IT Support Specialist II

Responsibilities

• Resolve escalated incidents and requests across applications, systems and end-user support, taking ownership through to closure rather than routing work onward.
  • Troubleshoot HealthDrive's electronic medical record platforms, Practice Management Suite, facility platforms and business applications.
  • Perform record maintenance and data corrections, including query-level diagnostics where required.
  • Administer accounts, groups and role assignments in Entra ID and Active Directory.
  • Fulfil access requests, support multi-factor authentication enrolment and re-registration, and troubleshoot conditional access outcomes.
  • Administer Exchange Online mailboxes, shared mailboxes, distribution lists, mailbox permissions and delegation.
  • Manage licence assignment and reclamation.
  • Support Intune configuration profiles, compliance policies and Autopilot enrolment.
  • Administer mobile device management for the corporate handset fleet.
  • Diagnose wired, wireless and remote access problems, including VPN connectivity and TCP/IP, DNS and DHCP faults.
  • Escalate genuine infrastructure defects with diagnostic work already completed.
  • Support remote desktop and terminal services, print services and fax services.
  • Respond to capacity and error conditions.
  • Carry general support volume — endpoint and peripheral faults, operating system behaviour, single-user connectivity and printing, and routine access requests — as a standing part of the role rather than as overflow.
  • Take scheduled rotation weeks covering intake, triage and first-contact resolution across all support categories.
  • Script recurring administrative requests using PowerShell and Microsoft Graph.
  • Identify high-frequency, low-complexity request types and remove them from the queue rather than fulfilling them manually.
  • Meet resolution targets and lead times, and work queued requests to schedule rather than allowing routine changes to age.
  • Author and maintain runbooks, standard operating procedures and knowledge base articles.
  • Receive and document knowledge transfer from existing team members on a scheduled basis.
  • Complete identity, licensing, access and application tasks for joiners and leavers to defined lead times, including timely removal of access at departure.
  • Verify that endpoint management and security agents are installed and reporting, and remediate failed agents on endpoints.
  • Work with infrastructure engineering, the Security function, application engineering and the Primary Care support lead on issues that span boundaries.

Qualifications

• Four or more years of progressive IT support experience, including second-line or escalation responsibility in a business environment.
  • Demonstrated ability to resolve application, systems and end-user issues rather than depth in a single domain only.
  • This role replaces a generalist and requires range.
  • Experience in healthcare or another regulated environment, with working awareness of HIPAA and protected health information handling.
  • Experience supporting electronic medical record or practice management systems.
  • SQL familiarity sufficient to read and adapt queries for diagnostics and record verification.
  • Windows Server support experience, including remote desktop or terminal services and print services.
  • Experience administering a cloud-managed network platform such as Meraki.
  • Experience reducing ticket volume through self-service, including self-service password reset or a request catalogue.
  • Experience supporting distributed, field-based or multi-site users.
  • Familiarity with endpoint security and management tooling, including agent deployment and health troubleshooting.

Education & Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems or a related field preferred; equivalent practical experience considered.
• Minimum of four years of progressive IT support experience, with at least two years including Microsoft 365 and identity administration.
• Demonstrated experience carrying sustained ticket volume across multiple domains rather than working a single specialist queue.
• Demonstrated experience owning an area of technical responsibility, including its documentation.

Preferred Qualifications

• Experience in healthcare or another regulated environment, with working awareness of HIPAA and protected health information handling.
• Experience supporting electronic medical record or practice management systems.
• SQL familiarity sufficient to read and adapt queries for diagnostics and record verification.
• Windows Server support experience, including remote desktop or terminal services and print services.
• Experience administering a cloud-managed network platform such as Meraki.
• Experience reducing ticket volume through self-service, including self-service password reset or a request catalogue.
• Experience supporting distributed, field-based or multi-site users.
• Familiarity with endpoint security and management tooling, including agent deployment and health troubleshooting.