What are the responsibilities and job description for the Help Desk Support Engineer position at Medical Guardian?
Help Desk Support Engineer is a key role for the company. We are looking for a candidate who will be given a wide degree of creativity and latitude. He/she will be sharing responsibility for the day-to-day Help Desk support of over 500 employees which includes the following elements:
- Level 1 help desk support
- Managing and troubleshooting passwords and access issues in a Windows Azure environment
- SSO and MFA login methodologies
- Familiarity with Microsoft and Google workspace environments
- Troubleshooting network connectivity issues
- Troubleshooting audio/video issues
- Providing support in a remote environment
Responsibilities:
- Tier 1 help desk which includes assessing, resolving or escalated desktop issues and local infrastructure issues.
- Management of our Endpoint devices.
- Managing access to software services including but not limited to Salesforce and Five9.
- Research, analyze, and diagnoses Windows and Mac OS problems.
- Receive and address incoming helpdesk support requests from 500 internal customers.
- Ensures that documentation changes are performed accurately, and timely. Communicate changes to other team members, as deemed necessary.
- Handle special projects and assignments as requested by management.
- Support a 200 seat call center and provide 99.999% uptime service resilience.
- Administrate the onboarding and offboarding of all employees.
Tech Skill Requirements:
- Experience in Microsoft Systems support.
- Ability to work with vendor partners to address and/or support any network related requests.
- Technical background in the following Concepts/Technologies: Windows 10, Windows 11, Microsoft O365, Azure Entra, Azure Endpoint Manager.
- Familiar with Salesforce and/or Five9.
- Ability to perform quality assurance activities to ensure standardization of best practices.
- Monitor systems performance and implement performance tuning.
- Available to respond to needs of internal customers for installation, maintenance and equipment malfunction and software solutions.
- Knowledge of PCI and or SOC2 compliance.
Education/Experience:
The ideal candidate is preferred to possess a BA/BS degree in IT or a related field and at least 2 years of experience. A certification. Network certification. MCSA or CCNA preferred. Must have excellent verbal communication, written communication, and social interaction skills.
Work Hours and Travel Requirements:
Candidate must be open to providing off-hours production support as needed. Candidate will also be required to support Medical Guardian in Philadelphia. This will require the candidate to be onsite two per week across 2 locations.
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation & Public Holidays)
- Short Term & Long Term Disability
- Retirement Plan (401k)
