IT Support Engineer II

**DESCRIPTION**

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 & 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)

+ 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

**Company:** United Musculoskeletal Partners

**Job Type:** Full-time

**Address:** 5669 Peachtree Dunwoody Rd., Atlanta, GA, 30342