Tier 2 Technical Support Analyst

Summary

Privia Health is a technology-driven physician enablement company that uses cloud-based technology to support medical groups, health plans, and health systems. The Tier 2 Technical Support Analyst resolves complex technical escalations and maintains critical IT operations across infrastructure, networks, telephony, clinical hardware, and endpoint systems. The role also leads chatbot workflow improvements, supports go-live operations, and mentors Tier 1 support teams.

Responsibilities

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

Skills

• 2+ 3 a0years of work-related experience in IT desktop support, network administration, or technical operations (healthcare environment experience preferred)
• 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
• In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed
• Bachelor's degree or commensurate experience preferred
• Healthcare environment experience preferred

Qualifications

Must Haves

• 2+ 3 a0years of work-related experience in IT desktop support, network administration, or technical operations (healthcare environment experience preferred)
• 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
• In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed

Nice to Haves

• Bachelor's degree or commensurate experience preferred
• healthcare environment experience preferred

Benefits

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