IT Support Specialist II

About Us

What started as a single pharmacy in 2010 has grown into KabaFusion becoming the largest privately held home infusion company in the country. We have a national network of pharmacies and nursing offices strategically placed to service 40+ states. Couple that with over 30 years of combined experience and it’s no wonder why KabaFusion is the industry leader in home infusion.

Why do IT professionals want to work here? The reason people love working for KabaFusion is because of the impact we have on our patients. Here, it doesn’t matter what your role is, you will be part of a team that works collaboratively to change lives. You will go home knowing you’ve made a difference and improved someone’s life.

About the Role

The IT Support Specialist Level II is a role that combines technical expertise with leadership and problem-solving skills. They are responsible for providing more advanced technical support, troubleshooting complex issues, and often serve as mentors within the IT support team to the Level I agents. Together with Level I, they are the initial contact for Office and Field Support End-users which includes Laptops, desktops, printers, and Mobile devices. Additionally, Level II will be required to assist with all testing, training, application, and hardware deployments, and recovery processes. Primary responsibility will be office-based inbound calls and tickets but may also include providing technical support as requested in local & remote locations.

Responsibilities

• Provide advanced technical support and expertise to resolve complex IT issues, including hardware and software problems, and system errors.
• Troubleshoot and resolve escalated support tickets from Level I.
• Perform other IT-related duties as directed and assigned by IT Supervisor/Manager/Director.
• Act as a mentor to IT Support Specialist Level I Agents, assisting and providing guidance on technical problem-solving.
• Share knowledge and best practices with the team.
• Record, troubleshoot, escalate, and follow-up with end-users regarding IT support matters.
• Contribute to the creation and improvement of support documentation.
• Investigate, diagnose, and resolve IT issues efficiently to minimize downtime and disruption.
• Escalate issues to higher-level support when necessary.
• Assist in managing IT assets, including hardware and software inventory, equipment tracking, equipment retrieval, and license compliance.
• Collaborate with the asset management team.
• Assist in maintaining both hardware, software, and licensing needs.
• Support computer users with hardware, software needs, and supported applications.
• Install and deploy workstations, tablets, iPads, iPhones, and other IT technology to users and support overall IT initiatives.
• Maintain complete and accurate logs and documentation of responsibilities and work completed.
• Provide after-hours end-user, network, and IT infrastructure support.
• Travel to company locations to support end-users, network, and IT infrastructure.

Requirements

• Associate's Degree (Required) or Bachelor's Degree (Preferred) in Computer Science, Information Technology, or a related field. Degree can be substituted if the candidate has a minimum of 1-3 years of experience as a Support Specialist Level I.
• 5+ years of experience in customer service, information technology support, or a related field.
• Experience required with end-user hardware, software, and application support.

Benefits

• Benefits start on your 1st day of employment.
• 401k with 4% match – no waiting or vesting period.
• PTO / Floating Holidays / Paid Holidays.
• Company-paid life insurance, short-term disability.
• Employee Assistance programs to help with mental health / wellness.
• Learning & Development Programs.
• Perks… includes discounts on travel, cell phone, clothing, and more.
• Generous employee referral program.