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)
Top Skills
What We Do
Medical Guardian is a leader in connected care, revolutionizing how older adults age in place through innovative medical alert systems. Our mission is to empower our customers to live a Life Without Limits. Whether they’re looking for an in-home system, mobile device or wearable medical alert smartwatch, Medical Guardian has the product that will fit their lifestyle and needs.
Founded in 2005, Medical Guardian has grown exponentially to become a leading provider of personal emergency response systems. In 2018, Medical Guardian was ranked in the Inc. 5000 Fastest-Growing Private Companies in America list for the sixth consecutive year, with a three-year revenue growth of 156%. It was also ranked #23 in the Philadelphia 100 and #7 in Philadelphia Business Journal’s Soaring 76.
Our success comes from our dedication to providing best-in-class service because we know that we are doing more than selling medical alert devices; we’re helping older adults nationwide take the next chapter of their life—head-on.
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