Service Desk Technician II

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 is a key role that supports our employees—who are located across the United States—by resolving escalated hardware, software, and access issues, and 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 works closely with both our Tier I Service Desk and Infrastructure Engineering Team. You'll support a diverse and modern environment that includes Windows laptops, iPhones, iPads, and dozens of SaaS and on-premise applications, all within a highly regulated healthcare setting.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Key Responsibilities:

• Provide remote support for Windows 10/11 laptops, iPhones, and iPads
• Troubleshoot and resolve escalated technical support tickets through ServiceNow, maintaining compliance with defined SLAs
• Support core business applications such as Microsoft Office 365 (Teams, Outlook), Adobe Acrobat, and call center platforms
• Use remote diagnostic tools to identify, resolve, and document end-user issues
• Provision and configure new hire equipment, accounts, and access; manage offboarding tasks and returns
• Support cellular and Wi-Fi connectivity for field-based users, including hotspots, VPN configuration, and remote access troubleshooting
• Maintain accurate, detailed documentation of all support actions and outcomes
• Collaborate regularly with Tier I and engineering teams to resolve technical issues and improve support processes
• Provide exceptional customer service with a friendly, patient, and professional demeanor

QUALIFICATIONS

• 5+ years of IT support experience, including second- or third-tier responsibilities
• Experience working in healthcare or another highly regulated industry
• Strong familiarity with Active Directory for user management and access permissions
• Proficiency with ServiceNow or equivalent ITSM tools
• Expertise supporting a broad range of SaaS and on-premise applications
• Experience supporting mobile connectivity for field-based users, including VPN clients, hotspots, and Wi-Fi troubleshooting
• Solid understanding of Microsoft Office 365, Windows operating systems, and remote support tools
• Excellent communication and troubleshooting skills
• Strong documentation practices and the ability to manage complex support cases independently
• A customer-first mindset with a passion for solving problems and helping others succeed

Preferred Qualifications:

• Experience working with and managing Apple products.
• Knowledge of eClinicalWorks or other EMR applications.
• Experience working in Healthcare Settings/with Providers/Clinicians.
• Ability to present ideas in user-friendly, business-friendly, and technical language. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment. 

Base Salary/ Wage Range $70,000 to $80,000 plus annual bonus. Compensation for the role is commensurate with the candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown. ConcertoCare offers a competitive total rewards package, which includes full healthcare coverage, a 401K with match, and a broad range of other health, wellness, and financial benefits. 

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment 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