EMS Desktop Engineer – FTE Onsite Tampa, FL (Eastern Time Zone Mandatory)

Description:

About e360’s Enterprise Managed Service (EMS) Team

e360 is a 30+ year privately-owned company with a focus on our people, our clients, and leading technologies. e360’s EMS is the Run and Support department of the organization, providing external, managed, and dedicated support to our clients. Our team is comprised of a range of technology professionals with varying knowledge and Industry background.

We are a dynamic and entrepreneurial consulting company that offers ample opportunities for professional development and growth suited to each individual’s personal and professional goals. We offer internal, and subsidize external, trainings, and reimburse the cost of technology certification exams and / or renewals. Our family-founded business sees work life fit as a core value that all of our practitioners practice – the value you add to your team is more important than the time that you ‘clock in and out.’ You will have numerous opportunities to interface with senior leadership, and benefit from mentorship internally or through introductions through external networks to support your growth.

What You'll Do

Provide support for basic incident resolution and handles requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. Responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of Desktop Engineer ability or responsibility are resolved by engaging in a timely manner to Desktop Engineer, Sr., and / or Team Lead

The work you will perform for our business

Provide end user support to client offices
Provide end user support for Personal Computers (PCs) and thin-client hardware and software support
Installation and maintenance of PCs and thin clients including upgrading hardware and software as necessary
Assist as directed by the Team Lead in support activities
Provide basic support for telephone systems, including station move/changes, issue/change voice mail passwords, and basic programming of call center systems
Provide end user support for key client applications
Document all reported issues and requests into company ticket tracking system from identification through resolution
Call hardware vendors to request service as directed
“Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role.”
Create a positive customer support experience and build strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
Ensure satisfying end-to-end customer experience and provide a single point-of-contact for the customer
Analyze and resolve incidents and requests regarding use of application software or hardware
Follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
Document resolutions and update knowledge base
Continue to grow general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first initiation
Log into and answer incoming phone calls through the phone queue on a daily basis
Mailbox administration of Microsoft Exchange server, installation of maintenance of Windows operating systems and applications
Perform other duties as assigned within the scope of responsibilities and requirements of the job, and perform special projects as requested by management

Requirements

Qualifications & Interests:

Demonstrated ability to learn customer support processes and techniques
Possess a strong work ethic and team player mentality
Highly developed sense of integrity and commitment to customer satisfaction
Assists co-workers, clients, employers, and vendors in a friendly, courteous, and professional manner
Uses courtesy in communication and working with others
Works with other employees/departments to ensure timely and quality service
Patience and rapport with others required
Ability to communicate clearly and professionally, both verbally and in writing
Excellent listening skills – listens actively and communicates effectively with co-workers, clients, employers, and vendors
Strong problem-solving, research, analytical and decision-making abilities
Proficient PC skills, including competency in MS Office Suite
Works well in a team environment with minimal supervision
Contributes to team tactics to meet defined goals
Supports a work environment that is conducive to team productivity
Able to maintain excellent attendance and punctuality
Ability to work evenings and weekends as necessary
Analytical/problem solving skills
Healthcare background preferred
Minimum 1-2 years of experience in help desk administration or IT related field
Minimum 1-2 years of experience in administration and support of Ethernet, TCP/IP, LAN, Citrix CVAD thin-client installation and support & help desk support such as add/remove users, group membership, creating shares, password changes in a mixed mode Windows domain environment
A+ certification preferred

Critical Success Factors

Strong oral and written skills
Excellent documentation skills
Excellent time management skills
Ability to set priorities and meet obligations in a timely manner
Extremely detail oriented
Ability to maintain the highest levels of productivity with minimal management oversight
Ability to travel and participate in daily onsite meetings with both Entisys360 clients and team members in all Entisys360 geographic regions and client locations
Ability to travel distances of 100 miles or more per day to attend client meetings or other work-related activities
Ability to sit in work related meetings for periods of 1 hour or longer
Ability to work onsite at Entisys360 offices for a full 8-hour workday
Ability to travel via airplane for periods of 1 hour or longer to attend work-related activities
Ability to lodge overnight away from home for multiple days to attend work-related activities