IT Tech Level 2 at Three Oaks Hospice in Dallas, TX

Come join our team at Three Oaks Hospice and our sister companies—Agape Hospice Care, Sage Hospice, Primary and Palliative Care, Elevation Hospice of Colorado, Elevation Hospice, and Primary and Palliative Care of Utah. We are growing and looking for compassionate professionals who want to make a meaningful impact while building a rewarding career in hospice and palliative care. Together, we share a unified mission to deliver best-in-class care to patients and families. While each organization maintains its own identity and local culture, we operate as one connected network—using shared systems and support to create a smooth, consistent, and candidate-friendly hiring experience. IT Technician (Level II) - Position Summary: The IT Technician II provides advanced technical support and day-to-day systems administration for Three Oaks Hospice and its affiliated organizations — Agape Hospice Care, Sage Hospice, and Elevation Hospice — supporting clinical and administrative staff across 40+ active locations. This is an escalation-level, administration-weighted role. Beyond resolving complex end-user issues handed up from Level I, the IT Technician II owns recurring administration of the organization’s core platforms: identity and access in Microsoft Entra ID, endpoint and mobile device management, telephony, and the supporting infrastructure that keeps 40+ sites connected. The position operates in a healthcare environment where system availability directly affects patient care. It requires sound prioritization judgment, disciplined change control, and consistent safeguarding of protected health information (PHI) in accordance with HIPAA and organizational policy. Schedule: Onsite - Dallas Office 9am-6pm CST On Call: 1 x every 6 weeks Essential Duties and Responsibilities: • Administer the full user lifecycle across the Microsoft 365 tenant: account creation, moves, permission changes, and terminations in accordance with the IT onboarding and offboarding SOPs. • Manage Microsoft Entra ID objects, security and distribution groups, license assignment and reclamation, and role-based access. • Configure and maintain multi-factor authentication and Conditional Access policy. Confirm that any MFA exclusion applied during account setup is removed before the associated ticket is closed. • Administer Exchange Online mailboxes, shared mailboxes, distribution lists, mail flow rules, and quarantine release. • Administer Microsoft Teams, including team provisioning, membership, policy, and meeting and voice configuration. • Administer the endpoint fleet through NinjaOne — patch policy, software deployment, scripted remediation, alert response, and fleet reporting. • Image, configure, deploy, and decommission laptops, desktops, tablets, and peripherals; maintain accurate asset records from procurement through disposal. • Execute and report on the Windows 11 readiness and upgrade program, including remediation of non-compliant devices and week-over-week progress reporting. • Administer mobile devices in MobileIron — enrollment, compliance policy, application distribution, and remote wipe of lost or separated-employee devices. • Provide remote support using NinjaOne Remote, Splashtop and Team View. • Administer core network services including DNS, DHCP, file and print services, and certificate lifecycle. • Perform routine server administration: patching, service health monitoring, capacity and storage review, and scheduled maintenance within approved windows. • Track platform licensing, renewals, and utilization; flag capacity and cost issues to the Director of Information Technology. • Support Azure resources in use, including storage accounts and blob containers supporting reporting and export processes. • Provide first- and second-line support of Sophos firewalls and Sophos Central, including rule requests, VPN connectivity, web filtering exceptions, and site connectivity troubleshooting. • Troubleshoot LAN, wireless, and ISP circuit issues at branch locations; coordinate with carriers, landlords, and vendors through resolution. • Gather and submit evidence for HIPAA security risk assessments, internal reviews, and third-party audits. • Follow the organization’s change management process for all changes to production systems, submitting change requests to the Change Manager for review and approval. • Administer the 8x8 Phone System — user provisioning, extensions, call routing, voicemail, auto-attendants, ring groups, and softphone and mobile client support. • Support 8x8 Contact Center agents and supervisors, including queue and skill assignment. Contact Center is browser-based (Chrome or Edge); verify browser microphone and audio permissions as the first troubleshooting step. • Maintain call flow documentation, directory accuracy, and number inventory across affiliates. • Provide end-user support for Homecare Homebase (HCHB) and PointCare — account access, device configuration, synchronization, and connectivity — in coordination with the EMR / HCHB / PointCare Liaison. • Own escalated tickets in ConnectWise PSA from acceptance through resolution, maintaining accurate status, documentation, and time entry. Qualifications: Bachelor’s degree or equivalent combination of education and/or experience Healthcare IT Support Experience 3-5 years of IT or Desktop Support experience Practical knowledge of hardware, software (Office 365, ACROBAT), operating systems (WIN10, Mac OS X), computer networks and I.T. Security. Will also be supporting users with their mobile devices (laptop, phone and tablet) Good critical thinking and problem-solving skills Ability to travel up to 10% of the time to market locations. Excellent customer service, communication, and documentation skills Patient and consultative approach with staff and vendors Why Work for Us: We are committed to being an employer of choice, offering a supportive culture centered on patient care, clinical excellence, and employee success. If you’re looking for purpose, stability, and growth, this is the place to be. Join our team!