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All (47) 🌍 Worldwide (4) 🇺🇸 US (40) 📍 Location-specific (3)

Today

Tier 2 IT Support Specialist

Evolver Inc Reston, VA 🇺🇸 Remote

Reston, VA

Today

Full time Active Directory Cloud Platforms End User Support

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Job Description

The Tier 2 IT Support Specialist role provides remote, after-hours technical assistance for USDA and other clients, acting as the escalation point between Tier 1 and Tier 3 with deep hardware, software, networking, and account troubleshooting expertise.

Responsibilities

Address escalations from Tier 1 through the Remedy ticketing system.
Diagnose and resolve VPN connectivity issues, perform password resets, and support USDA-approved desktop applications.
Process incidents, change requests, and work orders with an emphasis on timely closure to meet performance targets and ensure customer satisfaction.
Deliver remote support for hardware and software problems.
Execute software installations, remote reimaging, and configuration of USDA-standard systems.
Assist with operating system upgrades, patch management, and deployment activities.
Troubleshoot and support telecommunications equipment including VTC, VoIP, and WITS.
Resolve printer, peripheral, and network connectivity problems.
Assist with user account provisioning, password resets, and Windows Hello for Business (WHfB) support.
Coordinate remote deployment, shipping, and tracking of loaner devices and other hardware assets.
Maintain accurate inventory through asset and configuration management practices.
Provide high quality support via phone, email, chat, and remote-access tools.
Explain technical solutions clearly to non-technical users.
Offer support to senior government executives, including the Office of the Secretary and Under Secretaries.
Adapt to fluctuating ticket volumes and contribute to special IT projects as needed.
Remain available for the assigned after-hours shift to ensure consistent coverage.
Route tickets as a personal queue manager and oversee timely resolution.

Requirements

An associate degree in Information Technology or a related field, or equivalent job experience.
Two years of relevant technical support or help desk experience.
One year of hardware and software troubleshooting experience.
One year of experience with VPN, networking, and operating system upgrades.
One year of experience in account provisioning, remote imaging, and software deployment.
One year of experience with telecommunications systems (VTC, VoIP, WITS).
One year of experience with asset and configuration management.
U.S. citizenship with the ability to pass a comprehensive background check and maintain a favorable Public Trust status.

Technologies

Technologies and tools used in this role include the Remedy ticketing system, VPN connectivity, Windows 10 and Windows 11 (OS upgrades and migrations), remote imaging, and Office 365 suite (Outlook, Teams, SharePoint Online). Additional platforms include VTC, VoIP, WITS, Linc-Pass (PIV Card), Windows Hello for Business, and Active Directory.

Benefits

Health, dental, and vision insurance
401(k) retirement plan
Flexible spending account
Paid leave, including PTO and parental leave

Work Schedule & Remote Requirements

Evening shift from 4:30 PM to 1:00 AM.
Overnight shift from 1:00 AM to 8:30 AM.
Mixed or weekend shift that includes a weekend block from 8:00 AM to 4:30 PM.
A reliable high-speed internet connection and a secure, distraction-free home workspace are required.
Ability to work independently with minimal supervision during evening, overnight, and weekend periods.
Willingness to work scheduled after-hours, weekend, and holiday shifts as assigned.
Government-furnished equipment must be maintained and secured per USDA policy.

Additional Duties

Remotely diagnose and resolve PC and network hardware and software issues, coordinating local hands-on support or device shipment when on-site repair is necessary.
Provide advanced support for Microsoft Outlook, Teams, and Office 365.
Support Linc-Pass (PIV Card) certificate associations and wireless broadband connectivity.
Assist with remote PC refresh and migration, for example from Windows 10 to Windows 11.
Offer end-user training on Microsoft Office 365 and SharePoint Online.

Preferred Qualifications

Three years of relevant technical support or help desk experience.
Previous experience in federal IT environments, particularly USDA.
Proficiency with Remedy or similar ticketing systems.
Experience supporting printers, peripherals, and networking hardware.
Advanced troubleshooting skills for Microsoft Teams and Outlook.
Familiarity with Active Directory and domain-level user rights administration.
Strong customer service and communication skills.
ITIL Foundation (v4) certification is desirable but not required.
Relevant certifications such as CompTIA A+, Network+, Security+, HDI Support Center Analyst, or Microsoft 365 Certified are a plus.
Must be able to obtain and maintain a favorable Public Trust background status.

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1d ago

EHR Helpdesk Analyst

Software Technology Inc Remote 🌍 Remote

Remote

1d ago

Contract Application Support EHR Electronic Medical Records

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Job Description

What we offer

Software Technology Inc provides a remote contract role as an EHR Helpdesk Analyst. This position delivers advanced technical support for Epic EHR and related clinical applications across 13 state operated behavioral healthcare facilities. You will be the initial IT support contact, helping ensure timely resolution and reliable operation of Epic and related systems. The role supports go live events and system upgrades, develops documentation and knowledge base resources, and offers opportunities to collaborate with clinical informatics, application analysts, and technical teams. A strong emphasis on HIPAA, security, and IT governance guides all activities, contributing to high quality patient care and end-user satisfaction.

