As an IT Support Engineer L2 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.  This position will be a remote position in which you will drive daily to your assigned clinic sites on a bi-weekly rotation. 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 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)

· Provides coverage of IT Support phone queue during normal business hours.

· 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

· Adheres to established SLAs around incident resolution and escalation

· Assists with contributing new solutions to the knowledge base

· Reliable transportation is a must

· Participate in a weekly rotation to the assigned clinic sites

· Be flexible enough to cover other sites as needed

· 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