IT Operations Technician II

Providence-Anesthesiology-Associates-P

Charlotte (TX)

Hybrid

USD 52,000 - 72,000

Full time

12 days ago

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Job summary

Providence Anesthesiology Associates, based in Charlotte, seeks an IT Operations Technician II to advance infrastructure duties in a hybrid setting. The role includes Tier 2 escalation, Microsoft 365 administration, patch management, and security/compliance support for healthcare environments.

Reporting to IT leadership, you will contribute to documentation, runbooks, and IT projects while maintaining service levels during after-hours maintenance windows as needed.

Qualifications

Associate’s degree or equivalent training in IT or related field.
3+ years IT support, systems administration, or MSP engineering; healthcare IT a plus.
CompTIA A+/Network+ and/or Microsoft 365 Fundamentals or equivalent certifications preferred.

Responsibilities

Tier 2 escalation for endpoint, identity, application issues with root-cause analysis.
Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, Entra ID.
Manage patching across servers and endpoints; ensure compliance and remediation.
Administer VMs and cloud infrastructure provisioning, capacity monitoring, backups, restores.
Support security operations: MFA enforcement, endpoint protection, vulnerability remediation.
Document resolutions in tickets and maintain runbooks/asset records.
Assist onboarding/offboarding; participate in IT projects from planning to validation.

Skills

M365 Admin

Windows Server/Client

Ticketing Systems

Patching

Virtualization/Cloud VM

Endpoint Management/RMM

Networking Basics

PowerShell/macOS

Education

Associate’s degree in IT / CS or related

Job description

Description

Job Title: IT Operations Technician II

Location: Charlotte, Hybrid; Onsite Tuesday – Thursday, Remote on Monday and Friday.
Job Type: Full-time

Job Summary: The IT Operations Technician II is a mid-level technical role for a professional who has moved beyond front-line helpdesk support and take on meaningful infrastructure responsibilities — patching, virtual machine administration, endpoint management, or security tooling. We are equally interested in MSP engineers with broad, hands‑on exposure across many client environments who are ready to go deep on a single organization.

Reporting to the Director of IT, this role serves as the Tier 2 escalation point for complex issues, owns recurring infrastructure maintenance, and actively contributes to maturing our security and HIPAA compliance posture. This is a growth‑oriented position with a clear path toward senior engineering responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary Duties include but are not limited to:

Tier 2 Escalation & Advanced Support

Serve as the escalation point for endpoint, application, identity, and connectivity issues that Tier 1 support cannot resolve.
Provide structured, root‑cause troubleshooting across systems, networks, and applications — isolating and resolving the underlying issue, not just the symptoms.
Document resolutions thoroughly in the ticketing system and contribute knowledge base articles that reduce repeat escalations.

Endpoint & Systems Administration

Administer and maintain Microsoft 365 services including Exchange Online, Teams, SharePoint, and Entra ID (user lifecycle, groups, licensing, conditional access).
Manage patching and update cycles across servers, workstations, and third‑party applications; validate compliance and remediate failures.
Administer endpoint management and RMM tooling — device enrollment, policy configuration, software deployment, and reporting.

Infrastructure & Virtualization

Support virtual machine and cloud infrastructure administration, including provisioning, capacity monitoring, backup verification, and restore testing.
Assist with server and network maintenance, ensuring availability and performance of critical systems.
Participate in hardware refresh planning, research, and deployment.

Security & Compliance

Support security operations: MFA enforcement, endpoint protection, MDR alert triage, vulnerability remediation, and access reviews.
Support HIPAA compliance activities including access controls, audit logging, encryption standards, and evidence collection for assessments.
Assist in enforcing IT security policies and procedures in alignment with organizational standards.

Ticketing & Documentation

Work tickets in the ticketing system with accurate documentation, timely updates, and disciplined SLA management.
Maintain technical documentation, runbooks, and asset records to support team continuity and operational consistency.

Onboarding, Offboarding & Projects

Support onboarding and offboarding workflows, ensuring provisioning and deprovisioning are complete, timely, and auditable.
Participate in IT projects, migrations, upgrades, vendor implementations from planning through post‑deployment validation.

Additional Duties:

Provide occasional after‑hours support for maintenance windows and urgent clinical‑impacting issues.
Provide coverage for IT leadership or colleagues during periods of PTO or illness.
Maintain rapport and trust of PAA staff.
Other duties as assigned

MINIMUM QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education: Associate’s degree in information technology, Computer Science, or a related field, or equivalent training. A combination of education and relevant work experience may be considered.

Experience: 3+ years in IT support, systems administration, or MSP engineering, with demonstrated responsibilities beyond Tier 1 helpdesk. Healthcare IT experience is a plus.

Certification: CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals or other IT-related certifications preferred.

Systems & Technology Skills:

Microsoft 365 administration
Windows client and server environments
Ticketing systems
Hands‑on experience with patching
Virtualization or cloud VM administration (Azure, Hyper‑V, or equivalent),
Endpoint management/RMM tooling
Networking fundamentals (DNS, DHCP, VPN, VLANs, firewalls).
Familiarity with PowerShell scripting and macOS administration is a plus

Skills & Competencies:

Demonstrate strong, structured troubleshooting skills using a logical, step-by-step approach to identify and resolve technical issues.
Isolate root cause across endpoint, network, identity, and application layers rather than relying solely on known fixes.
Manage personal workload independently in a distributed or hybrid environment with minimal supervision.
Prioritize tasks effectively while demonstrating ownership, accountability, and follow‑through on assigned work.
Follow established processes and escalat…
Support continuous improvement through accurate…

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee regularly uses a computer, phone, and other office and technology equipment. The employee may occasionally stoop, kneel, crouch, or…

Work Setting

Work Location: Hybrid; Onsite Tuesday – Thursday, Remote on Monday and Friday.
Work Schedule: Monday–Friday, 8:00 AM – 5:00 PM; with some nights and weekends as needed

Requirements

About Providence Anesthesiology Associates

Headquartered in Charlotte, North Carolina, Providence Anesthesiology Associates (PAA) is an independent physician owned practice compromised of over 150 anesthesiologists. Founded in 1991, PAA provides anesthesia and perioperative care at numerous healthcare facilities throughout North and South Carolina, serving more than 150,000 patients annually.

Why work for PAA?