IT Support Engineer

Job Summary

The IT Support Specialist works closely with the IT team to provide IT service and assistance to EMSMC employees, remote users, business partners, clients, and vendors.

Major Responsibilities/Activities

• Support the department regarding related IT activities and current departmental projects.
• Responsible for provisioning and deprovisioning user accounts in Active Directory and other applications at EMS|MC, managing access to company data and resources.
• Supports a mostly remote workforce, troubleshooting VPN, Security and connectivity issues.
• Responsible for the procurement, deployment and recovery of computer equipment for all employees.
• Maintain in-depth knowledge of all EMS|MC developed applications and IT-related processes.
• Supports the Systems Engineering and Information Security teams with projects as needed.
• Performs software updates and patching, and assist on larger infrastructure projects as needed.
• Work with Information Security to assist with phishing campaigns, end-user security training, IDS security alerts, and other security projects as needed.
• Resolve user-reported problems that have been escalated by other staff using available tools and following procedures and policies.
• Act as a liaison between clients and internal staff to ensure accurate problem interpretation. Maintain communications with both parties during the problem resolution process.
• Monitor and maintain hardware and software applications, including workstation operating systems, antivirus, and all business-related applications.
• Set up new hardware, software, and user access accounts in accordance with company standards.
• Escalate problems and/or concerns to appropriate management in a timely manner.
• Participate in providing users with additional knowledge through planned classes, lunch/learns, etc.
• Conduct all job tasks and duties in accordance with company compliance policies and applicable government regulations.
  • Perform other duties as assigned.

Required Education, Skills, & Experience

• Minimum of 1-2 years of relevant IT support or Help Desk experience.
• Experience with Microsoft Server 2016 or higher and Microsoft Office365 Admin Center.
• Experience with Windows Active Directory Management/Group Policies.
• Ability to learn, understand, and work within specific client requirements.
• Willing and able to adapt to changes in a work environment, procedures, priorities, and job duties.
• Willing and able to expand work hours to meet business needs, sometimes with little or no notice. This includes participation in the on-call rotation.
• Excellent customer service skills with strong verbal and written communication skills.
• Ability to function well within a cross-functional team setting and independently.
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Preferred Education, Skills, & Experience

• Citrix (XenApp) and Remote Desktop Services.
• One or more of the following IT certification (A+, Network+, MCP, CCENT, VCP).
• Understanding of network switching, VLANs and routing.
• VMware server management (4.1/5.5).
• Storage Management, iSCSI, Fibre Channel.
• Working knowledge of HIPAA regulations, Medicare, Medicaid, insurance, liability, and tertiary payment methods.

Working Environment

• The office environment is a controlled indoor setting with minimal exposure to adverse conditions.
• Noise levels in the office are typically moderate and consistent with a standard office setting.
• For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours.
• A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset.

Physical Requirements

• Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.
• Communication: frequent and prolonged periods of speaking, listening, reading, and writing.
• Fine motor skills: frequent use of hands for typing and operating a computer mouse.
• Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.
• Travel: must be able to travel occasionally to attend required company meetings.