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.

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.

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

Medical Guardian jobs

Help Desk Support Engineer