Responsibilities

Provide support for Epic applications, workflows, access, printing, and integration issues.
Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems.
Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems.
Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities.
Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting.
Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs).
Assist with Epic user account provisioning, role changes, template assignments, and security access requests.
Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs).
Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support.
Maintain documentation, knowledge base articles, and standard operating procedures.
Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques.
Support change management and scheduled downtime communications as needed.
Ensure adherence to HIPAA, security, and IT governance policies in all technical activities.
Escalate critical issues and downtime events according to established protocols.

Technologies

Epic
ServiceNow

About the role

The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. Working within the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic issues, contributing to the stability and usability of the system in support of high-quality patient care. The role emphasizes collaboration with clinical and technical teams to maintain reliable IT services and end-user satisfaction.

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1d ago

IT Support

ATC Madison, WI 🇺🇸 Remote

Madison, WI

1d ago

Full time Active Directory Application Support End User Support

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Job Description

ATC seeks an IT Support professional for a remote role in Madison, WI, focused on tier 3 desktop support, hardware and software maintenance, and incident/service request management for a 10,000+ user and 10,000+ endpoint environment across Wisconsin.

Responsibilities

Provide Tier 3 support and ongoing maintenance for workstation hardware and software.
Manage operating system updates and support for user workstations.
Ensure application certification and oversee software distribution and update methods.
Support and maintain peripheral devices including printers and scanners.
Handle Incident and Service Request Management processes.
Deliver technical assistance on assigned projects under the Desktop Support Supervisor.
Collaborate daily with a team of 10 technicians and 1 project manager.
Assist with Tier 2/3 desktop support incidents and requests as needed.
Help with projects to implement new hardware or software in collaboration with business partners.
Support a Wisconsin-based organization of 10,000+ endpoints and users.

Requirements

Level 3 support and maintenance of workstation software and hardware with 5+ years of experience.
Incident and Service Request Management experience with 5+ years.
Peripheral device support and maintenance (printers, scanners, etc.) with 2-5 years of experience.
High School diploma or equivalent required.

Technologies

SCCM
Ivanti
Google Workspace
Microsoft Group Policy Object (GPO)
Learning Management System (LMS)

Position Details

Employment type: Staff augmentation
Openings: 2
Location: Madison, WI (remote); occasional on-site in Wisconsin
Travel: Some occasional travel may be required to assist on project work in prisons or other offices for implementations; option to use company vehicle or travel reimbursement
Onsite cadence: In-person meeting in Madison once per month
Hours: 40 hours per week, day shift
Schedule: Start time 8:00 AM, end time 4:30 PM
Weekend work: None

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1d ago

Desktop Support

ATC Madison, WI 🇺🇸 Remote

Madison, WI

1d ago

Full time Active Directory Computer Skills Desktop Support

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Job Description

ATC is seeking an experienced remote Desktop Support specialist to deliver Tier 3 assistance for a large device and user base. The role supports more than 9,000 devices and 10,000 users from Madison, Wisconsin, operates on a 40 hour per week day shift, and includes occasional on-site visits. The position functions within a team of eight technicians and one project manager.

Responsibilities

Tier 3 support and ongoing maintenance of workstation software and hardware
Support and maintenance of operating systems for user workstations
Peripheral device support and maintenance, including printers and scanners
Incident and Service Request Management
Technical assistance on projects as assigned by the Desktop Support Supervisor

Requirements

Minimum experience: 2 years
Education: High School
Level 3 support and maintenance of workstation software and hardware (5+ years required)
Incident and Service Request Management (5+ years required)
Peripheral device support (printers/scanners/etc.) and maintenance (2-5 years)

Technologies

SCCM
Ivanti
Google Workspace
Microsoft Group Policy Object (GPO)
Learning Management System (LMS)

Interview Process

Two round interview process conducted via Microsoft Teams video. An on-site interview may be required for the first round, with a potential virtual second round.

Description of Role

This role engages in tier three desktop support, acting as a technical resource for projects and collaborating with a team of eight technicians and one project manager. It supports a large organization with more than 9,000 devices and 10,000 users, requiring the ability to balance incident and service request workloads with project work. Professional verbal and written communication is essential. Although it is a remote position, occasional office or site visits may be necessary for troubleshooting and project work. Primary duties include supporting, testing, maintaining, and installing hardware and software, ensuring operating system currency, and handling application certification and software distribution or update methods. The team works daily with ten technicians and one project manager, and involvement in tier 2/3 incidents and requests, as well as projects to implement new hardware or software in partnership with business stakeholders. The role supports operations across the state of Wisconsin.

