IT Support Technician II

NOMS Healthcare provides a different approach to healthcare. We are physician owned and physician led, where patient care is top of mind for all employees. Our goal is to continually improve our scope and depth of service based on the ever-changing needs of our patients. NOMS is also committed to taking an active role in the betterment of our community, particularly related to healthcare matters affecting our fellow citizens.

We develop and support health care practices recognized for exceeding patient expectations, thereby setting the standard for excellence in Northern Ohio.

At the heart of our culture are the values that guide everything we do:
Trust, Teamwork, Patient-Centered Care, Community Focus, and High Quality
. These principles are more than words on a page — they shape how we serve, collaborate, and grow together.

We are rapidly expanding and want you to join our team!

Under the supervision of the End User Services Supervisor, this position is the technical community’s backbone for supporting our organization’s technical needs. The ST2 provides direct support to users for a wide range of issues, including routine application support, office network troubleshooting, equipment selection and deployment, account administration, system performance assessment, and more. ST2s also lead light office-level projects like expanding network data drops, adding wireless access points, verifying data security policy compliance, and supporting staff moves and expansions.

ST2s are expected to demonstrate excellent process discipline through clear and complete communication in support tickets, contributing to our collective technical documentation, and provide escalation support for the Support Technician Is.

The Support Technician II is responsible for providing excellent customer service while rendering technical assistance. This position adheres to the company’s policies and procedures for structured communication via an issue ticketing system where details on troubleshooting and response are clearly recorded for each user issue. Candidates are reviewed by their success assisting users with technical issues while maintaining focus on the quality of the customer experience.

Successful candidates are detail-oriented, courteous, excited about technology and sharing that excitement with others. Excellent candidates are continuing their own technical and professional development while working toward higher-value positions in systems, network, security, and cloud administration.

• Promptly respond to user-initiated support requests, typically via phone or issue ticket
• Troubleshoot and resolve routine user issues using policies and procedures indicated by the NOMS technical community
• Provide excellent customer service by maintaining a focus on user experience in all user-facing support activities
• Record details of reported issues and response actions taken in the NOMS issue ticketing system
• Handoff more complex issues to the senior technical team with a well-documented record of troubleshooting steps taken before escalation
• Attend essential activity and training meetings conducted by technical community leadership
• Continue to develop technically and professionally with the goal of eventual promotion to more complex and valuable positions within the technical community
• Participate in on-call rotations and provide after-hours support as needed for critical system maintenance and emergencies
• High-level of comfort using and supporting Microsoft Windows and common desktop applications, such as Outlook, Word, and Excel
• Understanding of basic desktop networking configuration and function
• Comfort attaching and troubleshooting common peripheral devices such as keyboards, mice, monitors, credit card readers, and barcode scanners.
• Methodical problem-solving approach to issues with hardware, software, and business processes
• Team-oriented approach to knowledge sharing and brainstorming complex issues.
• Sense of responsibility for longer-term non-transactional work like projects and process improvements
• Ability to work independently and in front of professional staff while representing the NOMS technical community.
• Candidates are expected to continue their professional and technical development on a track toward higher impact technical positions such as ST3, Systems Administrator, or Engineer / Architect roles in IT.
• Clear and concise written communication when describing technical issues.
• People-oriented customer service focus in all internal and customer-facing communication

• Minimum high school diploma or equivalent
• Previous experience in a technical work setting is requested but not required
• Strong candidates have a natural interest and aptitude with technology and aspire to more advanced technical work as their careers progress
• Entry-level technical support certifications are viewed favorably (CompTIA A+, Google IT Support Certificate, Microsoft MD100, etc.)