Service Desk Technician II

ConcertoCare; United States; Remote; USD 70,000 - 80,000; Full time

Job summary

An innovative company is seeking a Level II IT Technician to enhance their internal IT support for a fully remote workforce. This role involves providing top-notch technical assistance, troubleshooting hardware and software issues, and ensuring employees have the necessary tools to thrive. The ideal candidate will have extensive experience in IT support, particularly in a healthcare setting, and will be adept at using tools like ServiceNow. Join a forward-thinking organization that values a customer-first approach and offers a comprehensive benefits package, including healthcare and 401K matching.

Benefits

Healthcare Benefits

401K with Match

Annual Bonus

Wellness Benefits

Qualifications

• 5+ years of IT support experience, especially in healthcare.
• Strong familiarity with Active Directory and ServiceNow.

Responsibilities

• Provide remote support for Windows laptops and mobile devices.
• Troubleshoot escalated tickets and maintain documentation.

Skills

IT Support Experience

Active Directory

ServiceNow

Microsoft Office 365

Communication Skills

Troubleshooting Skills

Tools

ServiceNow

Windows OS

Remote Support Tools

Job description

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Description

At ConcertoCare, we are redefining care and aging for seniors and adults with complex health needs by delivering human-first, tech-enabled care in the home. Our value-based, interdisciplinary care model addresses unmet health and social needs while improving the quality of life for our patients.

We’re seeking a Level II IT Technician to join our internal IT team and provide high-quality technical support to our fully remote workforce. This role supports employees across the United States by resolving escalated hardware, software, and access issues, ensuring they have the tools and support needed to do their jobs effectively.

This position provides second- and third-tier support, manages onboarding and offboarding tasks, and collaborates with our Tier I Service Desk and Infrastructure Engineering Team. You'll support a diverse environment including Windows laptops, iPhones, iPads, and various SaaS and on-premise applications within a highly regulated healthcare setting.

Key Responsibilities

• Provide remote support for Windows 10/11 laptops, iPhones, and iPads
• Troubleshoot and resolve escalated support tickets via ServiceNow, maintaining SLA compliance
• Support core applications like Microsoft Office 365 (Teams, Outlook), Adobe Acrobat, and call center platforms
• Use remote diagnostic tools to identify, resolve, and document end-user issues
• Manage onboarding and offboarding equipment, accounts, and access
• Support cellular and Wi-Fi connectivity, including hotspots, VPN, and remote access troubleshooting
• Maintain detailed documentation of support actions
• Collaborate with Tier I and engineering teams to resolve issues and improve support processes
• Provide exceptional customer service with a friendly, patient, and professional attitude

Qualifications

• 5+ years of IT support experience, including second- or third-tier responsibilities
• Experience in healthcare or a highly regulated industry
• Strong familiarity with Active Directory
• Proficiency with ServiceNow or similar ITSM tools
• Experience supporting SaaS and on-premise applications
• Support experience for mobile connectivity, VPN, hotspots, and Wi-Fi troubleshooting
• Solid knowledge of Microsoft Office 365, Windows OS, and remote support tools
• Excellent communication and troubleshooting skills
• Strong documentation skills and ability to handle complex support cases
• Customer-first mindset and problem-solving passion

Preferred Qualifications

• Experience with Apple products
• Knowledge of eClinicalWorks or other EMR systems
• Healthcare setting experience with providers or clinicians
• Ability to communicate technical and non-technical ideas effectively
• Ability to prioritize tasks in high-pressure environments

Base Salary/Wage Range: $70,000 to $80,000 plus annual bonus. Compensation is based on qualifications and experience. ConcertoCare offers a comprehensive benefits package including healthcare, 401K with match, and other wellness and financial benefits.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

ConcertoCare is an Alcohol/Drug/Smoke-Free Workplace

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Hospitals and Health Care