What are the responsibilities and job description for the L2 Help Desk / Service Desk Analyst position at Centraprise?
About the Role
The L2 Help Desk professional will provide advanced technical support in a healthcare setting where integrity, compliance, and quality are essential. This role plays a key part in enabling cross-functional teams to deliver meaningful and impactful solutions that improve health outcomes nationwide.
Key Responsibilities
Resolve escalated technical issues from L1 support through in-depth troubleshooting and analysis.
Support and maintain Windows/Mac OS, enterprise applications, and end-user hardware.
Manage Active Directory (user and group management, access controls, basic GPOs).
Support O365 / Exchange, VPN, remote access tools, printers, and file services.
Perform root cause analysis and document resolutions for recurring issues.
Collaborate with infrastructure, security, and application teams to ensure system reliability.
Maintain accurate documentation, SOPs, and knowledge base articles.
Ensure adherence to SLAs, ITIL processes, and healthcare compliance requirements (HIPAA awareness preferred).
Required Skills & Qualifications
Strong hands-on experience in L2 desktop and application support.
Experience with ticketing systems and incident management workflows.
Excellent communication, documentation, and problem-solving skills.
Ability to work in a compliance-driven healthcare environment
Salary : $15 - $25