Healthcare Without Rival

Premise Health is the world's leading direct healthcare provider and one of the largest digital providers in the country, serving over 11 million eligible lives across more than 2,500 of the largest commercial and municipal employers in the U.S. Premise partners with its clients to offer fully connected care – in-person and in the digital environment. It operates more than 800 onsite and nearsite wellness centers in 45 states and Guam, delivering care through the Digital Wellness Center and onsite, nearsite, mobile, and event solutions. 

Premise delivers value by simplifying complexity and breaking down barriers to give diverse member populations access to convenient, integrated, high-quality care. We offer more than 30 products, delivering the breadth and depth of care required to serve organizations' total populations. The result is healthcare that meets the needs of members and their families, helping them live healthier while lowering costs for organizations. 

Premise offers a wide range of dynamic, purpose-driven career opportunities. We are currently looking for a SR Desktop Engineer to join our team remotely. 

About the role: The Desktop Engineer, Sr. provides IT end user platform systems support to Premise managed health centers, corporate users, and regional offices. Responsibilities include troubleshooting and resolving advanced hardware and software break fix issues, hardware and software installations, network connectivity issues, and assigned project work. The Desktop Engineer, Sr. partners closely with the Service Desk, Infrastructure Services, IT Implementations, and the EUPSteam. Additionally, the Desktop Engineer, Sr. is responsible for partnering with regional and site operations management to provide guidance and assistance with current and future IT needs. He/She may be asked to attend client facing meetings where required.

Essential Functions:  

• Diagnose, troubleshoot, and resolve advanced software and hardware problems at health centers, corporate and regional offices  
• Install and configure new IT hardware and software  
• Lead and carryout EUPS team initiatives  
• Receive end user requests and incidents via ServiceNow and respond/resolve incidents within set SLA’s (service level agreements).  
• Update and close incidents/requests when work is completed  
• Responsible for managing the EUPS ticket queue and assigning ServiceNow incidents to the appropriate team members  
• Provide end user support utilizing Premise device management tools including Microsoft Endpoint Configuration Manager, Intune, PrinterLogic, and other tools as required.  
• Work closely with Premise Operations management to understand IT support needs at Premise Health Centers. Develop a good working relationship with each  
• Assist the IT Infrastructure network team as required, including virtual hands support for troubleshooting network outages and issues; replace network hardware when directed  
• Acquire and maintain advanced levels of product knowledge to assist the support team and interface with other stakeholders.  
• Work with Premise vendors to identify and support end user products and solutions  
• Actively participate in project management meetings with Premise PMO in support of assigned project work  
• Assist the IT Implementations team with new implementation work when requested including onsite IT hardware and software installations  
• Work closely with the Premise EUPS Leads to test and evaluate new end user solutions  
• Assist the Tier 2 Service Desk group with support desk incidents where required  
• Attend meetings, both internal and external when requested; meetings may be in person (onsite) or virtual  
• Abide by all Premise InfoSec policies  
• Maintain and be held responsible for assigned Premise provided tools and supplies as required  
• Timely submission of weekly time cards and expenses  
• Provide white glove support to senior level leadership and executives  

Job Requirements:

• Bachelor’s degree or equivalent work experience 
• 3-5 years of experience providing desktop level support in an enterprise environment  
• 1 year of experience in Microsoft Endpoint Configuration Manager administration  
• Experience with package creation and operating system deployment via Microsoft Endpoint Configuration Manager  
• Experience working with wireless networks, local area networks, and network troubleshooting skills  
• Experience with JAMF administration is a plus  
• Experience with Intune administration is a plus  
• Experience with iOS & Mac OS is a plus  

Preferred Experience:

• Must be reliable, timely, and able to work independently while onsite or virtually with minimal supervision.  
• Advanced knowledge of Microsoft operating systems in an enterprise environment  
• Advanced knowledge of end-user platform type systems in an enterprise environment  
• Knowledge of batch scripting and PowerShell scripting  
• Clear and innovative thinker, with excellent collaboration and communications (written and verbal) skills.  
• Must have strong customer service skills and consistently achieve high customer service satisfaction (both internal and external)  
• Ability to work in a fast-paced environment with changing priorities while maintaining strong attention to detail.  
• Ability to travel to client sites as well as other travel as required  
• Innovative and creative problem solving skills  
• Advanced troubleshooting skills  
• Reliable, timely, and able to work independently with minimal supervision  
• Managing one's own time and the time of others  
• Developing constructive and cooperative working relationships with others, and maintaining them over time  
• Ability to climb ladders (occasionally), work under desks where required, and adhere to safety requirements  
• Ability to lift 50 lbs.

Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers benefits packages including medical, dental, vision, life insurance, 401(k), paid holidays and vacation time, a company-sponsored wellness program, and much more our talent acquisition team will be happy to share with you. 

Premise Health is an equal opportunity employer; we value inclusion, and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

For individuals living in California, Colorado, Washington; as well as, for individuals living in or reporting to New York State only, Premise Health is required to  include an estimate of the salary and benefits for this role. While a number of factors influence salary, our estimated California, Colorado, Washington, and New York compensation is $70,000 - $95,000. Please note, this is a general guideline and your experience qualifications, geographic location, and other factors will be taken into consideration. For more information regarding the benefits we offer, please visit our career site, jobs.premisehealth.com/benefits.