Tier 2 Technical Support Analyst at PriviaHealth

We are looking for a Senior Tier 2 Technical Support Analyst to join our team in a full-time, remote capacity. Our organization operates at the intersection of technology and healthcare, providing critical IT infrastructure that supports essential clinical services nationwide. In this role, you will act as a technical leader, managing complex escalations and ensuring that our business-critical systems remain stable and efficient. You will have the autonomy to make significant technical decisions while working across our network, telephony, and specialized clinical hardware environments.

Key outcomes

• Resolve high-priority technical escalations and perform advanced remote diagnostics to maintain seamless service for our users.
• Manage and troubleshoot complex network infrastructure, including Meraki firewalls, switches, VPNs, VLANs, and DNS configurations.
• Oversee the deployment and integration of specialized medical hardware, such as EKG and spirometry equipment, alongside point-of-sale systems.
• Direct endpoint lifecycle management using NinjaOne, covering everything from system imaging to security controls.
• Administer our Google Workspace environment and 8x8 telephony systems, including call routing and security permissions.
• Lead AI integration efforts by building and optimizing automated chatbot workflows to improve operational support.
• Provide mentorship and training to our Tier 1 support team to enhance overall service desk performance.
• Create technical documentation, playbooks, and standard operating procedures to drive continuous improvement across our IT operations.
• Coordinate with external vendors and manage IT procurement to ensure successful field operations.

Requirements

• Advanced experience in troubleshooting and managing complex IT environments.
• Proficiency with Google Workspace administration and enterprise security controls.
• Technical expertise in network management, specifically regarding VPNs, VLANs, and DNS.
• Strong background in healthcare IT operations and clinical hardware support.
• Proven ability to manage technical projects and provide management-level oversight for IT initiatives.
• Fluent in English, with excellent communication skills for documentation and team mentorship.

Compensation

We offer the flexibility of a remote work environment.

How to apply

If you are a senior technical professional who enjoys solving complex problems and supporting critical healthcare infrastructure, we invite you to submit your application. We look forward to reviewing your experience and discussing how you can contribute to our team.