Tier 2 Support Specialist

JOB SUMMARY

The Support Specialist provides advanced technical support for escalations from Tier 1 resources and is 

responsible for resolving more complex incidents and service requests. This role requires deeper  technical expertise and often involves hands-on troubleshooting, device support, and collaboration with Tier 3 engineers. This role requires participation in an on-call rotation, with responsibilities for escalated end-user and system issues outside normal business hours. 

JOB DUTIES

Incident & Request Resolution  

• Resolve escalated tickets from tier 1 in accordance with SLAs.   

• Troubleshoot hardware, software, networking, and account-related issues.   

• Perform installations, upgrades, and configuration of devices and applications.   

• Provide deskside and remote support for end-users, including AV and meeting technology.

• Provide after-hours support as part of the on-call rotation, resolving escalated issues and coordinating with tier 3 or other IT teams when needed.   

Customer Support & Experience  

• Deliver advanced troubleshooting while maintaining strong customer service.  

• Communicate complex technical solutions clearly to non-technical users.   

• Ensure escalations are handled promptly and professionally.   

Knowledge & Documentation  

• Create and maintain documentation and knowledge base articles.   

• Provide training, guidance, and mentoring to tier 1 resources.  

• Suggest process improvements to reduce escalations and improve efficiency.  

Collaboration & Escalation  

• Partner with tier 3 on advanced issues requiring specialized expertise.   

• Assist in IT projects, deployments, and technology rollouts.   

The above statements are only meant to be a representative summary of the major duties and  responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description. 

QUALIFICATIONS

• Associate's or Bachelor's degree in IT or related field (or equivalent experience).   

• 2+ years of IT support experience with exposure to Tier 1 and Tier 2 responsibilities.   

• Proficiency in Windows/macOS, Active Directory, Office 365, endpoint management, andnetworking fundamentals (DNS, DHCP, VPN).   
• Strong troubleshooting, multitasking, and mentoring skills. 

• Excellent communication with end-users and peers.   

• CompTIA Network+, Microsoft 365 Certified, or similar certifications preferred. 

Location:Farmington, CT

Compensation: $70,000 - $75,000

Why Join Us? 

Something else that sets us apart from other companies is the quality of our most valuable resources – our people! We are dedicated to living out our culture as defined by our core values, “CAPLICO”: 

• Customer Second – We prioritize and support our team so they can deliver exceptional care. 

• Accountability – Own your work and outcomes. 

• Passion for Learning – Grow continuously with curiosity and culture. 

• Love One Another – Build authentic, respectful, and trusting relationships. 

• Intelligent Risk Taking – Innovate and challenge the status quo. 

• Celebrate – Recognize the small wins, they add up! 

• Ownership – Be the CEO of your role. 

Additional Benefits:

• True Work-Life balance – We believe in taking care of yourself before you take care of others! 

• Full benefits package (medical, dental, vision, 401(k) with match) 

• Paid time off, holiday pay, and professional development 

• Your voice matters! - Work with other passionate and high-achieving leaders who care deeply about patient outcomes and team success.  

About Pennant Services

We support over 250 home health, hospice, senior living, and home care operations across 19 states. Our Service Center model empowers local leadership while providing centralized clinical, legal, HR, IT, and compliance support to help ensure high-quality care. 

www.pennantgroup.com