Technical Support Engineer

ABOUT US

For more than 20 years, WIN has been managing family-building benefits that are delivered with care and support by the highest quality providers. WIN is the largest, most experienced fertility benefit management company in the country. It offers inclusive family-building solutions to employers, health plans and individual patients. From integrated fertility management, including medical treatment, pharmacy and reproductive genetics, to surrogacy and adoption, WIN’s mission is to help build families by providing access to the best network doctors, technology and emotional support at the lowest cost.

WIN’s managed fertility programs include an integrated medical and pharmaceutical model that is unique to the industry. Its dedicated nurse care managers, all with experience in reproductive endocrinology clinics, guide employees through every step of their fertility journey, and are available 24/7.

POSITION SUMMARY

Under the direction of the Team Lead/Manager of Technical Support, the Technical Support Engineer will be responsible for taking ownership of all assigned technical support needs to include but not limited to end user support from new hire implementations through employee separation as well as infrastructure maintenance. All assigned user issues must be completed and closed with a final resolution within WIN’s internal Help Desk ticketing system.

MAJOR ACCOUNTABILITIES

• First level support for onsite and remote users as part of help desk in a secure environment
• Provide technical assistance and installation support for servers, workstations, laptops, smartphones
• Upgrade hardware and software as needed to ensure optimal workstation performance
• System set up and testing including installing and updating OS and software
• Systems administration and maintenance including, but not limited to: Active Directory, MS Exchange 2016, VMware environment, endpoint management, Mitel Phone System, Printers
• Support and coordination with infrastructure/database administrators, system integration / project managers, onsite and offshore software development team
• Interaction with IT vendors for hardware, software, communications and related services
• Troubleshoot network devices, printers, and business specific applications
• Participates in implementations of new hardware and software solutions, including recommendations for new acquisitions and upgrades
• Availability for after hour on-call emergencies and off hour scheduled maintenance as required

FORMAL EDUCATION AND PROFESSIONAL EXPERIENCE

• Bachelor’s degree in Information Technology, Computer Science, or related discipline or Associate degree in related discipline combined with relevant certifications and equivalent experience
• Minimum 2 years’ experience in areas of IT network support / help desk
• Experience and proficiency in installation and support for Windows 10, MS Office Suite, Windows Server 2008 / 2012 / 2016 / 2019
• Experience in installation / support / troubleshooting in areas of desktop and networking hardware, TCP/IP, DHCP, DNS, Active Directory, DFS, GPO, VMware, SAN, data and file security

KNOWLEDGE, SKILLS AND ABILITIES

• Effective problem solving and prioritizing skills; capacity to own/manage tasks through to resolution with appropriate sense of urgency
• Excellent communication skills, both written and verbal.
• Professional, positive and courteous attitude as well as the patience to work with clients having a diverse range of technical proficiency
• Self-motivated individual who is also a team player, willing to work in a fast-paced and rapidly expanding environment
• Strong analytic and multi-tasking skills with attention to detail

WIN BENEFITS AND PERKS

WIN offers our employees competitive and comprehensive benefits to include but not limited to:

• Paid vacation, sick and holiday time
• Medical
• Dental
• Vision
• Life Insurance (company paid and supplemental)
• Disability Insurance
• Health Savings Account (HSA) with a per month company contribution
• Flexible Spending Account (FSA)
• Transit Account
• 401k plus company match
• Pet Insurance

WIN Perks and Plum Benefits

• Employee Assistance Program
• Free access to Fitness Center at our main office location
• Free indoor parking at our main office location

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Experience:

• IT support: 2 years (Required)

Work Location: In person