Systems Engineer 1 - Service Desk
THE COMPANY:Anatomy IT helps healthcare providers deliver exceptional patient care through technology and cybersecurity solutions. With 30 years of experience, we understand healthcare organizations' unique risks, opportunities, and challenges. Anatomy IT is one of the largest and fastest-growing healthcare IT companies, partnering with over 1,100 clients serving 32,000 healthcare staff nationwide, including ASCs, physician groups, and hospitals

RESPONSIBILITIES:We are looking to fill a full-time, Systems Engineer 1 - Service Desk position. Whether performing proactive maintenance, reactive support, or scope-based project services, Systems Engineers are responsible for delivering IT solutions with the highest standards of service, quality, and efficiency so that every interaction results in a positive outcome for the client and for Anatomy IT. The Systems Engineer 1 level has a focus on addressing user requests, supporting desktop hardware and peripherals, and performing proactive maintenance to head off potential problems before they impact the client

Critical Functions and Responsibilities:

1. Provide reactive technical support (remote with client onsite as needed)
   • Working service tickets as assigned by dispatcher
   • Utilizing appropriate tools and resources to resolve IT problems
   • Escalating tickets to next-level technical resources as needed or prescribed by SLA
   • Staying current with general industry knowledge and technologies used by our clients
   • Participating in after-hours on-call support rotation as assigned
2. Perform proactive maintenance (remote with client onsite as needed)
   • Working from recurring checklists to ensure appropriate maintenance and security of client IT systems as prescribed by managed services contract
   • Monitoring and maintaining backup and archive jobs, troubleshooting backup failures, and performing periodic test restores to ensure recoverability of client data
   • Monitoring client IT systems and responding as needed to failures and alerts
   • Deploying hardware and software patches and updates
3. Participate in delivery of technical projects (remote with client onsite as needed)
   • OS configuration, software installation and physical deployment of workstations
   • Assisting with physical installation and “hands on” support for server and network projects
   • User account creation and software installation for onboarding, migration and upgrade projects
   • Working from project plans to meet scope, schedule and budget requirements
4. Maintain accurate documentation
   • Creating and updating documentation of client systems, passwords and configurations
   • Documenting problem resolutions in knowledge base system for future reference
   • Documenting work performed and problem resolutions in service tickets using standard note templates
   • Accurate, detailed and real-time entry of time worked and expenses incurred
5. Communicate with clients and team members
   • Communicating in a clear, concise and professional manner with clients and team members across all modes of communication
   • Choosing the appropriate communication medium for the message and audience
   • Responding to email and voicemail messages in a timely manner
   • Proactively communicating with customers about the status of service tickets and project tasks

EDUCATION & EXPERTISE:

A Systems Engineer who understands that being a strong technical generalist is a must. You have deep roots with exposure to servers, networks, and applications administration. You also thrive in diverse environments and have proven skills to mentor and lead teams.
You will also have:

• Intermediate knowledge of desktop hardware, operating systems and applications
• Basic knowledge of:
  • Microsoft server operating systems
  • IP networking and security
  • Email and collaboration tools
  • Firewall configuration
• Technical certification (A , Associate Degree in Applied Science) or equivalent combination of education and experience
• Aptitude for technical troubleshooting and general problem-solving
• Technical understanding and expertise in the following:
  • Microsoft 365 & Exchange Online
  • Microsoft desktop operating systems (Windows 10 )
  • Microsoft server operating systems (2012 )
  • Antivirus/Anti-malware technologies (Sophos, Trend Micro, Symantec)
  • Firewalls (Fortinet, Sonicwall, Cisco ASA & Firepower, Meraki, Ubiquiti)
  • Switches (Fortinet, Cisco, Meraki, Netgear, HP, Ubiquiti)
  • Wireless (Cisco, Meraki, Ubiquiti)
  • Client-access VPN (Cisco AnyConnect, Sonicwall, Fortinet)

EQUAL OPPORTUNITY EMPLOYERWe're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

**The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be a comprehensive list of all responsibilities, and skills required of employees.