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 HWSW inventory, assetlicense 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
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