*** This is an on site opportunity in the Dallas-Fort Worth area, with ability to travel to UMP locations as needed. ***

As an IT Support Engineer L4 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) 

• 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 
• Work with Regional Leadership and IT Ops team-members on Problem Records and small scale projects to improve operational stability and introduce new technologies to the business 
• Adheres to established SLAs around incident resolution and escalation
• Assists with contributing new solutions to the knowledge base 
• Helps with the training and development of junior support staff 
• Identifies opportunities to improve IT services and, in collaboration with the team, executes on those opportunities
• Participates in a 24x7 on call rotation as an escalation point for critical issues and off hours support 

KEY COMPETENCIES

• Experience with project work and independent accomplishment of assigned tasks 
• Expanded 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