Apply Job Type Full-time Description

As an IT Support Engineer L2 at United Musculoskeletal Partners (UMP), you’ll be a part of a collaborative team that is hyper-focused on providing a superior computing environment to our over 60 Care Centers and nearly 2,500 clinical and administrative staff.  While your first job will be to support our end users as part of a highly collaborative swarming support model you’ll also have the opportunity to participate in a wide variety of projects such as building out new Care Centers, participating in M&A activity and improving our desktop automation services.  

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

Provides coverage of IT Support phone queue during normal business hours.Responds to and resolves escalated support requests across a wide variety of issues including Windows OS, Office365, iOS and   Android Mobile devices, Intune, Thin and Zero Clients, printing, IP telephony, VMWare Horizon, meraki networks and othersAdheres to established SLAs around incident resolution and escalationAssists with contributing new solutions to the knowledge baseParticipates in a 24x7 on call rotation as an escalation point for critical issues and off hours support  Requirements

 ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

Provides coverage of IT Support phone queue during normal business hours.Responds to and resolves escalated support requests across a wide variety of issues including Windows OS, Office365, iOS and   Android Mobile devices, Intune, Thin and Zero Clients, printing, IP telephony, VMWare Horizon, meraki networks and othersAdheres to established SLAs around incident resolution and escalationAssists with contributing new solutions to the knowledge baseParticipates in a 24x7 on call rotation as an escalation point for critical issues and off hours support Basic knowledge of networking and system administration tools and practices in a support capacityCustomer Service oriented with a focus on professionalism and customer satisfaction. Detail oriented, natural ability to pay close attention to detailsWillingness to come in and take ownership of various technology platforms and recommend procedural requirements and supporting documentationDemonstrate strong interpersonal, analytical, and problem-solving skillsProven collaboration skills, works with a sense of urgency, and prioritizes action itemsAbility to work independently in a fast-paced environmentAbility to travel to work with practices when required

QUALIFICATIONS

Associates Degree in information technology or related field and at least five years of related experience or equivalent combination of education and work experienceCertifications and ServiceNow experience are not required but are a plusSuperior listening as well as written and oral communication skillsWillingness to roll up your sleeves and be as hands on as necessary to get the job done in a collaborative, high energy environment