IT Support Specialist II

Overview

About Health Drive

Health Drivedelivers on-site healthcare services to residents of long-term care facilities, offering a comprehensive suite of specialties including primary care, behavioral health, dentistry, optometry, podiatry, and audiology. Our mission is to improve the quality of life for patients through compassionate and consistent care, while supporting our partners with reliable, integrated healthcare solutions tailored to the unique needs of senior populations.

About the Position

The IT Support Specialist II is a senior individual contributor onHealth

Drive'sIT support team, responsible for second-line resolution across the full support portfolio: clinical and business applications, Microsoft 365 and identity services, endpoint management, network connectivity, and day-to-day end-user support. This is a broad delivery role rather than a narrow specialism.

Within that breadth, the role carries designated depth in Microsoft 365 tenant and identity administration. That capability is thinly held on the team today, and the role is the primary resolver for tenant, identity,accessand connectivity work that would otherwise elevate outside the support function.

A substantial share of the work in this area is repetitive administration rather than complex engineering. The role is therefore expected to reduce recurring demand through scripting, self-service and permanent fixes rather than to absorb it indefinitely, and to convert individually held knowledge into maintained runbooks. The Specialist IIparticipatesin the team's first responder rotation and carries general end-user support volume alongside their area of depth.

Works within policies ofHealth

Drive. Based atHealth

Drive'sFramingham, MA office on a hybrid schedule. Occasional travel to company locations may berequiredto support infrastructure work, office technology needs, mergers and acquisitions activities, or other business priorities.

This roleparticipatesin after-hoursactivity for critical incidents, planned changes, tenantmigrationsand acquisition cutovers. The role may require lifting,transportingor setting up end-user and network equipment as needed.

$26.44 to $36.05 hourly, based on experience

• PPO Medical, Dental, and Vision Insurance
• 401(k) + Company match
• Paid Time Off
• employee referral bonuses.

#INDHDCORPREC

• Second-line resolution:Resolve escalated incidents and requests across applications,system sand end-user support, taking ownership through to closure rather than routing work onward.
• Application support:Troubleshoot Health Drive 'selectronic medical record platforms, Practice Management Suite, facilityplatformsand business applications.
  
  Perform record maintenance and data corrections, including query-level diagnostics where required.
• Identity and access administration:Administer accounts,groupsand role assignments in Entra  Active Directory. Fulfil access requests, support multi-factor authentication enrolment and re-registration, and troubleshoot conditional access outcomes.
• Microsoft 365 tenant support:Administer Exchange Online mailboxes, shared mailboxes, distribution lists, mailboxpermissionsand delegation. Managelicenceassignment and reclamation.
• Endpoint management:Support Intune configuration profiles, compliancepoliciesand Autopilot enrolment. Administer mobile device management for the corporate handset fleet.
• Network and connectivity:Diagnose wired,wireless and remote access problems, including VPN connectivity and TCP/IP,DNSand DHCP faults. Escalate genuine infrastructure defects with diagnostic work already completed.
• Server services:Support remote desktop and terminal services, print services and fax services, and respond to capacity and error conditions.
• End-user support:Carrygeneral supportvolume — endpoint and peripheral faults, operating systembehaviour, single-user connectivity and printing, and routine access requests — as a standing part of the role rather than asoverflow.
• First responder rotation:Take scheduled rotation weeks covering intake,triageand first-contact resolution across all support categories.
• Automation and self-service:Script recurring…