Onsite IT Support Technician II (Tier 2)

Onsite IT Support Technician II (Tier 2)

Reports To: Service Desk Manager, InterScripts Managed Services

Employer: InterScripts, Inc. (W-2, Full-Time)

Work Location: Onsite - North Chicago, Illinois

Schedule: Full-time, in-office during posted hospital business hours, with occasional extended or weekend coverage required during outages.

FLSA Status: Non-Exempt

Position Summary:

InterScripts, Inc. seeks a customer-focused Onsite IT Support Technician II to serve as the on-the-ground technical presence for service-desk engagement in the North Chicago area. operates 24×7 veterinary emergency and specialty hospitals where clinical teams depend on technology being available every minute the doors are open. This is a hands-on, in-office role: the technician resolves escalated (Tier 2) incidents and service requests locally, restores business-critical systems such as payment terminals and point-of-care devices quickly, and delivers a consistently professional, empathetic experience to hospital staff and leadership.

This position is embedded onsite rather than remote. The successful candidate is expected to work from the hospital facilities during business hours, be visible and approachable to staff, and act as the trusted face of InterScripts IT support at the location.

Key Responsibilities:

Incident & Service Request Resolution (Tier 2)

• Own and resolve escalated incidents and service requests for the Chicago site, meeting InterScripts service-level targets for response and resolution.
• Serve as the local responder for business-critical outages - e.g., Pay Junction payment-terminal failures that halt client checkout - diagnosing hardware, network, and application-layer causes and restoring service or coordinating vendor repair.
• Troubleshoot point-of-care and clinical peripherals, including EPOC/handheld analyzers and in-room connectivity issues affecting ICU and treatment areas.
• Provide desk-side and hands-on support for EzyVet (practice management) users, workstations, printers, label printers, scanners, and payment hardware.
• Document all work accurately and promptly in the IT service-management (ITSM) ticketing system, keeping status, notes, and resolution details current.

Onsite & Field Support

• Image, deploy, relocate, and decommission workstations and peripherals; manage local equipment inventory, shipments, and secure return/retrieval of company assets.
• Support Microsoft 365 / Teams, endpoint, VPN, and basic network connectivity issues at the site, escalating infrastructure items to the appropriate InterScripts tower.
• Support Vocera and other in-facility communication and badge systems as needed.
• Walk the floor proactively, identify recurring pain points, and recommend fixes that reduce ticket volume.

Customer Experience & Communication

• Deliver friendly, patient, and clear support to clinical and administrative staff who are not technical, translating technical detail into plain language.
• Set expectations, provide status updates during outages, and follow up to confirm issues are fully resolved to the user's satisfaction.
• Build strong working relationships with hospital leadership and act as the professional, dependable local representative of InterScripts.

Coordination & Escalation

• Partner with InterScripts remote Tier 1/Tier 2, Infrastructure, IAM, Financial Systems, and vendor teams to drive issues to closure.
• Escalate appropriately and hand off with complete, well-documented context; never let a critical issue stall for lack of ownership.

Requirements

• 2+ years in a desktop support, field technician, or Tier 2 service-desk role, ideally in a healthcare, clinical, or other uptime-critical environment.
• Demonstrated hands-on troubleshooting across Windows endpoints, Microsoft 365/Teams, printers and peripherals, basic networking (connectivity, cabling, Wi-Fi), and payment/POS or point-of-care hardware.
• Strong customer-service orientation with excellent verbal and written communication; proven ability to stay calm and professional during outages and with non-technical users.
• Reliable, self-directed, and comfortable being the sole onsite IT presence; sound judgment on when to resolve locally versus escalate.
• Able to work onsite in the North Chicago area during business hours, with flexibility for occasional extended or weekend coverage during incidents.
• Able to lift and move IT equipment (up to ~40 lbs) and perform hands-on hardware work.
• Authorized to work in the United States; able to pass background screening consistent with InterScripts requirements.

Preferred Qualifications:

• Experience supporting veterinary or medical practice-management systems - EzyVet strongly preferred - or comparable clinical/EHR applications.
• Familiarity with payment processing / terminal platforms (PayJunction or similar) and point-of-care analyzers (EPOC or similar).
• Exposure to Vocera, Citrix/VDI, Okta/Entra ID, and enterprise ITSM ticketing tools.
• CompTIA A+ / Network+, Microsoft 365, or ITIL Foundation certification.

Competencies:

First 90 days: the Chicago Pay Junction terminal issues are permanently resolved with a documented root cause and prevention plan; local ticket backlog is current; hospital staff know and trust the onsite technician by name.

Ongoing: business-critical outages are restored fast, local ticket volume trends down through proactive fixes, documentation is complete, and client-satisfaction feedback for the site is consistently high.

About InterScripts:

InterScripts, Inc. is a healthcare IT services and SaaS company headquartered in Chantilly, Virginia, delivering managed IT, service-desk, archival, and cybersecurity solutions to health systems and specialty-care providers. InterScripts is ISO 27001:2022 certified and holds a GSA Schedule. We provide responsive, accountable technical support that keeps clinical operations running around the clock.