remote
Technical Support Specialist II - Memorial Health
Software Engineer
Provides tier‑2 IT support for healthcare users, handling software, hardware, network and account issues, documenting resolutions, and collaborating with IS teams to maintain system availability for patient care.
About the role
Key Responsibilities
- Respond to inbound support calls and tickets, diagnose and resolve software, hardware, and network problems for end users.
- Manage user account access, password resets, and Active Directory tasks.
- Document all troubleshooting steps, resolutions, and escalations in the ticketing system.
- Collaborate with other IS Support team members and technical specialists to identify root causes and implement fixes.
- Communicate system outages, maintenance windows, and status updates to affected users.
- Maintain inventory of hardware assets and assist with equipment setup and configuration.
Requirements
- 2+ years of hands‑on technical support experience in a Windows environment.
- Proficiency with Active Directory, network protocols (TCP/IP, DNS, DHCP) and common hardware troubleshooting.
- Experience using ticketing platforms (e.g., ServiceNow, JIRA) to track and resolve incidents.
- Strong communication skills and ability to explain technical concepts to non‑technical users.
- Relevant certifications (CompTIA A+, Network+, or Microsoft) preferred.