The IT Systems Specialist II is the escalation point for issues IT Systems Specialist I staff cannot resolve, covering endpoints, identity, cloud services, networks, and vendor-specific hardware and software across all Clearway Pain locations. This role administers core systems, leads site deployments and assigned projects, and mentors IT Systems Specialist I staff to raise first-contact resolution.
Essential Duties and Responsibilities:
- Resolves escalated tickets from IT Systems Specialist I staff, performing root-cause analysis on recurring or complex issues.
- Administers Microsoft Entra ID: users, groups, conditional access, MFA, SSO application access, and role assignments per change procedures.
- Administers Microsoft Intune: configuration and compliance policies, app deployment, Windows Autopilot, update rings, and device lifecycle management.
- Administers Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
- Maintains WAN and LAN connectivity at the network level: switches, wireless, firewalls, VPN, and site circuits; works with network and carrier vendors to resolve outages.
- Supports the EHR, phone system (Dialpad), and other business applications at the administrator level; serves as liaison with vendor support.
- Supports Microsoft Azure and hosted cloud services, including backup and disaster recovery solutions.
- Monitors security alerts and endpoint protection; responds to and documents security incidents in line with HIPAA requirements.
- Plans and leads technology deployments for new and relocated clinic sites, including equipment, network, and printer setup.
- Leads or supports assigned IT projects and ensures timely, thorough completion.
- Trains, mentors, and onboards IT Systems Specialist I staff; reviews escalations to identify training needs and ensure accurate follow-through.
- Writes and maintains knowledge base articles, standard operating procedures, and system and network documentation.
- Supports IT asset management and the inventory system, including procurement requests and equipment lifecycle planning.
- Participates in after-hours on-call rotation and planned maintenance windows as scheduled.
- Communicates with users and stakeholders as required, including incident progress and notice of impending changes and outages.
- Checks work e-mail and the ticket queue regularly throughout the workday.
- Participates in and completes all required trainings and in-services.
- Performs other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Education and/or Experience
High School Diploma or equivalent WITH three (3) years of related IT support or systems administration experience; OR an equivalent combination of education and/or experience.
Computer Skills:
- Hands-on administration of Microsoft Entra ID, Intune, and Microsoft 365.
- Working knowledge of Windows and macOS endpoints, Windows Autopilot, and endpoint security tools.
- Working knowledge of networking: TCP/IP, DNS, DHCP, VLANs, Wi-Fi, firewalls, and VPN.
- Ability to write or adapt basic scripts (PowerShell preferred) to automate routine tasks.
- Proficiency with Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
Certificates, Licenses, Registrations:
None required. One or more of the following preferred: Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA Network+, or CompTIA Security+.
Other Qualifications:
- Must have excellent written and oral communication skills, including exceptional customer service.
- Must be able to establish and maintain effective working relationships with doctors, clinical staff, other co-workers and the public.
- Must be able to work individually as well as within a team.
- Must be able to follow both verbal and written instructions.
- Must be able to work a flexible schedule, including after-hours on-call coverage.
- Must be able to respond with patience and understanding during stressful conditions related to patient health and emergent situations.
- Must be able to multi-task and prioritize.
- Must demonstrate extreme attention to detail.
- Must possess strong organization skills.
- Must be able to problem solve and use reasoning.
- Must be able to meet predefined quality standards.
- Must maintain and project a professional attitude and appearance at all times.
- Must be able to understand how IT relates to the business strategy and goals of key stakeholders within the organization.
- Must be able to diagnose and resolve complex technical issues.
- Must be able to understand various support tools and techniques, and how technology is used to provide IT services.
- Must have typing skills sufficient to ensure quick and accurate entry of service request details.
- All staff are expected to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.
Preferred Qualifications:
- Working knowledge of the healthcare field and medical specialty, as well as medical terminology.
- Bachelor's Degree from an accredited college or university in a related field of study.
- One (1) year working with Microsoft Azure.
- Experience supporting HIPAA-regulated environments and EHR systems.
Driving/Travel:
The employee must have reliable transportation and a valid driver's license. Travel for this position may be up to 50%. While the primary workplace may be closest to the employee's home, work assignments could be in any of the Company's locations.
Compensation and Benefits:
- Pay Range: $70,000/year - $75,000/year
- PTO: Up to 96 hours in first year (pro-rated based on start date)
- Holidays: 7 (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Day)
- Retirement: 401(k) with employer match
- Health Benefits: Medical (single and family), Dental (single and family), Vision (single and family)
- Other Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Basic Life/AD&D, Employee Assistance Program
- Other Voluntary Benefits: Voluntary Life, Accident, Critical Illness, Hospital Indemnity
- Other Compensation: This position is non-exempt (hourly) and eligible for overtime pay in accordance with applicable law. Overtime is not guaranteed. This position is not eligible for bonus, commission, incentive, or shift differential pay.