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Help Desk Support Engineer

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)
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CEO of Medical Guardian
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Geoff Gross
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An industry-leading provider of affordable and reliable medical alert systems, Medical Guardian empowers our customers to live a life without limits.

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Full-time, hybrid
DATE POSTED
October 31, 2024

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