Service Desk Engineer

The Service Desk Engineer will provide first-class services, solutions and support to both local and remote associates.  The ideal candidate will have prior experience as a Service Desk Engineer, supporting a wide array of hardware and software for a fast-paced and high-energy environment.  As part of the Service Desk Team, you will utilize a wide range of technologies and best practices, combined with deep knowledge of HealthEdge’s standards and security requirements, to provide top notch customer support.
 
What You’ll Be Doing

• Addressing all end user requests that come in via Ticketing system, phone and Slack
• Documenting procedures, best practices and performing training or application support as needed
• Responsible for researching and solving IT endpoint hardware problems/issues
• Support the Software upgrade cycle, including the development of IT process and procedures behind keeping machines and software current
• 24/7 on-call duty may be required
• Support of end user mobile devices (iPhone, iPad, Android)
• Assist on Corporate IT and Customer impacting projects as needed.
• Other duties as assigned

Requirements:

• Strong orientation to customer service and delighting customers
• Successfully executes all assignments timely and within acceptable quality levels
• Asks for help and works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues
• Effective communicator/documenter – documents process and trains team members with ease
• Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiousity and drive to learn more and self-develop himself/herself
• Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

Qualifications:

• 1-5 years’ experience with Windows (Client & Server), and Mac (Client) operating systems and troubleshooting problems with Windows-related software, including:
  • Active Directory Users and Groups
  • Microsoft Office Applications
• Strong analytical and problem-solving skills across multiple platforms. (HW, OS, Network, etc.)
• Ability to field Tier I-III support requests, via ticket, email, slack, phone and ad-hoc walk-ups
• Well organized with strong HW\SW inventory, asset\license management and capacity planning abilities
• Working knowledge of deploying and troubleshooting client endpoints (Win10, OSX)
• Flexibility to provide after-hours support on a rotational basis

Preferred/Nice to have:

• Associate degree in computer-related disciplines or equivalent work experience
• Experience with Enterprise Collaboration tools (SharePoint, Slack, Zoom, Webex)
• Experience with Endpoint Security software
• Ability to deploy and support misc. office equipment (printers, projectors, video conf.).
• Knowledge of VOIP or UCaaS in an enterprise setting

Experience with Networking (L2/L3) concepts