Help Desk Support Engineer

Help Desk Support Engineer is a key role for the company. We are looking for a candidate who will be given a wide degree of creativity and latitude. He/she will be sharing responsibility for the day-to-day Help Desk support of over 500 employees which includes the following elements: 

• Level 1 help desk support  

• Managing and troubleshooting passwords and access issues in a Windows Azure environment 

• SSO and MFA login methodologies 

• Familiarity with Microsoft and Google workspace environments 

• Troubleshooting network connectivity issues 

• Troubleshooting audio/video issues  

• Providing support in a remote environment 

Responsibilities:

• Tier 1 help desk which includes assessing, resolving or escalated desktop issues and local infrastructure issues. 

• Management of our Endpoint devices.  

• Managing access to software services including but not limited to Salesforce and Five9. 

• Research, analyze, and diagnoses Windows and Mac OS problems.

• Receive and address incoming helpdesk support requests from 500+ internal customers. 

• Ensures that documentation changes are performed accurately, and timely.  Communicate changes to other team members, as deemed necessary. 

• Handle special projects and assignments as requested by management. 

• Support a 200+ seat call center and provide 99.999% uptime service resilience. 

• Administrate the onboarding and offboarding of all employees. 

Requirements

Tech Skill Requirements: 

• Experience in Microsoft Systems support.  

• Ability to work with vendor partners to address and/or support any network related requests.  

• Technical background in the following Concepts/Technologies: Windows 10, Windows 11, Microsoft O365, Azure Entra, Azure Endpoint Manager. 

• Familiar with Salesforce and/or Five9. 

• Ability to perform quality assurance activities to ensure standardization of best practices. 

• Monitor systems performance and implement performance tuning. 

• Available to respond to needs of internal customers for installation, maintenance and equipment malfunction and software solutions. 

• Knowledge of PCI and or SOC2 compliance.  

Education/Experience: 

The ideal candidate is preferred to possess a BA/BS degree in IT or a related field and at least 2 years of experience. A+ certification. Network+ certification. MCSA or CCNA preferred. Must have excellent verbal communication, written communication, and social interaction skills. 

Work Hours and Travel Requirements: 

Candidate must be open to providing off-hours production support as needed.  Candidate will also be required to support Medical Guardian in Philadelphia.  This will require the candidate to be onsite two per week across 2 locations. 

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retirement Plan (401k)