Other Notables

Travel: Some occasional travel may be required to assist on project work in prisons or other offices for implementations. Option to use a company vehicle or be reimbursed. An in-person/onsite Madison meeting is required once per month.
Position information: Staff augmentation; 40 hours/week; daily billing type; day shift; start time 8:00 AM; end time 4:30 PM; weekend work: none; minimum education level: High School; number of positions: 2.

Nice to Have Skills

Packaging software applications for mass deployment using management tools (SCCM, Ivanti, etc.)
Patch Management
Imaging experience using management tools (SCCM, Ivanti, etc.)
Learning Management System (LMS) support experience
Google Workspace experience
Microsoft Group Policy Object (GPO) experience

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4d ago

IT Support Specialist - Manufacturing Operations

Framebridge Inc Holyoke, MA 🇺🇸 Remote

Holyoke, MA

4d ago

$55k - $60k/yr Full time Barcode Scanner Cisco Meraki Control Systems

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Job Description

Framebridge Inc is seeking an IT Support Specialist for Manufacturing Operations based in Holyoke, MA with remote options to deliver hands-on multi-site plant IT support, troubleshoot CNC hardware and devices, manage networks and systems, and lead IT projects and new plant openings.

Responsibilities

Deliver daily technical support to plant staff across multiple sites, on-site or remotely as required.
Diagnose and resolve issues across plant hardware and software, including Patriot CNCs, Gunnar CNCs, Zund CNCs, Mat Caption machines, engravers, wide-format printers, barcode scanners, and VoIP phones.
Monitor network connectivity, Wi-Fi, and VoIP systems to minimize downtime; coordinate outages or repairs with vendors.
Administer and scale the Mobile Device Management system for secure device deployment, patching, and lifecycle management.
Log, triage, and resolve tickets in the ticketing system; document solutions in a shared knowledge base to improve consistency.
Provide training to plant staff on basic troubleshooting, POS procedures, and IT policies.
Lead and contribute to IT projects such as hardware refreshes, software rollouts, security upgrades, and automation initiatives.
Configure IT equipment and infrastructure for plant openings, relocations, and renovations.
Coordinate with external vendors for hardware procurement, installation, and managed services.
Provide backup support to the Retail Operations IT team during peak periods and special projects.
Assist Corporate IT with equipment ordering, configuration, and software access provisioning as needed.
Travel to each plant site to foster relationships with the supported operations teams.
Assess current plant IT infrastructure and identify top three opportunities to reduce downtime.
Define a baseline ticket response SLA and begin tracking performance against it.
Own at least one active IT project and drive it through to completion.

Requirements

Minimum three years of IT support experience in a multi-site environment such as manufacturing or retail.
Strong working knowledge of Windows and macOS, mobile device support, and network troubleshooting (TCP/IP, VPN, routers, Wi-Fi).
Practical experience with ticketing systems and remote support tools.
Excellent interpersonal and communication skills, comfortable collaborating with non-technical teammates.
Ability to prioritise tasks, multitask, and travel between plant locations as needed.
Associate or Bachelor’s degree in IT, Computer Science, or a related field, or equivalent hands-on experience.

Technologies

Windows
macOS
Patriot CNCs
Gunnar CNCs
Zund CNCs
Mat Caption machines
Engravers
Wide-format printers
Barcode scanners
VoIP phones
Mobile Device Management (MDM)
TCP/IP
VPN
Routers
Wi-Fi
Kandji
Jamf
Intune
Google Workspace
Google Admin
FreshService
TeamViewer
Cisco Meraki
Shopify POS

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k)
PTO
Employee discount

Reporting To

Sr. IT Support Specialist – Manufacturing Operations

Compensation

Salary: USD 55,000 – 60,000 per year, plus benefits including medical, dental, vision, 401(k), PTO, and employee discount.

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5d ago

IT Support Analyst II

Radiology Partners Inc Remote 🌍 Remote

Remote

5d ago

$65k - $75k/yr Full time End User Support Health Information Systems Help Desk Support

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Job Description

Remote IT Support Analyst II role at Radiology Partners Inc offers end-user IT support, access and incident management, HL7 analysis, process documentation, and ticketing workflow.

