Level 1 Engineer - Technical Services

Level 1 Service Desk Engineer (Hybrid)

Let me introduce you to Medicus IT, where we're not just an MSP (Managed Service Provider) – we're dedicated to healthcare. Our passion stems from the direct impact our work has on everyone's lives. Ever experienced frustration at a doctor's office because their systems were slow, delaying critical care? That's where we step in. We ensure patients receive the care they deserve by providing top-notch IT support to doctors, care centers, and health groups. As a Level One IT Support Specialist at Medicus IT, you'll serve as the initial point of contact for triaging and resolving incoming client or system-generated requests. Join us in making a real difference in healthcare while delivering world-class client experiences daily. 

Role and Responsibilities:

• Deliver an excellent customer experience in all interactions 
• Troubleshoot and resolve basic desktop, software, network and server issues following published escalation guidelines to ensure issues are resolved in a timely manner 
• Assist clients with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment and software 
• Follow standard escalation process, involving senior resources in a timely manner where required 
• Responsible for creating and maintaining high quality, detailed documentation  
• Work with vendor representatives to resolve software and hardware issues  
• Install software, patches and updates on desktops, laptops and servers  
• Perform complex virus detection and removal  
• Notifies Client Success Managers when outdated equipment causes repeated issues  
• Resolve backup issues and perform restore testing 
• Review security parameters with clients and make recommendations on changes according to Medicus IT’s standards and processes 
• Actively assist Level Twos and Level Threes on projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configuration, SAN setups, etc.) 
• Configure and install firewalls, switches and other network equipment to best practice standards – must have 6 months experience minimum as a Level One at MIT before configuring network gear without supervision 
• Take part in after hours On Call rotation as needed – must have a minimum of 6 months experience at MIT and have supervisor approval before joining rotation. 
• Perform on-site technical and customer service support, to include: 
• Emergency/unscheduled repairs of clients’ on-site technical systems and equipment 
• Performs scheduled maintenance and repairs of clients’ technical systems and equipment 
• Network switch and server room cable management  
• Works with senior resources to diagnose, troubleshoot, repair, and debug complex technical and computer systems, and software 
• Follows standard procedures to isolate and fix problems in malfunctioning equipment or software.  
• Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation 
• Report design, reliability, and maintenance problems or bugs to appropriate technical support team 
• Address complex problems where analysis of data requires the evaluation of identifiable factors. 
• Exercise judgement within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results 
• Exhibit adaptability willingness to alter shifts and job requirements to meet client and MIT needs 
• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories.  Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements 
• Maintain tools and equipment properly and ensures that they are all in good working order 
• Participate in all on-going product, equipment, technical and business-related training to maintain necessary certifications, skills, and professional knowledge 
• Follow Medicus IT’s defined processes, policies, service delivery standards  
• Commute to Alpharetta office 2-3 days/week
• All other duties assigned 

Qualifications and Education Requirements 

• Associates degree in technology related field OR equivalent combination of education and work experience 
• 1+ years experience in supporting Microsoft Environments preferred
• Preferred certifications:  Network +, Security + 
• Hands-on experience with Windows 2016/2012/2008 servers, Active Directory, Backup Technologies, Internet/DNS/E-mail/Communication issues 
• Knowledge of VMWare, Citrix, VPN and Terminal Services 
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software 
• MSP specific experience strongly desired 
• Excellent problem solving and client relationship skills 
• Excellent verbal and written communication skills 
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations. 
• Alignment with Medicus IT’s core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation