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.