IT Support Specialist II

KabaFusion; Lexington (MA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

401k w 4% match

PTO / Floating Holidays / Paid HOLID"

Company paid life insurance

Short term disability

Employee Assistance programs

Learning & Development Programs

Perks… discounts on travel, cell phone

Employee referral program

Job summary

KabaFusion is seeking an IT Support Specialist Level II to provide advanced technical support for office and field end-users, including laptops, desktops, printers, and mobile devices.

In this role you will mentor Level I agents, deploy applications and hardware, and help maintain IT infrastructure. Travel to company locations may be required.

Qualifications

• Advanced IT support skills for complex issues.
• Mentorship and knowledge sharing within the team.
• Record, troubleshoot, and follow up with end-users.

Responsibilities

• Provide advanced technical support for hardware and software.
• Mentor Level I agents and share best practices.
• Maintain logs and documentation of responsibilities and work.

Skills

Advanced IT support

Mentorship

Hardware troubleshooting

Software troubleshooting

End-user support

Education

Associate's Degree (Required) or Bachelor's Degree (Preferred)

Tools

Laptops & desktops provisioning

Mobile devices support

Job description

Come join an exciting and innovative company that puts the “care” back in healthcare!

Why do IT professionals want to work here? The reason people love working for KabaFusion is because of the impact we have on our patients. Here, it doesn’t matter what your role is, you will be part of a team that works collaboratively to change lives. You will go home knowing you’ve made a difference and improved someone’s life.

About Us

What started as a single pharmacy in 2010 has grown into KabaFusion becoming the largest privately held home infusion company in the country. We have a national network of pharmacies and nursing offices strategically placed to service 40+ states. Couple that with over 30 years of combined experience and it’s no wonder why KabaFusion is the industry leader in home infusion.

About The Role

The IT Support Specialist Level II is a role that combines technical expertise with leadership and problem-solving skills. They are responsible for providing more advanced technical support, troubleshooting complex issues, and often serve as mentors within the IT support team to the Level I agents. Together with Level I they are the initial contact for Office and Field Support End-users which includes Laptops, desktops, printers and Mobile devices. Additionally, Level II will be required to assist with all testing, and training as well as application and hardware deployments and recovery processes. Primary responsibility will be office-based inbound calls and tickets but additionally may be asked to assist with providing technical support as requested in local & remote locations.

Essential Duties & Responsibilities

• Advanced Technical Support: Provide advanced technical support and expertise to resolve complex IT issues, including hardware and software problems, and system errors. Troubleshoot and resolve escalated support tickets from Level I.
• Performs other IT related duties as directed and assigned by IT Supervisor/Manager/Director. Mentorship and Training: Act as a mentor to IT support specialist Level I Agent, assisting and providing guidance on technical problem-solving. Share knowledge and best practices with the team.
• Record, troubleshoot, elevate and follow-up with end-users regarding IT support matters. Contribute to the creation and improvement of support documentation.
• Problem Resolution: Investigate, diagnose, and resolve IT issues efficiently to minimize downtime and disruption. Escalate issues to higher-level support when necessary.
• Asset Management: Assist in managing IT assets, including hardware and software inventory, equipment tracking, Equipment retrieval and license compliance. Collaborate with asset management team.
• Assist in maintaining both hardware, software and licensing needs
• Support computer users; both hardware, software needs and supported applications
• Collaboration: Install and deploy workstations, tablets, iPads, iPhones and other IT technology to users and support overall IT initiatives.
• Maintain complete and accurate logs and documentation of responsibilities and work completed.
• After-hours end-user, network and IT infrastructure support required.
• Travel required to company locations to support end-users, network and IT infrastructure.

As a Data Engineer, You Bring

• Education Level - Associate's Degree (Required) or Bachelor's Degree (Preferred) in Computer Science, Information Technology, or a related field
• Degree can be substituted if the candidate has a minimum of 1-3 years of experience as a Support Specialist Level I
• Experience Requirements: 5+ years of experience in customer service, information technology support, or a related field.
• Experience required with end-user hardware, software and application support

Our Benefits:

• Benefits start on your 1 st day of employment
• 401k w 4% match – no waiting or vesting period
• PTO / Floating Holidays / Paid Holidays
• Company paid life insurance, short term disability
• Employee Assistance programs to help with mental health / wellness
• Learning & Development Programs
• Perks… includes discounts on travel, cell phone, clothing and more…
• Generous employee referral program

KabaFusion is a mission driven company with a focus on innovation and patient care so, as an IT Support Specialist, if that sounds like something you want to be a part of, then look no further.