Note: The job is a remote job and is open to candidates in USA. Privia Health is a technology-driven physician enablement company that uses cloud-based technology to support medical groups, health plans, and health systems. The Tier 2 Technical Support Analyst resolves complex technical escalations and maintains critical IT operations across infrastructure, networks, telephony, clinical hardware, and endpoint systems. The role also leads chatbot workflow improvements, supports go-live operations, and mentors Tier 1 support teams.
Responsibilities
- Tier 2 Escalation & Remote User Support: Resolve complex, high-priority Tier 2 technical escalations and conduct advanced remote diagnostic sessions to ensure operational continuity for end users
- Network Infrastructure & Troubleshooting: Perform complex network troubleshooting and infrastructure setup, managing Meraki firewalls, switches, access points, VPNs, VLANs, and DNS configurations
- Hardware & Medical Device Support: Oversee specialized hardware deployments, integrations, and diagnostics, including critical clinical equipment (EKG, ECG, Spirometry) and point-of-sale systems
- Endpoint Management & Imaging: Manage endpoint lifecycle operations via NinjaOne, directing system onboarding, offboarding, baseline imaging, and software deployment security controls
- IT Procurement & Vendor Coordination: Coordinate IT procurement and manage external technical field contractors to ensure seamless physical and operational dispatch execution
- Google Workspace Administration: Manage Google Workspace administration, governing directory structures, group permissions, and enterprise access security controls
- 8x8 Telephony Administration: Administer enterprise 8x8 telephony infrastructure, executing critical modifications to call queues, access permissions, call routing, and auto-attendant scripts
- AI Initiatives & Chatbot Support: Drive organizational AI integration by engineering, maintaining, and optimizing automated chatbot workflows (e.g., Cognigy) to streamline operational support
- Tier 1 Support, Training & Upskilling: Provide critical overflow support while delivering technical mentorship and training to Tier 1 teams to elevate service desk capabilities and resolution efficiency
- Operational & Go-Live Support: Provide real-time technical leadership and incident resolution during care center go-lives and cross-functional IT operations
- Documentation & Continuous Improvement: Develop standard operating procedures, technical playbooks, and knowledge base assets to drive systematic operational improvements
- Other duties as assigned
Skills
- 2+ 3 a0years of work-related experience in IT desktop support, network administration, or technical operations (healthcare environment experience preferred)
- Strong technical background supporting Google Workspace, Ninja One (or equivalent RMM/imaging platforms), ConnectWise, and Salesforce
- Hands-on administration experience with 8x8 VoIP/telephony systems (queue routing, auto-attendants, call scripts)
- Proven understanding of core IT infrastructure and networking concepts (Active Directory, Group Policy, DNS, DHCP, SSL, OSI Model, Firewalls, VLANs, VPNs, and TCP/IP)
- Hands-on troubleshooting experience with standard IT hardware (workstations, printers), credit card machine hardware, and medical peripherals (EKG, ECG, Spirometry)
- Experience with Cisco Meraki hardware, dashboard configuration, and firewall troubleshooting
- Experience creating IT procurement quote builds and coordinating equipment provisioning
- Demonstrated experience conducting scheduled remote troubleshooting sessions with end users and upskilling/mentoring Tier 1 support technicians
- Outstanding communication, customer service, and analytical problem-solving skills with high attention to detail
- Ability to work independently in a fully remote environment with minimal supervision while maintaining high productivity and quality standards
- In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed
- Bachelor's degree or commensurate experience preferred
- Healthcare environment experience preferred
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Pet insurance
- 401K
- Paid time off
- Other wellness programs
- Annual bonus targeted at 15%
- Fully remote work environment
- Employees who regularly work from home offices are eligible for expense reimbursement to offset the cost of the required internet connection.
Company Overview
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