IT Support Engineer II

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 act as the escalation point to the L1 & L2 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
• Participates in a 24x7 on call rotation as an escalation point for critical issues and off hours support

KEY COMPETENCIES

• Customer Service orrented 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 details
• Willingness to come in and take ownership of various technology platforms and recommend procedural requirements and supporting documentation
• Demonstrate strong interpersonal, analytical, and problem-solving skills
• Proven collaboration skills, works with a sense of urgency, and prioritizes action items
• Ability to work independently in a fast-paced environment
• Ability 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