IT Service Desk Support – Level 2 at InnovaCare Health

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

13 Feb, 26

Salary

0.0

Posted On

15 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Microsoft 365, Azure Active Directory, Intune, Windows 10/11, Endpoint Security, Networking Fundamentals, Remote Troubleshooting Tools, Cisco Meraki, ITSM Tools, Communication Skills, Customer Service, Organizational Skills, Problem-Solving, Documentation

Industry

Hospitals and Health Care

Description

InnovaCare Management Services Company, LLC Location: Tampa, FL (On-Site) Categories: Non-Clinical Shift: Day Schedule: Mon-Fri The IT Service Desk Support – Level 2 plays a critical role in delivering advanced technical support across InnovaCare’s enterprise IT environment. This position ensures the stability, security, and performance of end-user systems and services, with a strong focus on Microsoft technologies, healthcare compliance, and customer-centric service delivery. Key Responsibilities Technical Support & Troubleshooting • Resolve escalated incidents from Level 1 support, including hardware, software, and network issues. • Perform root cause analysis and implement long-term solutions. • Support enterprise applications and backend infrastructure. • Visit various office locations on as needed basis (up to two times a week) to address on-site support issues. • Identify and recommend automation or self-service enhancements to improve support efficiency. System Administration • Administer and troubleshoot Microsoft 365, Azure Active Directory, Intune, and Windows environments. • Manage user accounts, permissions, and group policies. • Support endpoint management, imaging, and deployment processes. Security & Compliance • Ensure adherence to HIPAA and internal data protection policies. • Maintain endpoint security using Cisco Meraki Firewalls and Switches, and antivirus platforms. • Support backup and recovery operations. Collaboration & Escalation • Work closely with infrastructure, application, and network teams. • Escalate unresolved issues to vendors or system administrators. • Document solutions and contribute to the internal knowledge base. Monitoring & Reporting • Monitor system performance and availability using enterprise tools. • Analyze incident trends and recommend process improvements. • Provide regular updates to IT leadership. User Enablement • Deliver onboarding and training sessions for new users. • Educate staff on IT best practices and preventive measures. • Maintain high levels of customer satisfaction through professional communication. Qualifications Education & Experience • Associate degree in Computer Science or related field (Bachelor’s preferred). • 3+ years in service desk support, preferably in healthcare IT. • Experience supporting C-level users and distributed teams. Technical Skills • Proficiency in Microsoft 365, Azure AD, Intune, Windows 10/11. • Experience with Cloud based telephony platforms. • Strong knowledge of endpoint security, networking fundamentals, and remote troubleshooting tools. • Familiarity with Cisco Meraki and enterprise-grade firewalls/switches. • Prior knowledge of ITSM tools and processes. Soft Skills • Excellent communication and customer service skills. • Ability to explain technical concepts to non-technical users. • Strong organizational, multitasking, and documentation abilities. • Self-starter with a proactive approach to problem-solving. Preferred Certifications • CompTIA A+, Network+, Security+ • Microsoft Certified: Modern Desktop Administrator Associate • Cisco Certified Support Technician (CCST) The foundation for InnovaCare was laid in 1998 when President and CEO Richard Shinto, M.D., founded North American Medical Management (NAMM) in California. Since then, InnovaCare Health has continuously evolved and innovated to remain at the forefront of healthcare and deliver cutting-edge solutions to our physicians and team members, patients, and their families. Across InnovaCare, we are united by a shared mission, vision, and values. Our growing company strives to make every member of our diverse team feel fulfilled and valued through their work. Our mission is to transform the lives of the people we serve through compassionate, high-quality care, innovative solutions, and trusted partnerships as we vision a new definition of the standard of excellence in healthcare. Today, InnovaCare operates more than 30 clinics and is recognized as a leader in transforming care delivery. Our approach combines physician-led care models with cutting-edge technology and a focus on personalized, coordinated care to empower providers to succeed in some of healthcare's most challenging environments.

Responsibilities

The IT Service Desk Support – Level 2 resolves escalated incidents from Level 1 support and performs root cause analysis to implement long-term solutions. This role also involves administering Microsoft 365 and ensuring compliance with HIPAA and internal data protection policies.