Senior Technology Experience Technician

The Senior Technology Experience Technician handles the issues that need more than a first-line fix. This role takes

escalations from the Level 1 team, works through the harder problems across workstations, applications, and

practice connectivity, and makes sure the same issue does not keep coming back. 

Our practices see patients all day, so when something is broken across a site or a clinical application stops working, this is the  person who digs in, keeps the practice informed, and gets it resolved. 

The role also helps develop the Level 1 team through coaching, documentation, and example. We are looking for someone with solid technical depth who stays calm under pressure and explains things in plain language.

Essential Job Functions*:

• Take escalations from the Level 1 team and resolve advanced issues across workstations, Microsoft 365, printers, mobile devices, and practice connectivity.
• Troubleshoot and support practice management, imaging, and other clinical applications, working with vendors when needed and owning the issue through resolution.
• Handle issues that affect multiple users or an entire site, coordinating the response and keeping practice teams updated on a set schedule.
• Make system and configuration changes that require elevated access, including software installs, Intune device policies, and Entra ID user, group, and license administration.
• Perform first-level troubleshooting of network, server, and integration issues, and escalate to Infrastructure or Cybersecurity with complete documentation when deeper work is needed.
• Meet response and resolution targets for Level 2 tickets, and keep requesters informed with timely status updates. 
• Identify recurring issues, flag them as problem candidates, and help drive them to root cause and a permanent fix. 
• Write and maintain knowledge base articles and known-error records so the Level 1 team can resolve more issues on first contact.  Coach and mentor Level 1 technicians, review their escalations, and share what you learn so the whole team gets better. 
• Lead complex onboarding, offboarding, and access requests, and support device setup and deployment for new practices and team members. 
• Provide on-site support at partner practices for issues that cannot be resolved remotely, and help with new practice go-lives.
• Recognize and immediately escalate suspected security incidents, following company security procedures and HIPAA requirements. Participate in after-hours and on-call coverage for P1 and P2 issues. 
•  Strong troubleshooting skills across Windows desktops and laptops, printers, mobile devices, and common peripherals, with the ability to isolate root cause. 
• Hands-on experience administering Microsoft 365, Intune, and Entra ID, including user, group, license, and device management.
• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, and VPN, and the ability to troubleshoot common connectivity issues. 
• Experience supporting business or clinical applications and working with software vendors to resolve issues. 
• Experience using a ticketing system and following ITIL-based incident, request, and problem processes. ·

Minimum Requirements:

• Associate or bachelor’s degree in information technology or a related field, or equivalent work experience
•  Experience supporting users across a distributed, multi-site organization year in a Level 2 or escalation role
• Experience supporting users across a distributed, multi-site organization 
• Ability to work a standard Monday through Friday schedule, with after-hours and on-call coverage as needed 
• Ability to travel to partner practices as needed (approximately 10%) 

Preferred : 

• CompTIA A+, CompTIA Network+, Microsoft 365 (MD-102 or MS-102), or ITIL 4 Foundation certifications  
• Experience supporting a multi-site healthcare organization, such as dental or medical practices, including practice management or imaging software
• Experience with endpoint management, scripting, or automation tools such as PowerShell