[Hiring] Tier 2 Technical Support Analyst @Privia Health

Role Description

The Tier 2 Technical Support Analyst serves as a key technical leader responsible for resolving complex, high-priority escalations and maintaining business-critical IT operations nationwide. Operating with high autonomy, this role drives technical decision-making across advanced infrastructure, network systems, telephony, and specialized clinical hardware.

By combining advanced troubleshooting expertise with continuous process improvement, chatbot workflow engineering, and Tier 1 mentorship, the Specialist ensures seamless service continuity, elevates organizational IT capabilities, and mitigates operational risk across healthcare environments.

Primary Job Duties

• 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.

Qualifications

• Bachelor's degree or commensurate experience preferred.
• 2+ years 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.

Requirements

• The salary range for this role is $72,000.00 to $85,000.00 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs).
• This role is also eligible for an annual bonus targeted at 15%. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Benefits

• All your information will be kept confidential according to EEO guidelines.
• Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Technical Requirements

• 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. This should be acquired prior to the start of your employment.
• The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/ .
• Work with your internet provider if you have questions about your connection.