Help Desk Support Engineer

  • Location: philadelphia, Pennsylvania
  • Type: Contract To Hire
  • Job #157409

firstPRO is looking for a Help Desk Support Engineer for our client, who is a growing company in the medical device space. This is a hybrid, contract-to-hire role with offices located in Center City Philadelphia. The chosen candidate will be sharing responsibility for the day-to-day Help Desk support of over 350 employees, which includes the following elements:
IT Help Desk support

  • Tier 1 help desk troubleshooting like password resets, setting up new users in a Windows 10 environment, etc.
  • SSO on login methodologies
  • Microsoft and Google workspace environments
  • Troubleshooting audio (headset) issues in Windows 10
  • Troubleshooting monitor and display issues in Windows 10
  • Providing support in a remote environment

 

Primary responsibilities include:

  • Tier 1 Help Desk, which includes escalated desktop issues and local infrastructure issues
  • Management of our Azure AD environment and its federated SSO with Salesforce and Five9
  • Support of security audit remediation
  • Assisting in the troubleshooting of issues that arise on all servers. Has the ability to inspect server logs, etc.
  • Researching, analyzing, and diagnosing system problems and making recommendations as to their solution
  • Receiving incoming Help Desk support requests from 300+ internal customers
  • Ensuring that documentation changes are performed accurately, and timely. Communicating changes to other team members, as deemed necessary
  • Managing special projects and assignments as requested by management
  • Supporting a 100+ seat call center
  • Administrating the onboarding and offboarding of employees

 

Tech Skill Requirements:

  • Experience as a Microsoft Engineer
  • Ability to work with vendor partners to address and/or support any network related requests
  • Technical background in the following Concepts/Technologies: Windows 10, Window Server 2019, Windows Server 2012, Azure Active Directory, GPOs, and Linux Servers
  • Familiar with Google and Microsoft products
  • Familiar with Virtual Machine (VM) concepts and implementation in VMware and Azure
  • 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
  • Knowledge of PCI compliance

 

Education/Experience:
The ideal candidate will possess a BA/BS degree in IT or a related field and at least 4 to 6 years of experience. Must have excellent verbal communication, written communication, and social interaction skills.

Work Hours and Travel Requirements:
Candidate must be opened to providing off-hours production support as needed. Candidate will also be required to support operations in both our customer’s Center City Philadelphia and Paoli, PA centers.

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