IT Operations Technician II

Description

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.

• 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.

• Administer and maintain Microsoft 365 services including Exchange Online, Teams, SharePoint, and Entra  (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.

• 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.

• 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.

• 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.

• 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.

• 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

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.

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