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Technical Support Specialist

2 months ago

Greenwich, Connecticut, United States WINFertility Full time
{"title": "Technical Support Engineer", "description": "About Us

WINFertility is a leading fertility benefit management company with over 20 years of experience. We offer inclusive family-building solutions to employers, health plans, and individual patients. Our mission is to provide access to the best network doctors, technology, and emotional support at the lowest cost.

Position Summary

Under the direction of the Team Lead/Manager of Technical Support, the Technical Support Engineer will be responsible for taking ownership of all assigned technical support needs. This includes end-user support from new hire implementations through employee separation, as well as infrastructure maintenance. All assigned user issues must be completed and closed with a final resolution within WIN's internal Help Desk ticketing system.

Major Accountabilities
  • First-level support for onsite and remote users as part of the help desk in a secure environment
  • Provide technical assistance and installation support for servers, workstations, laptops, and smartphones
  • Upgrade hardware and software as needed to ensure optimal workstation performance
  • System setup and testing, including installing and updating OS and software
  • Systems administration and maintenance, including Active Directory, MS Exchange 2016, VMware environment, endpoint management, Mitel Phone System, and Printers
  • Support and coordination with infrastructure/database administrators, system integration/project managers, onsite and offshore software development teams
  • Interaction with IT vendors for hardware, software, communications, and related services
  • Troubleshoot network devices, printers, and business-specific applications
  • Participate in implementations of new hardware and software solutions, including recommendations for new acquisitions and upgrades
  • Availability for after-hour on-call emergencies and off-hour scheduled maintenance as required
Formal Education and Professional Experience
  • Bachelor's degree in Information Technology, Computer Science, or related discipline, or Associate degree in related discipline combined with relevant certifications and equivalent experience
  • Minimum 2 years' experience in areas of IT network support/help desk
  • Experience and proficiency in installation and support for Windows 10, MS Office Suite, Windows Server 2008/2012/2016/2019
  • Experience in installation/support/troubleshooting in areas of desktop and networking hardware, TCP/IP, DHCP, DNS, Active Directory, DFS, GPO, VMware, SAN, data, and file security
Knowledge, Skills, and Abilities
  • Effective problem-solving and prioritizing skills; capacity to own/manage tasks through to resolution with appropriate sense of urgency
  • Excellent communication skills, both written and verbal
  • Professional, positive, and courteous attitude, as well as the patience to work with clients having a diverse range of technical proficiency
  • Self-motivated individual who is also a team player, willing to work in a fast-paced and rapidly expanding environment
  • Strong analytic and multi-tasking skills with attention to detail
WIN Benefits and Perks

WIN offers our employees competitive and comprehensive benefits, including paid vacation, sick, and holiday time, medical, dental, vision, life insurance, disability insurance, health savings account, flexible spending account, transit account, 401(k) plus company match, pet insurance, employee assistance program, free access to the fitness center, and free indoor parking.

Job Type

Full-time

Benefits
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Vision insurance
Schedule

8-hour shift, Monday to Friday, on-call

Experience

IT support: 2 years (required)

Work Location

In-person