Systems Engineer 2 - Service Desk (EMR)

The System Engineer 2 - Service Desk role is responsible for the delivery of high-quality IT technical professional services to our clientele. This candidate must have 2 to 3 years of EMR (Electronic Medical Record) experience. These services may include consulting, remote troubleshooting, and support for clients with various technologies, installation and integration, and troubleshooting of Systems services. The Systems Engineer must demonstrate superior proficiency in the performance of these services. Dedication to quality and customer satisfaction are critical success factors for this position. PRIMARY DUTIES include but are not limited to: Customer Satisfaction through the delivery of world class Support Services. Optimizing productivity while assigned to customer tickets or projects. Ability to prioritize work through ticket and project status. Problem-solving and resolution of systems issues and escalating where appropriate. Ticket Quality Control and Ticket Management. Customer Service including phone, video, and email communication. Occasional on-site to nearby customers (less than 5%). Occasional on-call responsibility/rotation. Participation in process improvement initiatives. Documentation skills for customer environments. COMPETENCIES: Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues. Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools. Ability to communicate effectively and professionally with all customer contacts. Ability to provide clear written communication for ticket/project updates. Clear written communication to maintain organization and control over all information related to customer tickets and assignments. Excellent verbal skills for customer interaction. Excellent documentation skills. Dedicated to always providing exceptional customer service. Proficiency in all aspects of the core technical requirements. Strong team collaboration skills. REQUIRED EXPERIENCE REQUIRED: 2-3 years' experience of Electronic Medical Record support (EMR) 3-5 years’ experience as a Systems Engineer. Ability to troubleshoot, Analyze, and configure VMware, O365, backups, desktops, Window, client/server in a variety of Operating Systems. Proven track record and experience with Microsoft, Mac, and Virtual services. Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching. Working technical knowledge of current network hardware, protocols, and internet standards. Strong background with ticketing systems and tracking work. 2+ years in a customer facing role, MSP preferred. 2+ years working with SaaS products. PREFERRED CERTIFICATIONS/Skills: Microsoft Certifications preferred. Bonus point for Intune, ConnectWise, RRM tool experience. Virtualization technology certified a plus. (Azure, VM Ware and AWS) Experience with MSP tools like ITGlue are a bonus. TRAVEL: Travel is required, but only occasionally, and is less than 5%. WHY ANATOMY IT? Anatomy IT embraces those that demonstrate a deep passion for solving the problems of healthcare with enthusiasm for building positive working relationships and winning as a team. We believe in putting our customers first, empowering our people to drive growth, being technologically innovative, simplifying the complex, delivering results to our commitments with a sense of urgency while embracing diversity, equity, and inclusion. 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 19,000 providers and healthcare staff nationwide, including ASCs, physician groups and hospitals. BENEFITS We love collaborating and working together as a team. Our benefits include healthcare (medical, dental & vision), 401K fund contribution, paid-time-off, short & long-term disability, and a family atmosphere of caring and concern for each team member. EQUAL OPPORTUNITY EMPLOYER We are 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.