USMM Job - 30834609 | CareerArc
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Company: USMM
Location: Troy, MI
Career Level: Mid-Senior Level
Industries: Healthcare, Pharmaceutical, Biotech


Technical Support Engineer

U.S. Medical Management (USMM) is an affiliate of a leading Fortune 100 company. A national organization built on a continuum of care with premier healthcare providers, clinicians and patient focused individuals working together. Our Mission Through Compassionate Patient-Centered Care in the Home; We will Provide Exceptional Outcomes across our Continuum of Services Visiting Physicians Association, Pinnacle Senior Care, Grace Hospice, Comfort Hospice, Home DME & our In Home Health Assessments (IHA).

Our Values of Integrity, Respect, Teamwork & Excellence are leading us to a better tomorrow for patient care. Our Purposes Centered on We are Unified in our Work through our Continuum of Services We can Find Comfort that We are Making a Difference for our Patients & We make a Broader Positive Impact on Society, allows USMM to be poised for a phenomenal future.

We are seeking candidates who desire the experience of delivering quality & compassionate healthcare within proven care models with patients at the forefront of everything we do.

Position Description

The Technical Support Engineer acts as the users single point of contact for IT support and works with various aspects of our IT environment, including major project involvement with server, network, and database solutions.

Essential Duties and Responsibilities

  • Deliver timely remote and onsite technical support for end users via phone, email, and IM, and implement corrective solutions
  • Attain a high first level call closure rate by using a wide range of remote software tools to troubleshoot and resolve desktop, server, and network problems
  • Independently investigate possible solutions to previously unseen issues
  • Identify opportunities and recommend/implement solutions for improving service efficiency
  • Work with various groups in the organization to develop and implement IT and business projects as required
  • Train users on various technologies
  • Work with outside vendors to coordinate efforts towards supporting business initiatives, as part of projects
  • Develop and maintain formalized documentation to assist in quickly closing calls, including Help Desk Procedures, tech tips, and knowledge bases
  • Build and configure desktops, laptops, and tablets
  • Active Directory and Exchange account administration
  • Escalate, as appropriate, to management or other teams any incident needing additional resources or management awareness, maintaining ownership of the call and closing the call with the user within established SLAs
  • Available for 24x7 rotating on-call shift

REQUIRED Knowledge, Skills and Experience

  • High School Diploma or equivalent
  • 1+ years of work experience in a fast-paced Helpdesk working on a variety of items
  • Must have the ability to prioritize and complete multiple jobs simultaneously
  • Team-oriented, good at sharing and asking for help when needed
  • Self-motivating, needs to be able to stay on task and work diligently without constant supervision
  • Proficiency in Windows desktop operating systems, Microsoft Office, and Active Directory
  • Proficiency with Laptops, Desktops, and Tablets
  • Proficiency in hardware and application software including, but not limited to, VPN, network printers/copiers, Outlook, network connectivity, and PC hardware repair and upgrades
  • Solid foundational understanding of networking concepts
  • Experience with basic server troubleshooting
  • Experience with Active Directory Security Administration and Group Policy

Preferred Knowledge, Skills and Experience

  • Bachelors Degree
  • Microsoft Certification
  • Experience with Exchange
  • Experience in Windows server 2008 and 2012
  • Experience with VMWare Virtualization
  • Experience with PowerShell Scripting

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