Responsibilities

Provide end-user IT support for Radiology Partners systems, troubleshooting desktops, laptops, mobile devices, VPN access, and on-call coverage as needed
Manage user access, incidents, service interruptions, and downtimes to maintain a stable end-user experience
Analyze HL7 messages and recurring system issues, collaborating with internal and external teams to implement lasting fixes
Document and share IT processes, including how-to guides and downtime procedures, to support training and close knowledge gaps
Utilize ticketing tools to record issues, track resolutions, and communicate effectively with customers and cross-functional teams

Requirements

Bachelor’s degree in Computer Science, Information Technology, or equivalent experience preferred
Experience supporting healthcare IT environments, including PACS systems and radiology workflows
Proficiency with software installation, configuration, troubleshooting, hardware, networks, and voice dictation systems such as PowerScribe
Strong customer service skills with critical thinking and creative problem-solving abilities
Prior Healthcare IT experience with the ability to provide effective on-call support

Technologies

PowerScribe
PACS
HL7
VPN

Benefits

Competitive benefits package with eligibility starting the month after hire and tiered options
Compensation reviews and career growth opportunities
Flexible remote schedules
Generous PTO plans and paid holidays
Proudly certified as a Great Place to Work for five consecutive years

Compensation

The salary range for this position is USD 65,000 to 75,000 per year. Final determinations may vary based on education, work experience, certifications, geographic location, and other factors. This role is eligible for an annual discretionary bonus.

In addition to this range, Radiology Partners offers competitive total rewards packages, including health and wellness coverage options, 401(k) benefits, and additional benefits such as family planning and telehealth, all subject to eligibility requirements.

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5d ago

Desktop Support Technician II (Virtual Service Tech)

Empower AI Inc. Remote 🌍 Remote

Remote

5d ago

Full time Computer Skills Customer Support End User Support

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Job Description

Empower AI Inc. is expanding its remote support team with a Desktop Support Technician II who will specialize in end-user device assistance, hardware refresh deployments, and IT asset management via ServiceNow. This fully remote role requires coordinating with multiple IT services teams and scheduling Google Meet sessions to support government asset provisioning and lifecycle management.

Responsibilities

Work as part of a fully remote end-user device support team, focusing on deploying new hardware through the refresh process.
Maintain a calendar of Google Meet appointments and directly interface with end-user customers to schedule sessions.
Support IT asset management and ticketing through the ServiceNow platform.
Collaborate with the refresh care team, IT warehouse personnel, and colleagues across IT Asset Management, Regional Office Base Desk Side Services, Mobile Device Management, and the IT Help Desk.
Coordinate with end users to set up Government assets, whether mobile devices or laptops, and assist with delivery and return of assets.
Maintain and publish the daily event calendar and advertise future Help Desk events.
Maintain up-to-date knowledge of all company products, service procedures, and offerings to assist users effectively.
Monitor team productivity and quality, providing individual feedback as needed.
Provide Help Desk support including answering phones, assisting with web content, and monitoring the Help Desk mailbox.
Maintain and verify daily statistics and generate daily statistical reports.
Maintain an audit trail and statistical records of all problems and conditions reported by clients.
Escalate issues to vendors and third-party entities as necessary and directed by Government requirements.

Requirements

Public Trust Clearance by start date.
2 to 7 years of experience with a High School Diploma.
Experience as a remote worker with strong time management and self-discipline, and the ability to adapt to cultural change with an Agile mindset.
ITILv4 Foundation Training and ITILv4 Foundation Certification, or ability to obtain within 120 days after hire.
Ability to handle multiple complex assignments, using originality and initiative to determine how to accomplish tasks.
Works with appreciable latitude in developing methodologies and presenting solutions to problems.
Contributes to deliverables and performance metrics where applicable.
Provides technical assistance to computer users, resolving questions or problems in person, by phone, or electronically.
May assist with the use of computer hardware and software, including printing and installations.
Proven ability to work independently in a full or partial remote environment with limited supervision and possibly supervise/lead others.
Strong oral and written communication skills, with the ability to interact effectively with all levels of staff and clients.
Maintain standard working hours per the DIGIT contract and be available for meetings and collaboration during those hours.
Demonstrated ability to apply knowledge across key tasks and high-impact assignments, using practical experience and training to complete tasks.

Technologies

ServiceNow
Google Suite (Google Meet, Gmail, Google Calendar, Google Chat, Google Docs, Google Sheets, Google Slides)
Microsoft Office (Word, Excel, PowerPoint, Outlook)
Slack

Overview

Empower AI is AI for government. The company provides federal agency leaders with tools to elevate workforce potential through a direct path for meaningful transformation. Based in Reston, Virginia, Empower AI brings three decades of experience solving challenges across Health, Defense, and Civilian missions. Its Empower AI Platform offers a practical, sustainable path for clients to achieve transformation that aligns with who they are, what they do, and how they work.

Physical Requirements

If remote, maintain a secure home workspace that meets safety and information security standards.
Communicate verbally in person, by phone, or via video, and write clearly using a keyboard.
Appear on camera for meetings with co-workers and government partners while protecting proprietary information.
View computer screens for extended periods and engage in seated work.
Travel is not required.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent to contribute to the firm’s success. Empower AI does not discriminate against applicants or employees based on age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.