Tier 2 Technical Support Analyst

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

The Tier 2 Technical Support Analyst serves as a key technical leader responsible for resolving complex, high-priority escalations and maintaining business-critical IT operations nationwide. Operating with high autonomy, this role drives technical decision-making across advanced infrastructure, network systems, telephony, and specialized clinical hardware.

By combining advanced troubleshooting expertise with continuous process improvement, chatbot workflow engineering, and Tier 1 mentorship, the Specialist ensures seamless service continuity, elevates organizational IT capabilities, and mitigates operational risk across healthcare environments.

Primary Job Duties

• 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 Ninja One, 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.

• Bachelor's degree or commensurate experience preferred.

• 2+years 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), Connect Wise, 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…