ATC Healthcare Services and CareBuilders at Home are established healthcare and homecare organizations dedicated to connecting individuals and communities with high-quality healthcare and home care services. We are seeking a dynamic Technology Systems Support Manager (Level 2/3) to join our corporate IT team in Lake Success, New York.

This is an in-house corporate IT position providing technical support across ATC Healthcare Services and CareBuilders at Home, assisting corporate employees and users throughout our network with a variety of technology needs.

The Technology Systems Support Manager (Level 2/3) will provide advanced technical support, resolve escalated technology issues, and help maintain reliable day-to-day IT operations. The position will work primarily from our Lake Success corporate office and will provide both in-person and remote technical support as needed.

The successful candidate will have strong technical troubleshooting skills, excellent customer service abilities, and the ability to independently manage technical issues from initial requests through resolution or appropriate escalation.

Responsibilities:

• Provide Level 2 and Level 3 technical support for internal employees and authorized business users.
• Troubleshoot and resolve escalated hardware, software, Microsoft 365, endpoint, VPN, connectivity, and user-access issues.
• Diagnose and resolve issues involving Windows desktops and laptops, printers, peripherals, and mobile devices.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Administer user accounts, passwords, permissions, access, and related functions within Active Directory and/or Microsoft Entra ID (Azure AD).
• Support account provisioning and deprovisioning associated with employee onboarding and offboarding.
• Prepare and configure computers, applications, email, and appropriate system access for new employees.
• Troubleshoot VPN, Wi-Fi, TCP/IP, DNS, DHCP, remote-access, and other common connectivity issues.
• Install, configure, maintain, and troubleshoot approved computers, software, printers, and related IT equipment.
• Provide professional and responsive technical assistance both in person and remotely.
• Monitor assigned help desk tickets and escalated issues to support timely resolution and appropriate service levels.
• Escalate infrastructure, security, network, or application issues when additional technical resources are required.
• Coordinate with internal stakeholders and approved third-party technology vendors when necessary to resolve technical issues.
• Maintain accurate documentation of technical issues, troubleshooting steps, resolutions, procedures, and recurring problems within the help desk/ticketing system.
• Assist with software licensing, subscriptions, equipment inventory, and assigned-device records.
• Support system upgrades, software deployments, hardware replacements, technology implementations, and other IT projects within the scope of the position.
• Follow company requirements relating to cybersecurity, confidentiality, information security, and data protection.
• Perform other IT-related duties reasonably related to the position as assigned.

Qualifications:

• 3+ years of experience in help desk, desktop support, technical support, or a similar IT support role preferred.
• Demonstrated experience providing Level 2 or other advanced end-user technical support.
• Experience providing guidance, escalation support, or leadership within an IT support environment.
• 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, permissions, access management, and related account administration.
• Working knowledge of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and general network troubleshooting.
• Experience troubleshooting desktops, laptops, printers, mobile devices, and peripheral equipment.
• Experience using help desk or ticketing systems.
• Ability to independently investigate and troubleshoot technical issues and determine when escalation is appropriate.
• Strong customer service, organizational, and problem-solving skills.
• Ability to communicate technical information clearly to users with varying levels of technical experience.
• Ability to prioritize multiple requests and work effectively 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 certification.
• Experience supporting employees or users across multiple business locations.
• Experience with endpoint management, cybersecurity tools, and remote-support applications.
• Experience supporting an organization in healthcare, staffing, home care, franchising, or another multi-location business environment.

What We're Looking For:

We're looking for someone who combines strong technical knowledge with a genuine commitment to helping people. The successful candidate will be approachable, dependable, organized, and comfortable taking ownership of technical issues from the initial request through resolution.

Because our IT team supports users across multiple locations, the ability to communicate effectively, manage competing priorities, and provide a consistently positive support experience is essential.

Compensation & Benefits:

We believe in rewarding our employees for their dedication and impact. Employee's receive a total rewards package that includes:

• Premium medical, dental, and vision coverage.
• Competitive compensation, 401(k) with company match, and life insurance.
• Flexible scheduling and 19 days PTO to ensure you stay refreshed.
• Extra summer PTO hours.
• Professional Development

The salary range for this position is $90,000–$110,000 annually. Actual compensation will be based on relevant experience, education, credentials, skills, and internal equity.

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.