IT Systems Specialist II

IT Systems Specialist IIThe IT Systems Specialist II is the escalation point for issues IT Systems Specialist I staff cannot resolve, covering endpoints, identity, cloud services, networks, and vendor-specific hardware and software across all Clearway Pain locations. This role administers core systems, leads site deployments and assigned projects, and mentors IT Systems Specialist I staff to raise first-contact resolution.
Essential Duties and

Responsibilities:
Resolves escalated tickets from IT Systems Specialist I staff, performing root-cause analysis on recurring or complex issues.
Administers Microsoft Entra ID: users, groups, conditional access, MFA, SSO application access, and role assignments per change procedures.
Administers Microsoft Intune: configuration and compliance policies, app deployment, Windows Autopilot, update rings, and device lifecycle management.
Administers Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
Maintains WAN and LAN connectivity at the network level: switches, wireless, firewalls, VPN, and site circuits; works with network and carrier vendors to resolve outages.
Supports the EHR, phone system (Dialpad), and other business applications at the administrator level; serves as liaison with vendor support.
Supports Microsoft Azure and hosted cloud services, including backup and disaster recovery solutions.
Monitors security alerts and endpoint protection; responds to and documents security incidents in line with HIPAA requirements.
Plans and leads technology deployments for new and relocated clinic sites, including equipment, network, and printer setup.
Leads or supports assigned IT projects and ensures timely, thorough completion.
Trains, mentors, and onboards IT Systems Specialist I staff; reviews escalations to identify training needs and ensure accurate follow-through.
Writes and maintains knowledge base articles, standard operating procedures, and system and network documentation.
Supports IT asset management and the inventory system, including procurement requests and equipment lifecycle planning.
Participates in after-hours on-call rotation and planned maintenance windows as scheduled.
Communicates with users and stakeholders as required, including incident progress and notice of impending changes and outages.
Checks work e-mail and the ticket queue regularly throughout the workday.
Participates in and completes all required trainings and in-services.
Performs other duties as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Education and/or ExperienceHigh School Diploma or equivalent WITH three (3) years of related IT support or systems administration experience; OR an equivalent combination of education and/or experience.
Computer

Skills:
Hands-on administration of Microsoft Entra ID, Intune, and Microsoft 365.
Working knowledge of Windows and macOS endpoints, Windows Autopilot, and endpoint security tools.
Working knowledge of networking: TCP/IP, DNS, DHCP, VLANs, Wi-Fi, firewalls, and VPN.
Ability to write or adapt basic scripts (PowerShell preferred) to automate routine tasks.
Proficiency with Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
Certificates, Licenses, Registrations:None required. One or more of the following preferred: Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA Network+, or CompTIA Security+.
Other

Qualifications:
Must have excellent written and oral communication skills, including exceptional customer service.
Must be able to establish and maintain effective working relationships with doctors, clinical staff, other co-workers and the public.
Must be able to work individually as well as within a team.
Must be able to follow both verbal and written instructions.
Must be able to work a flexible schedule, including after-hours on-call coverage.
Must be able to respond with patience and understanding during stressful conditions related to patient health and emergent situations.
Must be able to multi-task and prioritize.
Must demonstrate extreme attention to detail.
Must possess strong organization skills.
Must be able to problem solve and use reasoning.
Must be able to meet predefined quality standards.
Must maintain and project a professional attitude and appearance at all times.
Must be able to understand how IT relates to the business strategy and goals of key stakeholders within the organization.
Must be able to diagnose and resolve complex technical issues.
Must be able to understand various support tools and techniques, and how technology is used to provide IT services.
Must have typing skills sufficient to ensure quick and accurate entry of service request details.
All staff are expected to have a strong desire