IT Support Engineer IV

Job Description

Description:

*** This is a remote 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. Requirements:

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