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.  This position will be a remote position in which you will drive daily to your assigned clinic sites on a bi-weekly rotation. While your first job will be to support our end users as part of a highly collaborative swarming support model you’ll also act as the escalation point to the L1 engineers on the support team. 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 others

· Adheres to established SLAs around incident resolution and escalation

· Assists with contributing new solutions to the knowledge base

· Reliable transportation is a must

· Participate in a weekly rotation to the assigned clinic sites

· Be flexible enough to cover other sites as needed

· Participates in a 24x7 on call rotation as an escalation point for critical issues and off hours support 

KEY COMPETENCIES Customer Service oriented with a focus on professionalism and customer satisfaction. 

· Basic knowledge of networking and system administration tools and practices in a support capacity

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 experience

· Certifications and ServiceNow experience are not required but are a plus

· Superior listening as well as written and oral communication skills

· Willingness to roll up your sleeves and be as hands on as necessary to get the job done in a collaborative, high energy environment