Jobs and Careers at the U.S. Medical Management Talent Network

Technical Support Engineer

Department: IT
Location: Troy, MI
Company: USMM

Technical Support Engineer

U.S. Medical Management (USMM), an affiliate of a leading Fortune 250 company, manages a nationwide continuum of premier providers of medical services delivered primarily to the homes of elderly and home-bound patients. Providing primary home care is the future of medicine, and at USMM, the future is now. With the knowledge and experience to address the evolution of healthcare, USMM is poised for a phenomenal future. 

POSITION DESCRIPTION  

 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, college diploma desired
  • 1+ years of work experience in a fast-paced Helpdesk working on a variety of items

PREFERRED KNOWLEDGE, SKILLS, AND EXPERIENCE  

  • 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
  • Experience with Exchange is a plus
  • 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 is required
  • Microsoft certification is preferred
  • Experience with basic server troubleshooting
  • Experience in Windows server 2008 and 2012 preferred
  • Experience with VMWare Virtualization preferred
  • Experience with Active Directory Security Administration and Group Policy
  • Experience with PowerShell Scripting is a plus
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