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IT Support Technician II
InnovaCare Health. Provide end-user support and troubleshoot hardware and software incidents .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing end-user support, troubleshooting hardware and software incidents, and managing user accounts within Microsoft 365, Azure Active Directory, and Intune. Proficient in delivering training sessions, documenting solutions, and ensuring compliance with HIPAA and data protection policies.
Highest-signal resume keywords
Microsoft 365 AdministrationAzure Active Directory ManagementITIL Framework KnowledgeTechnical Support ExperienceEndpoint Security Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting HardwareTroubleshooting SoftwareNetwork Connectivity TroubleshootingRoot Cause AnalysisUser Account ManagementDocumentation SkillsAutomation ImprovementsEndpoint ManagementBackup and Recovery OperationsService Desk Systems
Soft Skills
Excellent Communication SkillsOrganizational SkillsMultitasking AbilitiesIndependent Work CapabilityExpectation Management
Tools & Technologies
IntuneWindowsRemote Support ToolsService Desk SoftwareEnterprise Applications
Certifications & Qualifications
A+ CertificationNetwork+ CertificationSecurity+ Certification
Industry Keywords
HIPAA ComplianceData Protection PoliciesHealthcare EnvironmentTechnical Support RolesDistributed Organization
Tech Stack
Tools & technologiesAzureITSM
About the role
Key responsibilities & impact- Provide end-user support and troubleshoot hardware and software incidents
- Address escalated incidents from the IT Service Desk and Tier I technicians
- Visit regional office locations as needed to resolve on-site support issues
- Use remote tools and utilities while meeting service-level standards for timely response and quality
- Document incidents in service desk systems
- Communicate with end users and manage expectations
- Identify automation and self-service improvements
- Deliver onboarding and training sessions for new users
- Educate staff on IT best practices, processes, and preventive measures
- Perform root cause analysis and implement long-term solutions
- Troubleshoot wired and wireless network connectivity problems
- Administer and troubleshoot Microsoft 365, Azure Active Directory, Intune, Windows, and other enterprise systems
- Manage user accounts, permissions, and group policies
- Support endpoint management, imaging, and deployment
- Support enterprise applications and backend infrastructure
- Ensure adherence to HIPAA and internal data protection policies
- Maintain endpoint security using enterprise tools
- Support backup and recovery operations
- Collaborate with peer teams on cross-functional and escalated issues
- Document solutions and contribute to the internal knowledge base
- Monitor system performance and availability
- Communicate observations, situations, and expected needs to leadership
- Participate in department meetings, quarterlies, and annual evaluations
- Support the technology department’s mission, vision, goals, and initiatives
Requirements
What you’ll need- Industry related education, training, or certifications
- 3+ years in service desk or technical support roles
- Experience supporting C-level users and distributed teams
- Proficiency in Microsoft 365, Azure AD, Intune, Windows, ITIL, and ITSM
- Excellent verbal, written, listening, and phone communication skills
- Strong organizational, multitasking, and documentation abilities
- Ability to work independently and prioritize effectively in a fast-paced environment
- Advanced computer literacy skills
- Associate degree in a technical discipline preferred; Bachelor’s preferred
- Industry-related certifications and training are a plus, including A+, Network+, and Security+
- Previous experience working within a distributed organization across multiple geographic sites preferred
- Previous experience in healthcare or research environments involving sensitive-data compliance preferred
- Must be authorized to work in the U.S.
Benefits
Comp & perks- Full-time employment
- Remote work arrangement
- Remote tools and utilities for support resolution