Support Jobs in Framingham, MA

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IT Support Specialist II

HealthDrive Framingham, MA

Framingham, MA

Today

$26 - $36/hr Full time Active Directory Application Support End User Support

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Job Description

HealthDrive is building a stronger support experience for clinical and business teams, and the IT Support Specialist II role is a senior individual contributor position on the IT support team. You will provide second-line, end-to-end resolution across Microsoft 365 and identity services, endpoint and device management, connectivity, and day-to-day user support, with primary depth in Microsoft 365 tenant and identity administration. The role also includes participation in an after-hours/first-responder rotation for critical incidents and planned tenant work.

Location and schedule: Framingham, MA (hybrid). Pay: USD 26 - 36 per hour. Experience: 4+ years in progressive IT support.

What you’ll do

Handle escalated incidents and requests across applications, systems, and end-user support, owning items through to closure instead of routing them onward.
Troubleshoot HealthDrive electronic medical record platforms, Practice Management Suite, facility platforms, and business applications, including record maintenance and data corrections with query-level diagnostics when needed.
Administer accounts, groups, and role assignments in Entra ID and Active Directory; manage access requests, support multi-factor authentication enrolment and re-registration, and troubleshoot conditional access outcomes.
Administer Exchange Online mailboxes, shared mailboxes, distribution lists, mailbox permissions, and delegation; manage licence assignment and reclamation.
Support Intune configuration profiles, compliance policies, and Autopilot enrolment; administer mobile device management for the corporate handset fleet.
Diagnose wired, wireless, and remote access issues, including VPN connectivity plus TCP/IP, DNS, and DHCP faults; escalate genuine infrastructure defects with diagnostic work already completed.
Support remote desktop and terminal services, print services, and fax services, including responses to capacity and error conditions.
Share steady support volume for endpoint and peripheral faults, OS behaviour, single-user connectivity and printing, and routine access requests as a standing part of the role.
Participate in scheduled rotation weeks covering intake, triage, and first-contact resolution across all support categories.
Use PowerShell and Microsoft Graph to script recurring administrative requests, focusing on high-frequency, low-complexity items to reduce manual queue handling.
Meet resolution targets and lead times by working queued requests to schedule rather than allowing routine changes to age.
Author and maintain runbooks, standard operating procedures, and knowledge base articles; receive and document scheduled knowledge transfer from existing team members.
Complete joiner and leaver identity, licensing, access, and application tasks to defined lead times, including timely access removal at departure.
Verify endpoint management and security agents are installed and reporting, and remediate failed agents while keeping policy configuration and alert response with the Security function.
Collaborate with infrastructure engineering, Security, application engineering, and the Primary Care support lead on cross-boundary issues.

What you bring

4+ years of progressive IT support experience, including second-line or escalation responsibility in a business environment.
Breadth across domains: the ability to resolve application, systems, and end-user issues rather than focusing on a single specialist queue (this replaces a generalist).
Demonstrable Microsoft 365 administration experience, including Exchange Online (mailboxes and shared mailboxes), distribution lists, permissions/delegation, and licence management.
Working administration of Entra ID and Active Directory, including accounts and groups, multi-factor authentication, and practical understanding of conditional access.
Experience supporting business or clinical applications, including user access, roles, and workflow troubleshooting.
PowerShell scripting for repetitive administration, with willingness to work with Microsoft Graph as central to the role.
Networking fundamentals to diagnose connectivity and remote access issues, plus DNS and DHCP, with the ability to escalate using evidence.
Experience with Intune (configuration profiles, compliance policies, and device enrolment).
Experience working within an ITSM platform, including ticket lifecycle, queue management, and lead-time discipline.
Documentation discipline, including a track record of writing runbooks or procedures that others successfully use.
Clear communication with clinical and non-technical users, including providers, field staff, and corporate employees.

Benefits

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

Additional notes

Occasional travel may be required to support infrastructure work, office technology needs, mergers and acquisitions activities, or other business priorities.
After-hours activity may be required for critical incidents, planned changes, tenant migrations, and acquisition cutovers.
The role may require lifting, transporting, or setting up end-user and network equipment as needed.

Technologies you’ll work with

Microsoft 365, Exchange Online, Entra ID, Active Directory
Multi-factor authentication, conditional access
PowerShell, Microsoft Graph
Intune, Autopilot
VPN, TCP/IP, DNS, DHCP
Remote desktop, terminal services
Print services, fax services
ITSM platform

Preferred qualifications

Experience in healthcare or another regulated environment, including working awareness of HIPAA and protected health information handling.
Experience supporting electronic medical record or practice management systems.
SQL familiarity sufficient to read and adapt queries for diagnostics and record verification.
Windows Server support experience, including remote desktop or terminal services and print services.
Experience administering a cloud-managed network platform such as Meraki.
Experience reducing ticket volume through self-service (example: self-service password reset or a request catalogue).
Experience supporting distributed, field-based, or multi-site users.
Familiarity with endpoint security and management tooling, including agent deployment and health troubleshooting.

Education & certifications

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered.
No certifications or licenses required.
Favorably considered (not screening criteria): Microsoft 365 Certified: Administrator Expert or Endpoint Administrator Associate; Microsoft Certified: Identity and Access Administrator Associate; CompTIA Network+ or Security+; ITIL Foundation Certification.

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