Senior Help Desk Support Specialist (Level 2/3)
Location: Lake Success, NY
Schedule: Full-Time, In Person
Salary: $85,000–$95,000 per year
About the Position
ATC Healthcare Services is seeking a full-time Senior Help Desk Support Specialist (Level 2/3) to join our corporate IT team in Lake Success, New York.
This is an in-house corporate IT role supporting internal employees and authorized business users of ATC Healthcare Services and CareBuilders at Home. It is not a client-site assignment, healthcare staffing placement, franchise opportunity, or general recruiting role.
In this position, you will provide advanced end-user technical support, resolve escalated issues, and help maintain reliable day-to-day technology operations. You will work primarily from our Lake Success office while providing both in-person and remote support as needed.
We are looking for someone who combines strong troubleshooting skills with excellent customer service and takes ownership of issues through resolution or appropriate escalation.
Key Responsibilities
- Provide Level 2 and Level 3 technical support to internal employees and authorized business users.
- Troubleshoot escalated hardware, software, Microsoft 365, endpoint, connectivity, VPN, and user-access issues.
- Support Windows desktops and laptops, printers, mobile devices, peripherals, and approved software.
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
- Administer user accounts, passwords, permissions, and access through Active Directory and/or Microsoft Entra ID (Azure AD).
- Support employee onboarding and offboarding by provisioning and deprovisioning accounts, equipment, applications, email, and system access.
- Troubleshoot common network and remote-access issues, including Wi-Fi, TCP/IP, DNS, DHCP, and VPN connectivity.
- Monitor help desk tickets and escalated requests to ensure timely, well-documented resolution.
- Coordinate with internal stakeholders and approved vendors to resolve infrastructure, application, security, or network-related issues.
- Maintain accurate technical documentation, including troubleshooting steps, resolutions, procedures, and recurring issues.
- Assist with IT asset inventory, device records, software licensing, subscriptions, hardware replacements, deployments, upgrades, and other technology projects.
- Follow all company cybersecurity, confidentiality, information-security, and data-protection requirements.
- Perform other related IT duties as assigned.
Qualifications
- 3+ years of experience in help desk, desktop support, technical support, or a similar IT support role preferred.
- Experience providing Level 2 or other advanced end-user technical support.
- Strong working knowledge of Windows operating systems and Microsoft 365.
- Working knowledge of Active Directory and/or Microsoft Entra ID (Azure AD).
- Experience with user provisioning, access management, permissions, and account administration.
- Working knowledge of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and general network troubleshooting.
- Experience troubleshooting computers, printers, mobile devices, and peripheral equipment.
- Experience using help desk or ticketing systems.
- Ability to independently investigate technical issues and determine when escalation is needed.
- Strong communication, customer-service, organization, and problem-solving skills.
- Ability to explain technical information clearly to users with varying levels of technical experience.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong attention to detail and commitment to confidentiality and information security.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
- CompTIA A+, Network+, Security+, Microsoft, or similar IT certifications.
- Experience supporting employees across multiple locations.
- Experience with endpoint management, cybersecurity tools, and remote-support applications.
- Experience in healthcare, staffing, home care, franchising, or another multi-location organization.
About ATC Healthcare Services
For more than 40 years, ATC Healthcare Services has provided healthcare staffing and workforce solutions throughout the United States. Our corporate team also supports CareBuilders at Home, an affiliated non-medical home care organization.
Compensation & Benefits
The salary range for this position is $85,000–$95,000 annually. Actual compensation will be based on relevant experience, education, credentials, skills, and internal equity.
Eligible employees may receive a benefits package that includes:
- 401(k) and company matching
- Medical, dental, vision, and life insurance
- Paid time off
- Retirement savings opportunities
- Additional employee programs, subject to plan terms and company policies
ATC Healthcare Services and CareBuilders at Home are Equal Opportunity Employers. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.