Hybrid IT Support Technician, Level 2

at Infinx

• Job title: IT Support Technician, Level 2
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: MacOS
• Location requirements: Hybrid, Spring, United States

About the role

• Seeking Level 2 IT Support Technician at Infinx for providing advanced technical support. The role involves managing incidents and maintaining healthcare business applications in a hybrid work environment.

Responsibilities

• Act as the Tier 2 escalation point for the help desk team, managing complex incidents requiring advanced troubleshooting
• Provide expert hands-on support for Windows 11 PCs, Mac devices, laptops, desktops, printers, and peripherals
• Troubleshoot and resolve software issues, including Microsoft 365, Outlook, Teams, SharePoint, and other core business tools
• Administer Active Directory and Microsoft 365: create, modify, and manage user accounts, passwords, and permissions
• Configure, deploy, and maintain new user devices in compliance with company standards and security requirements
• Perform system patching, updates, and endpoint maintenance across devices
• Assist with employee onboarding/offboarding processes including provisioning, access management, and equipment handling
• Support and maintain workflows and user issues within Hyland OnBase Workflow and WorkView, including troubleshooting end-user access and process issues
• Provide functional support for Revenue Manager and Cerner applications, coordinating with vendor support as needed to resolve incidents and maintain uptime
• Document all incidents, resolutions, and procedures in the IT ticketing system and knowledge base
• Collaborate with other IT staff to identify recurring technical problems and implement process improvements
• Provide remote user support and coordinate resolutions for other office locations as required

Requirements

• Bachelor’s degree in Information Technology or related discipline or 3+ years of experience in technical field
• 4-6 years of hands-on experience in desktop/user support within a corporate environment
• Strong working knowledge of Windows 11, macOS, Microsoft 365, SharePoint, Intune, and endpoint management tools
• Proven ability to support remote users and troubleshoot VPN or remote connectivity issues
• Strong analytical, documentation, and problem-solving skills
• Ability to work independently while managing multiple concurrent support requests
• Excellent communication skills and customer-service abilities with a professional and patient demeanor
• Lifting/Carrying at least 35 to 50 pounds; pulling, bending, stopping, crouching, and kneeling are required occasionally (under 1/3 of the workday)
• Certifications such as CompTIA A+, Network+, or Microsoft MD-102/ M365 Certified: Modern Desktop Administrator preferred
• Hands-on experience with Active Directory, Intune, Exchange Online, and Service Desk tools (ManageEngine, Freshservice, etc.) preferred
• Exposure to Hyland OnBase Workflow and WorkView, Revenue Manager, and Cerner applications preferred
• Previous experience in healthcare, financial, or regulated industries (HIPAA, SOC 2, etc.) preferred

Benefits

• Access to a 401(k) Retirement Savings Plan
• Comprehensive Medical, Dental, and Vision Coverage
• Paid Time Off
• Paid Holidays
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services