IT Operations Technician II

Job Title: IT Operations Technician II

Location: Charlotte,  Hybrid; Onsite Tuesday – Thursday, Remote on Monday and Friday. 
Job Type: Full-time 

Job Summary: The IT Operations Technician II is a mid-level technical role for a professional who has moved beyond front-line helpdesk support and take on meaningful infrastructure responsibilities — patching, virtual machine administration, endpoint management, or security tooling. We are equally interested in MSP engineers with broad, hands-on exposure across many client environments who are ready to go deep on a single organization.

Reporting to the Director of IT, this role serves as the Tier 2 escalation point for complex issues, owns recurring infrastructure maintenance, and actively contributes to maturing our security and HIPAA compliance posture. This is a growth-oriented position with a clear path toward senior engineering responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary Duties include but are not limited to:

Tier 2 Escalation & Advanced Support

• Serve as the escalation point for endpoint, application, identity, and connectivity issues that Tier 1 support cannot resolve.
• Provide structured, root-cause troubleshooting across systems, networks, and applications — isolating and resolving the underlying issue, not just the symptoms.
• Document resolutions thoroughly in the ticketing system and contribute knowledge base articles that reduce repeat escalations.

Endpoint & Systems Administration

• Administer and maintain Microsoft 365 services including Exchange Online, Teams, SharePoint, and Entra ID (user lifecycle, groups, licensing, conditional access).
• Manage patching and update cycles across servers, workstations, and third-party applications; validate compliance and remediate failures.
• Administer endpoint management and RMM tooling — device enrollment, policy configuration, software deployment, and reporting.

Infrastructure & Virtualization

• Support virtual machine and cloud infrastructure administration, including provisioning, capacity monitoring, backup verification, and restore testing.
• Assist with server and network maintenance, ensuring availability and performance of critical systems.
• Participate in hardware refresh planning, research, and deployment.

Security & Compliance

• Support security operations: MFA enforcement, endpoint protection, MDR alert triage, vulnerability remediation, and access reviews.
• Support HIPAA compliance activities including access controls, audit logging, encryption standards, and evidence collection for assessments.
• Assist in enforcing IT security policies and procedures in alignment with organizational standards.

Ticketing & Documentation

• Work tickets in the ticketing system with accurate documentation, timely updates, and disciplined SLA management. 
• Maintain technical documentation, runbooks, and asset records to support team continuity and operational consistency. 

Onboarding, Offboarding & Projects

• Support onboarding and offboarding workflows, ensuring provisioning and deprovisioning are complete, timely, and auditable.
• Participate in IT projects, migrations, upgrades, vendor implementations from planning through post-deployment validation.

Additional Duties:

• Provide occasional after-hours support for maintenance windows and urgent clinical-impacting issues.
• Provide coverage for IT leadership or colleagues during periods of PTO or illness.
• Maintain rapport and trust of PAA staff.
• Other duties as assigned

MINIMUM QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education: Associate’s degree in information technology, Computer Science, or a related field, or equivalent training. A combination of education and relevant work experience may be considered.

Experience: 3+ years in IT support, systems administration, or MSP engineering, with demonstrated responsibilities beyond Tier 1 helpdesk. Healthcare IT experience is a plus.

Certification: CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals or other IT-related certifications preferred.

Systems & Technology Skills:

• Microsoft 365 administration 
• Windows client and server environments
• Ticketing systems
• Hands-on experience with patching
• Virtualization or cloud VM administration (Azure, Hyper-V, or equivalent), 
• Endpoint management/RMM tooling 
• Networking fundamentals (DNS, DHCP, VPN, VLANs, firewalls). 
• Familiarity with PowerShell scripting and macOS administration is a plus

Skills & Competencies:

• Demonstrate strong, structured troubleshooting skills using a logical, step-by-step approach to identify and resolve technical issues.
• Isolate root cause across endpoint, network, identity, and application layers rather than relying solely on known fixes.
• Manage personal workload independently in a distributed or hybrid environment with minimal supervision.
• Prioritize tasks effectively while demonstrating ownership, accountability, and follow-through on assigned work.
• Follow established processes and escalate issues appropriately when additional support or decision-making is needed.
• Support continuous improvement through accurate documentation, proactive communication, and identification of recurring issues.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee regularly uses a computer, phone, and other office and technology equipment. The employee may occasionally stoop, kneel, crouch, or crawl when accessing workstations, cabling, or equipment. The employee may occasionally lift, carry, move, or set up IT equipment such as laptops, monitors, peripherals, or related hardware. Travel is primarily local during the day, although occasional travel to satellite locations may be required for asset handoffs or on-site troubleshooting.

Work Setting

• Work Location: Hybrid; Onsite Tuesday – Thursday, Remote on Monday and Friday. 
• Work Schedule: Monday–Friday, 8:00 AM – 5:00 PM; with some nights and weekends as needed

About Providence Anesthesiology Associates

Headquartered in Charlotte, North Carolina, Providence Anesthesiology Associates (PAA) is an independent physician owned practice compromised of over 150 anesthesiologists. Founded in 1991, PAA provides anesthesia and perioperative care at numerous healthcare facilities throughout North and South Carolina, serving more than 150,000 patients annually.

Why work for PAA?

• PAA continues to experience impressive growth and success. Our anesthesiologists are among the most elite in their field.
• Our physicians are committed to providing the best culture and experience to their employees. Awarded one of the Top Workplaces in 2021, PAA’s core values include commitment, accountability, performance, integrity, transparency, adaptability, and leadership. We do what’s right and don’t compromise.

What’s in it for you?

• Strong workplace culture. We care about each other as people. We build relationships and connections beyond the time spent on the job. We offer a supportive, highly team-oriented work environment.
• We provide competitive total rewards including salary, benefits – Day 1, retirement, profit sharing, life insurance, paid time off, holidays, education reimbursement, employee recognition for birthdays and anniversaries, fun team building events, and more.
• We want you to succeed and our employer to employee relationship is proven to help you reach your goals and the goals of PAA.

What else should you know?

• Providence Anesthesiology Associates is an equal opportunity employer and does not tolerate discrimination based on any protected status.
• PAA participates in E-Verify. E-Verify is an internet-based system that compares the information you provide on the Form I-9 with information from the Social Security Administration and Department of Homeland Security records.