SUMMARY

As an IT Support Engineer L3 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
• Provides coverage of IT Support phone queue during normal business hours.
• 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

• Customer Service oriented 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

PHYSICAL DEMANDS

While performing the duties of this job, employee is regularly required to sit, stand, walk, use gross manipulation, speak, and hear, understand and distinguish speech. Employee may be occasionally required to climb or balance, stoop, kneel, or crouch. Specific vision abilities required by this job include near and far vision. Ability to carry and lift up to 50 lbs.

WORK ENVIRONMENT 

The work environment is that of a typical office. The noise level and temperature in the work environment is usually moderate. Occasional travel will be required. Overtime, weekend, and evening work will be required as needed. Work may be stressful at times.  

PRIVACY & SECURITY AWARENESS

While performing the duties of this job, it is imperative that the employee remain aware of company policies, Information Security policies, standards, guidelines and procedures for minimizing threats and ensuring protection of PHI. The success of HIPAA policies and procedures is dependent upon the awareness and buy-in of everyone involved in daily healthcare operations, including reporting incidents to their supervisor or directly to the HIPPA leadership.