Okay, I've searched for Tier 2 IT Support Specialist roles in Mooresville, NC that offer remote, full-time positions and require 3+ years of experience with expertise in Windows environments and basic networking skills. I have found 47 positions for you.

Sure. Here's the analysis:

Job Analysis:

The Tier 2 IT Support Specialist at Gentiva is fundamentally hired to act as a technical escalation point and critical bridge between end-users and advanced IT solutions within a sizable, complex user environment exceeding 3,000 users. This role requires efficiently resolving moderately complex IT issues, particularly within Windows environments, Virtual Desktop Infrastructure (VDI), and essential networking domains, underscoring the importance of strong technical breadth and depth. Additionally, the position involves a customer-centric focus, especially in supporting new employee onboarding via the Onboarding Command Center, ensuring new hires experience smooth technological integration—this suggests not only technical expertise but also strong communication and interpersonal skills. The candidate must navigate real-world challenges such as resolving technical roadblocks quickly while managing expectations across multiple business units, balancing urgency and accuracy. Success hinges on delivering courteous, consistent, and effective support, requiring a proactive approach to anticipate user needs and minimize downtime or onboarding delays. Experience with ServiceNow and possession of relevant IT certifications, although not mandatory, indicate operational maturity and the ability to thrive in a structured ITIL-oriented environment. The role demands not only technical proficiency but also the ability to translate complex IT issues into clear guidance, especially during onboarding, highlighting soft skills like patience, clarity, and empathy. Autonomy in troubleshooting and making judgement calls regarding issue escalation is expected, as is collaborative coordination within the broader IT service desk team. Performance within the first 6-12 months would likely be measured by resolution times, user satisfaction scores, onboarding smoothness, and the ability to handle increasing complexity without supervision.

Company Analysis:

Gentiva operates as a compassionate leader in the hospice, palliative, and home health sectors, emphasizing not only the delivery of clinical care but also deep emotional and spiritual support to patients and families. The company’s large footprint with over 550 locations and thousands of clinicians across multiple states points to a mature but dynamically expanding organization balancing scalability with a mission-driven culture. This environment suggests the IT Support Specialist will work in a setting where technology directly supports frontline caregivers and operational staff whose work impacts lives at an intimate level. Gentiva’s culture likely values kindness, dedication, and collaboration, urging the IT team to align their efforts with the broader mission of care excellence. The role’s reporting line into Senior IT Service Desk management and the emphasis on cross-functional interactions imply a blend of individual contribution and teamwork with considerable visibility to leadership—especially given the importance of onboarding and technology as enablers of workforce effectiveness. Given Gentiva’s growth span and multi-location complexity, the specialist will be part of ongoing efforts to modernize and support robust IT infrastructure, making this role strategic in both stabilizing current operations and facilitating future scalability. The comprehensive benefits and professional development support signal a company invested in employee well-being and growth, important for a candidate looking for long-term career evolution within a values-driven healthcare support environment.

Absolutely. Here are some mock interview questions that could come up:

• Behavioral: Tell me about a time when you had to troubleshoot a complex technical issue remotely without direct physical access to the affected equipment. How did you approach the problem and communicate with the end user?
• Behavioral: Describe an experience where you helped new employees onboard with technology systems. How did you manage differing levels of technical comfort and ensure a positive experience?
• Behavioral: Can you share an example where you had to balance multiple high-priority support tickets simultaneously? How did you manage your time and priorities?
• Behavioral: Give an example of a situation where you disagreed with a team member or manager about a technical solution. How did you handle the disagreement and what was the outcome?
• Technical: What troubleshooting steps would you follow when a user reports they cannot access their Virtual Desktop Infrastructure session?
• Technical: Explain how you would identify and resolve common network issues affecting user connectivity in a large Windows environment.
• Technical: Describe your experience using ServiceNow or similar ITSM tools. How do you leverage these platforms to improve incident resolution and user communication?
• Technical: How would you diagnose and resolve an onboarding system issue that prevents new hires from completing required IT setup tasks?
• Situational: Imagine a scenario where multiple new hires are scheduled to onboard but the IT systems supporting them are partially down. How would you prioritize and address these challenges?
• Situational: You receive a user complaint about repeated slow response times from the IT support desk. How do you investigate and improve the support experience?
• Situational: If asked to improve the onboarding technology process, what immediate changes or initiatives would you propose to streamline the user experience?
• Company Fit: Why are you interested in joining Gentiva, especially in a role that supports healthcare professionals through technology?
• Company Fit: How do your personal values align with the mission of providing compassionate care, and how could that influence your approach to IT support here?
• Company Fit: Gentiva emphasizes teamwork and kindness. Can you share how you have embodied these values in your previous IT support roles?
• Questions for Interviewer: How does the IT Support team at Gentiva collaborate with clinical and business staff to anticipate and resolve technology needs?
• Questions for Interviewer: What are the biggest IT challenges related to supporting a workforce spread across multiple states and diverse care settings?
• Questions for Interviewer: How does Gentiva support professional development and upskilling for technical employees within the IT department?