Tier 2 Technical Support Analyst

Summary

Privia Health is a technology-driven physician enablement company that uses cloud-based technology and operational services to improve healthcare delivery. The Tier 2 Technical Support Analyst resolves complex technical escalations, supports infrastructure, networks, telephony, clinical hardware, and endpoint systems, and provides technical leadership across healthcare operations. The role also drives chatbot workflow improvements, mentors Tier 1 support staff, and supports go-live activities and continuous improvement.

Responsibilities

• Resolve complex, high-priority Tier 2 technical escalations and conduct advanced remote diagnostic sessions to ensure operational continuity for end users
• Perform complex network troubleshooting and infrastructure setup, managing Meraki firewalls, switches, access points, VPNs, VLANs, and DNS configurations
• Oversee specialized hardware deployments, integrations, and diagnostics, including critical clinical equipment (EKG, ECG, Spirometry) and point-of-sale systems
• Manage endpoint lifecycle operations via NinjaOne, directing system onboarding, offboarding, baseline imaging, and software deployment security controls
• Coordinate IT procurement and manage external technical field contractors to ensure seamless physical and operational dispatch execution
• Manage Google Workspace administration, governing directory structures, group permissions, and enterprise access security controls
• Administer enterprise 8x8 telephony infrastructure, executing critical modifications to call queues, access permissions, call routing, and auto-attendant scripts
• Drive organizational AI integration by engineering, maintaining, and optimizing automated chatbot workflows (e.g., Cognigy) to streamline operational support
• Provide critical overflow support while delivering technical mentorship and training to Tier 1 teams to elevate service desk capabilities and resolution efficiency
• Provide real-time technical leadership and incident resolution during care center go-lives and cross-functional IT operations
• Develop standard operating procedures, technical playbooks, and knowledge base assets to drive systematic operational improvements
• Other duties as assigned

Skills

• 2+ years of work-related experience in IT desktop support, network administration, or technical operations
• Strong technical background supporting Google Workspace, Ninja One (or equivalent RMM/imaging platforms), ConnectWise, and Salesforce
• Hands-on administration experience with 8x8 VoIP/telephony systems (queue routing, auto-attendants, call scripts)
• Proven understanding of core IT infrastructure and networking concepts (Active Directory, Group Policy, DNS, DHCP, SSL, OSI Model, Firewalls, VLANs, VPNs, and TCP/IP)
• Hands-on troubleshooting experience with standard IT hardware (workstations, printers), credit card machine hardware, and medical peripherals (EKG, ECG, Spirometry)
• Experience with Cisco Meraki hardware, dashboard configuration, and firewall troubleshooting
• Experience creating IT procurement quote builds and coordinating equipment provisioning
• Demonstrated experience conducting scheduled remote troubleshooting sessions with end users and upskilling/mentoring Tier 1 support technicians
• Outstanding communication, customer service, and analytical problem-solving skills with high attention to detail
• Ability to work independently in a fully remote environment with minimal supervision while maintaining high productivity and quality standards
• Bachelor's Degree Or Commensurate Experience
• Healthcare environment experience

Qualifications

Must Haves

• 2+ years of work-related experience in IT desktop support, network administration, or technical operations
• Strong technical background supporting Google Workspace, Ninja One (or equivalent RMM/imaging platforms), ConnectWise, and Salesforce
• Hands-on administration experience with 8x8 VoIP/telephony systems (queue routing, auto-attendants, call scripts)
• Proven understanding of core IT infrastructure and networking concepts (Active Directory, Group Policy, DNS, DHCP, SSL, OSI Model, Firewalls, VLANs, VPNs, and TCP/IP)
• Hands-on troubleshooting experience with standard IT hardware (workstations, printers), credit card machine hardware, and medical peripherals (EKG, ECG, Spirometry)
• Experience with Cisco Meraki hardware, dashboard configuration, and firewall troubleshooting
• Experience creating IT procurement quote builds and coordinating equipment provisioning
• Demonstrated experience conducting scheduled remote troubleshooting sessions with end users and upskilling/mentoring Tier 1 support technicians
• Outstanding communication, customer service, and analytical problem-solving skills with high attention to detail
• Ability to work independently in a fully remote environment with minimal supervision while maintaining high productivity and quality standards

Nice to Haves

• Bachelor's Degree Or Commensurate Experience
• healthcare environment experience

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Pet insurance
• 401K
• Paid time off
• Other wellness programs
• Annual bonus targeted at 15%
• Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost
• Fully remote work environment