployments, integrations and diagnostics, including clinical equipment (EKG, ECG, spirometry) and point-of-sale systems
• ▹Manage endpoint lifecycle via NinjaOne: onboarding, offboarding, baseline imaging and software deployment security controls
• ▹Coordinate IT procurement and manage external technical field contractors
• ▹Manage Google Workspace administration: directory structures, group permissions and access security controls
• ▹Administer 8x8 telephony: call queues, access permissions, call routing and auto-attendant scripts
• ▹Engineer, maintain and optimize automated chatbot workflows (e.g. Cognigy) as part of AI initiatives
• ▹Provide overflow support and technical mentorship and training to Tier 1 teams
• ▹Provide real-time technical leadership and incident resolution during care center go-lives and cross-functional IT operations
• ▹Develop standard operating procedures, technical playbooks and knowledge base assets

Requirements

• ▹2+ years of work-related experience in IT desktop support, network administration or technical operations (healthcare environment experience preferred)
• ▹Strong technical background supporting Google Workspace, NinjaOne (or equivalent RMM/imaging platforms), ConnectWise and Salesforce
• ▹Hands-on administration experience with 8x8 VoIP/telephony systems (queue routing, auto-attendants, call scripts)
• ▹Proven understanding of core IT infrastructure and networking concepts (Active Directory, Group Policy, DNS, DHCP, SSL, OSI model, firewalls, VLANs, VPNs, TCP/IP)
• ▹Hands-on troubleshooting experience with standard IT hardware (workstations, printers), credit card machine hardware and medical peripherals (EKG, ECG, spirometry)
• ▹Experience with Cisco Meraki hardware, dashboard configuration and firewall troubleshooting
• ▹Experience creating IT procurement quote builds and coordinating equipment provisioning
• ▹Demonstrated experience conducting scheduled remote troubleshooting sessions with end users and mentoring Tier 1 support technicians
• ▹Outstanding communication, customer service and analytical problem-solving skills with high attention to detail
• ▹Ability to work independently in a fully remote environment with minimal supervision
• ▹For remote work: minimum 5 Mbps download and 3 Mbps upload internet speed before the start of employment

Nice to have

• ▹Bachelor's degree or commensurate experience

Soft skills

What we offer

• ▹Base pay of USD 72,000 to 85,000 per year
• ▹Annual bonus eligibility, targeted at 15%
• ▹Medical, dental, vision, life and pet insurance
• ▹401K
• ▹Paid time off and wellness programs
• ▹Expense reimbursement for home internet for regular home-office workers
• ▹Fully remote work

About the company

Privia Health is a technology-driven, national physician enablement company that works with medical groups, health plans and health systems to optimize physician practices and improve patient experiences.