Healthcare Service Desk Technician - Level 2

Join our growing data & technology team at PurposeCare! PurposeCare is an integrated healthcare platform company that coordinates care in the community with a focus on individuals who are dually eligible for Medicaid and Medicare. Our family of companies provide home care to assist individuals with daily living as well as skilled clinical services to treat acute conditions and manage wellness. PurposeCare is private equity funded and growing quickly across multiple states through mergers and acquisitions as well as organic growth. The Healthcare Service Desk Technician – Level 2 serves as the primary escalation resource and infrastructure owner for PurposeCare's internal IT team, resolving complex issues beyond Level 1 scope and ensuring the reliability of the solutions stack. This role reports to the Director of Information Technology. Responsibilities Escalated Support & Incident Resolution Serve as the escalation point for tickets beyond Tier 1 scope involving endpoints, networking, servers, identity, and application access Own issues through to resolution with clear documentation of root cause and steps taken Identify recurring issues and work proactively with the Tier 1 Analyst to reduce ticket volume through better tooling, training, or process Escalate to the M365 & Cloud Engineer or Director of IT when issues involve cloud platform architecture, tenant configuration, or security policy changes, with full troubleshooting context already documented Maintain and support on-premise Windows Server infrastructure including file servers, print servers, and domain controllers Manage Active Directory users, groups, group policy, DNS, and DHCP Support hybrid identity environments in coordination with the M365 & Cloud Engineer, including AD sync, account provisioning, and access management Manage endpoint lifecycle, imaging, deployment, patching, hardware procurement, and asset tracking Troubleshoot network connectivity issues across LAN/WAN, VPN, and wireless environments; coordinate with network vendors for escalated issues Support backup and disaster recovery operations, ensuring scheduled jobs complete and restores are tested End User & Application Support Provide escalated support for Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) at the user and configuration level, escalating tenant-level or migration work to the M365 & Cloud Engineer Support UCaaS platforms (e.g., RingCentral) and enterprise fax solutions at the user provisioning and troubleshooting level Coordinate with third-party application vendors and managed service providers on escalated support cases Support branch locations with occasional on-site visits as needed Documentation & Process Maintain accurate documentation of the environment including network diagrams, runbooks, and asset inventory Develop and maintain standard operating procedures for common escalated issues Contribute to the internal knowledge base to enable Tier 1 self-resolution over time Required Qualifications 4-6 years of IT experience in a systems, infrastructure, or escalated support role Strong hands-on knowledge of Windows Server, Active Directory, DNS, DHCP, and Group Policy Solid networking fundamentals, TCP/IP, VLANs, routing, VPN, and wireless troubleshooting Experience managing endpoints across a distributed workforce using tools such as Intune, SCCM, or similar Functional M365 administration experience, able to support users, manage licenses, and troubleshoot application issues; cloud architecture work is owned by the M365 & Cloud Engineer Experience with backup and DR platforms (Veeam, Datto, Acronis, or similar) Strong documentation habits and a methodical approach to troubleshooting Preferred Qualifications MSP background strongly preferred Microsoft certifications: MD-102, AZ-104, or CompTIA Network+/Security+ Experience with RMM and PSA tools (NinjaOne, ConnectWise, Autotask, Kaseya) Familiarity with IT ticketing systems such as Jira or NinjaOne Background in healthcare, home health, or a similarly regulated industry Problem Solving & Technical Troubleshooting Location This role can either be in Chicago (we have office space in Rosemont) or can be fully remote. There is a need for occasional on-site support at our branches. Compensation The salary range for this role is $75,000-$95,000 plus bonus, with target compensation near the midpoint of the range. The final offer may vary based on experience, qualifications, and location. Work Authorization Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. #J-18808-Ljbffr PurposeCare