Service Desk Specialist - Level 2 Support

Job Summary:

We are seeking a Level 2 Service Desk Specialist to join our dynamic IT team, supporting a multi-site senior living community environment. This role serves as a key point of contact for internal technical support and will work closely with staff, caregivers, and administrative teams to ensure smooth operation of hardware, software, and network systems. The ideal candidate is a proactive problem-solver with strong communication skills, empathy for end users, and a passion for technology that enhances resident care and operational efficiency.

Key Responsibilities:

• Provide advanced technical support to on-site and remote users across multiple senior living communities via desk-side visits, phone, email, text, and remote support tools.
• Set up, configure, and support employee and resident-facing technology, including desktops, laptops, tablets, printers, VoIP phones, mobile devices, and smart health monitoring systems.
• Support and troubleshoot audio/visual equipment in conference rooms and resident activity areas, including digital signage, video conferencing systems, and nurse call integration.
• Resolve escalated issues from Tier 1, applying in-depth troubleshooting for hardware, software, and network-related problems, including EMR/EHR platforms and resident engagement systems.
• Configure systems, install software/hardware, and perform upgrades in accordance with HIPAA-compliant organizational standards.
• Maintain, update, and create technical documentation, including SOPs for staff and caregivers, to ensure accurate knowledge sharing across the IT team.
• Collaborate with higher-tier technicians, vendors, and project teams to address complex IT needs, including Wi-Fi coverage optimization and smart building integrations.
• Manage and monitor tickets within the ticketing system (e.g., ServiceNow, Zendesk), ensuring escalations are documented, updates are thorough, and resolution details are accurate.
• Maintain assigned on-site coverage hours and participate in on-call rotations, including emergency response for life-safety systems.
• Perform other related duties as assigned to support IT operations and service delivery in a healthcare and hospitality hybrid environment.

Skills, Knowledge, and Expertise:

• Associate’s Degree in Information Technology, Computer Science, or a related field – Required
• 3+ years of experience in IT support or help desk roles, with at least 1-2 years in a Level 2 capacity
• Prior involvement in small-scale IT projects or deployments, preferably in healthcare, hospitality, or senior living environments
• Experience with basic network troubleshooting (e.g., connectivity issues, VPN setup, DNS/DHCP), including support for wireless access points and VLAN configurations
• Familiarity with senior living technologies such as:
• PointClickCare, or similar EHR/EMR platforms
• PalCare, ReZcare, or other nurse call systems
• Wander management systems (e.g., Accutech, Stanley Healthcare)
• Resident engagement platforms (e.g., GoIcon, Caremerge)
• Smart building systems (e.g., HVAC, lighting, access control)
• Experience with Microsoft 365 admin center
• Exposure to IT asset management and documentation practices
• Strong customer service and communication skills, with sensitivity to working in resident-facing environments
• Ability to follow procedures and work independently or as part of a team
• Advanced knowledge of IT systems, software, and networking
• Strong analytical and problem-solving skills
• Understanding of ITIL processes and best practices
• Experience supporting HIPAA-compliant systems and data handling

Licenses and Certifications:

• CompTIA Network+ – Preferred
• Microsoft Certified: Modern Desktop Administrator Associate – Preferred
• ITIL Foundation Certification – Preferred
• HIPAA Awareness Training – Preferred

Travel Requirement:

25-50% travel required for onsite community support

We offer a full benefits package that includes medical, dental, vision, STD/LTD, life and voluntary life, 401k with employer matching, paid holidays, and up to 20 days PTO in the first three years.

Compensation: $80,000 - $85,000/year, with a 10% annual bonus target

Application Deadline: This position will remain open until filled. We anticipate reviewing applications through February 23rd, 2026.