Service Desk Technician - Level 2

Service Desk Technician - Level 2 at Anatomy IT

The Service Desk Technician - Level 2 position at Anatomy IT is for a highly motivated team player with excellent interpersonal skills. This exempt position involves handling technical support requests via telephone, email, or chat, and troubleshooting a diverse range of issues across workstations, peripherals, industry-specific line of business applications, and server infrastructures. The core expectation of this role is to provide exceptional end-user and team member support. You will also interact with vendor support contacts to identify and resolve issues on various computing equipment.

Responsibilities

• Troubleshoot and resolve desktop, server, and line of business application incidents
• Complete move/add/changes of client workstations/servers
• Resolve escalated issues from Level 1 team members
• Train and guide clients in software and hardware usage
• Collaborate with other departments to solve complex issues
• Complete tasks assigned by leadership
• Monitor software and hardware expirations for customers and recommend replacements

Skills Required

Successful candidates will possess a strong understanding and practical experience in the following areas:

• Basic understanding of Active Directory OU Structure; ability to create security groups and apply NTFS permissions.
• Basic understanding of Managed Backup software(s) and file restoration; perform a virtual disk restore.
• Basic understanding of namespace and DFS replication; ability to identify replicated folders and namespace servers.
• Ability to identify when an issue is DNS related; ability to check DHCP for correct settings (Gateway/DNS servers), identify DHCP device, and understand A Records, CNAME, and MX records.
• Basic understanding of folder inheritance; ability to create and modify file permissions, and identify and perform basic troubleshooting.
• Ability to identify and troubleshoot Intune issues; modify existing Intune policies.
• Exchange/Office 365: Understand mail flow from sender to recipient, update/change Send & Receive Connectors, Legal Hold/eDiscovery/Compliance, create new Transport rules.
• Ability to install a network printer on the server and perform advanced diagnostics, as well as scan to email setup and scan to folder setup.
• Experience with Network Printing including how to add a printer to Print Management, and troubleshoot existing printer GPOs and driver issues.
• Understanding of RDGateway setup on the server; troubleshooting server-side issues; publish RemoteApp.
• Basic understanding of network routing including the difference between dynamic & static routing.
• Overall understanding of basic server components, knowledge of RAID, ability to identify and utilize iDRAC and Dell OMSA.
• Experience with spam filtering: set up encryption filters, and understand mail flow and how it relates to spam filtering as well as how to whitelist/blacklist Company-wide.
• SQL knowledge: RBL checks, contacting vendors to fix, basic knowledge of SQL services, servers, and different SQL applications, ability to troubleshoot SQL Server service issues, troubleshoot ODBC and determine if issues are server or client-side.
• Basic understanding of SAN technology and ability to patch.
• Be able to check NAS functions.
• Perform file-sharing operations.
• Basic knowledge of iSCSI/FibreChannel.
• Modify current scripts.
• Office Deployment Tool.
• File share/SharePoint: Basic understanding of folder inheritance, ability to create and modify file permissions, ability to identify and perform basic troubleshooting, create/manage SharePoint sites.

Job Requirements

• High School diploma.
• Minimum of 4 years of work experience in a Help Desk role.
• CompTIA A+/Network+ or equivalent experience.
• Complete Technical understanding and expertise in the following: Windows Desktop, DNS functionality, Mail flow diagnostics, VPN support, File server support, RDS environment support, Active Directory support.
• Solid customer service, communication, and organizational skills.
• Ability to work under tight deadlines and shifting priorities.
• Occasionally work past scheduled work hours to complete work tasks, including occasional nights and weekend work as needed.
• Participate in a rotating on-call schedule.
• Reliable and punctual.
• MCSA certification is a plus.
• Network (Sophos, SonicWALL, Cisco) certifications are a plus.
• Apple OSX knowledge is a plus.

Why Anatomy IT?

Anatomy IT thrives on solving healthcare problems with enthusiasm, fostering positive working relationships, and winning as a team. Our core beliefs center around prioritizing customers, empowering employees for growth, driving technological innovation, simplifying complexity, delivering on commitments with urgency, and embracing diversity, equity, and inclusion.

The Company

Anatomy IT empowers healthcare providers to deliver exceptional patient care through cutting-edge technology and robust cybersecurity solutions. With over 30 years of expertise, we possess a deep understanding of the unique risks, opportunities, and challenges within healthcare organizations. As one of the largest and fastest-growing healthcare IT companies, Anatomy IT proudly partners with more than 19,000 providers and healthcare staff nationwide, encompassing ASCs, physician groups, and hospitals.

Benefits

We value collaboration and teamwork. Our comprehensive benefits package includes healthcare (medical, dental & vision), 401K fund contribution, paid-time-off, short & long-term disability, and a supportive family atmosphere built on caring and concern for every team member.

Key skills/competency

• Active Directory
• Office 365 Administration
• Network Troubleshooting
• Server Management
• DNS/DHCP
• SQL Database Basics
• SharePoint Management
• Intune Device Management
• Customer Support
• System Administration