Associate Systems Engineer

The Associate Systems Engineer will have the opportunity to support the end-to-end IT experience of Hopebridge associates. They will provide exceptional customer service and technical support for both onsite and remote employees. They will triage, resolve, and escalate (when necessary) users' technical issues related to common business operational applications, Hopebridge specific applications, browser and driver issues, and common hardware (Tablets, PC, IPADS, keyboards, pointing devices, printers, scanners). They will support ancillary systems and devices including conferencing systems and mobile devices and administer user accounts including system and hardware setup; lockout resolution; and software maintenance and upgrades. Timely initiation and maintenance of communication with users is expected in this position; customer service and technical skills are equally important., Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a kind and professional attitude
• Analyzes and resolves incidents regarding use of application software or hardware. Logs and tracks incidents from identification through resolution.
• Develops and maintains end-user computing policies and procedures.
• Recommends and implements improved process and best practices in the realm of internal IT support to continuously improve the customer experience.
• Maintains and protects confidentiality with regard to all aspects of employee information
• Diagnose and resolve software and hardware issues across a range of software applications
• Responsible for configuring and deploying IT equipment such as tablets, desktops, laptops
• Support delivery of Desktop Support services for all local and remote users
• Guide and assist users with simple, step-by-step instructions
• Continually provide updates to all users regarding IT issues in a prompt and professional manner
• Accurately prioritize, update and document service requests and solutions in a service log
• Maintain IT equipment tracking documents
• Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases.
• Installation and configuration of end-user applications
• Upgrading end-user workstation hardware and software
• Completes all assigned mandatory training modules.
• Follows all state and federal laws, including HIPAA.
• Maintain a clear criminal record.

Do you have experience in Mobile device management?, Do you have a Associate's degree?, * Computer Ability

• Attention to Detail
• Attitude toward Others
• Customer Service Skills
• Time Management
• Handling Stress.

Required Education and Experience

• Associates Degree or higher in Computer science related field with 1-2 years of IT experience
• 3-4 years of IT experience without degree
• General understanding of IT networks
• MDM Experience

Preferred Education and Experience

• Salesforce experience
• Experience in Office 365
• ITIL Knowledge
• Intune experience

Position Type/Expected Hours of Work This is a full-time position, Monday through Friday. Physical Demands Prolonged periods sitting at a desk and working on a computer. Work Environment Work is performed in an office environment. Work may be stressful at times due to a busy office. Interaction with others is constant and interruptive.