{"id":3783142,"url":"https://alion.io/job/interscripts-onsite-it-support-technician-ii-tier-2","title":"Onsite IT Support Technician II (Tier 2)","company":{"id":4429631,"name":"Interscripts","domain":"interscripts.com","url":"https://alion.io/company/interscripts","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"IAM","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ISO 27001","optional":true},{"name":"ITIL","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Okta","optional":true}],"status":"live","first_seen_at":"2026-11-05T02:00:38Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T03:24:35Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Onsite IT Support Technician II (Tier 2)\nReports To: Service Desk Manager, InterScripts Managed Services\nEmployer: InterScripts, Inc. (W-2, Full-Time)\nWork Location: Onsite - North Chicago, Illinois\nSchedule: Full-time, in-office during posted hospital business hours, with occasional extended or weekend coverage required during outages.\nFLSA Status: Non-Exempt\nPosition Summary:\nInterScripts, 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.\nThis 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.\nKey Responsibilities:\nIncident & Service Request Resolution (Tier 2)\nOwn and resolve escalated incidents and service requests for the Chicago site, meeting InterScripts service-level targets for response and resolution.\nServe 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.\nTroubleshoot point-of-care and clinical peripherals, including EPOC/handheld analyzers and in-room connectivity issues affecting ICU and treatment areas.\nProvide desk-side and hands-on support for EzyVet (practice management) users, workstations, printers, label printers, scanners, and payment hardware.\nDocument all work accurately and promptly in the IT service-management (ITSM) ticketing system, keeping status, notes, and resolution details current.\nOnsite & Field Support\nImage, deploy, relocate, and decommission workstations and peripherals; manage local equipment inventory, shipments, and secure return/retrieval of company assets.\nSupport Microsoft 365 / Teams, endpoint, VPN, and basic network connectivity issues at the site, escalating infrastructure items to the appropriate InterScripts tower.\nSupport Vocera and other in-facility communication and badge systems as needed.\nWalk the floor proactively, identify recurring pain points, and recommend fixes that reduce ticket volume.\nCustomer Experience & Communication\nDeliver friendly, patient, and clear support to clinical and administrative staff who are not technical, translating technical detail into plain language.\nSet expectations, provide status updates during outages, and follow up to confirm issues are fully resolved to the user's satisfaction.\nBuild strong working relationships with hospital leadership and act as the professional, dependable local representative of InterScripts.\nCoordination & Escalation\nPartner with InterScripts remote Tier 1/Tier 2, Infrastructure, IAM, Financial Systems, and vendor teams to drive issues to closure.\nEscalate appropriately and hand off with complete, well-documented context; never let a critical issue stall for lack of ownership.\nRequirements\n2+ years in a desktop support, field technician, or Tier 2 service-desk role, ideally in a healthcare, clinical, or other uptime-critical environment.\nDemonstrated 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.\nStrong customer-service orientation with excellent verbal and written communication; proven ability to stay calm and professional during outages and with non-technical users.\nReliable, self-directed, and comfortable being the sole onsite IT presence; sound judgment on when to resolve locally versus escalate.\nAble to work onsite in the North Chicago area during business hours, with flexibility for occasional extended or weekend coverage during incidents.\nAble to lift and move IT equipment (up to ~40 lbs) and perform hands-on hardware work.\nAuthorized to work in the United States; able to pass background screening consistent with InterScripts requirements.\nPreferred Qualifications:\nExperience supporting veterinary or medical practice-management systems - EzyVet strongly preferred - or comparable clinical/EHR applications.\nFamiliarity with payment processing / terminal platforms (PayJunction or similar) and point-of-care analyzers (EPOC or similar).\nExposure to Vocera, Citrix/VDI, Okta/Entra ID, and enterprise ITSM ticketing tools.\nCompTIA A+ / Network+, Microsoft 365, or ITIL Foundation certification.\nCompetencies:\nFirst 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.\nOngoing: 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.\nAbout InterScripts:\nInterScripts, 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. 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