IT Support Engineer II

United Musculoskeletal Partners • Dallas, TX

430d • Remote

About The Position

As an IT Support Engineer L2 at United Musculoskeletal Partners (UMP), you will be part of a collaborative team dedicated to providing a superior computing environment for over 60 Care Centers and nearly 2,500 clinical and administrative staff. This remote position involves bi-weekly travel to assigned clinic sites, where you will support end users and act as an escalation point for L1 engineers. You will also engage in various projects, including building new Care Centers and enhancing desktop automation services.

Requirements

• Associates Degree in information technology or related field and at least five years of related experience or equivalent combination of education and work experience.
• Basic knowledge of networking and system administration tools and practices in a support capacity.
• Superior listening as well as written and oral communication skills.

Nice To Haves

• Certifications and ServiceNow experience are not required but are a plus.

Responsibilities

• 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.
• Participates in a weekly rotation to the assigned clinic sites.
• Covers other sites as needed.
• Participates in a 24x7 on call rotation as an escalation point for critical issues and off hours support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees