Technical Support Specialist Tier 2 (Healthcare)

TL;DR

Technical Support Specialist Tier 2 (Healthcare): Resolving escalated technical issues and diagnosing complex software and system problems within cloud environments for Department of Veterans Affairs healthcare technology with an accent on advanced troubleshooting and incident resolution. Focus on solving systemic issues across software, hardware, and cloud networks in collaboration with engineering teams.

Location: Remote in any United States jurisdiction except AK, CA, CO, CT, DC, HI, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, and WY

Salary: $45,000 - $50,000 per year

Company

hirify.global is a certified veteran-owned small business with 26 years of experience building and delivering quality IT systems and programs for government agencies.

What you will do

• Investigate and resolve technical issues escalated from Tier 1 support.
• Perform advanced troubleshooting across software, hardware, cloud networks, and C# applications.
• Document issues, solutions, and root causes in ticketing systems like ServiceNow and Jira.
• Collaborate with engineering, Tier 3 support, and development teams on unresolved or systemic issues.
• Provide guidance and mentorship to Tier 1 Support agents.
• Identify recurring problems and recommend process or product improvements.

Requirements

• 3 years of information technology experience.
• U.S. Citizenship or Permanent Resident who has lived in the United States for at least 3 years.
• Ability to obtain and maintain a Federal Civilian Public Trust clearance.
• Strong understanding of cloud platforms (Azure, AWS) and operating systems (Windows, Linux).
• Familiarity with networking fundamentals including DNS, DHCP, TCP/IP, VPN, and firewalls.
• High School Diploma.

Nice to have

• Experience with scripting or automation using PowerShell, Bash, or Python.
• Knowledge of VA operations (VistA, Telehealth and Scheduling).
• Experience with Electronic Health Record (EHR) or Electronic Medical Record (EMR) systems.
• Experience with Infrastructure as a Service (IaaS) or enterprise IT environments.

Culture & Benefits

• Medical, dental, vision, and prescription drug coverage for employees and their families.
• Company-paid life insurance, short-term disability, and long-term disability.
• Supplemental coverage for Accident, Critical Illness, and Hospital.
• 401k plan with various investment options.