IS Support Engineer II

Position Description:

Every day, in ways both big and small, the Medical College of Wisconsin (MCW) is impacting lives for the better. MCW … changemaking for a healthier Wisconsin. In the role of IS Support Engineer II you will beworking in Finance Administration.

Purpose

Triage, Resolve, and Route customer incidents / requests in a timely and accurate manner. Resolves the majority of all customer issues upon the first contact, to provide the highest level of IT Service while minimizing / avoiding hierarchal escalations. Acts as a single point of contact and one stop shop for customer base.

Primary Functions 

• Acts as a single point of contact while providing multi-tier support for all incoming software, hardware, account, security, and network issues for internal and external customers
• Provides application support / configuration of (2800+ Apps) for the internal faculty, staff, and students to maintain efficient endpoint computing.
• Manages and maintains Active Directory, Microsoft Exchange, Office 365 to ensure accurate creation, termination, and compliance of accounts, distribution lists, security groups, calendars, and contacts for internal and external customers.
• Grants adds / changes of file / folder permissions within network and cloud file systems to ensure proper security and compliance
• Maintains, designs, and implements changes to internal team databases including but not limited to the ITSM, AI Bot, CMDB, Remote Access, and Anti-Malware systems
• Implements / Manages Software License Compliance for all existing and new software titles, which are resold internally within the company to ensure contract compliance with software vendor partners
• Manages Software and Hardware lifecycle management to ensure customers are leveraging the most up to date computing hardware, and most up to date secure software versions to minimize security vulnerabilities.
• Performs and manages Software Deployment / Patch Management including the scripting (powershell, bash, batch) of software packages within RMM / automation tools to ensure proper distribution, patching of software titles across 10,000+ endpoints
• Performs and manages MDM technologies to ensure proper security, policies, and OS updating across the endpoints
• Manages Multi-Factor-Authentication systems including granting accounts, troubleshooting connection issues, and responding to fraudulent reports.
• Responds to and remediates malware infections (scareware, viruses, ransomware, etc) immediately. Files all security incident reports. Makes recommendations on future infection prevention.
• Performs all functions of IT Procurement to support internal software / hardware service line including by not limited to purchasing, receipt, inventory, and deployment of both internal and external procurement orders. 

Knowledge – Skills – Abilities

Technical Support, Customer Service, Interpersonal Skills, Split-half troubleshooting methodology, Empathy, Active Listening, Patience, High Level of Written and Oral Communications, IT Best Practices, IT Security, Account Management, IT Compliance, Database Design, Malware Identification and Remmediation, MD5 Hashes, IT Procurement, Money Management

Preferred Schedule:
M-F 8AM to 5PM

Position Requirements:

Specifications

Appropriate experience may be substituted for education on an equivalent basis

Minimum Required Education:               High school diploma

Minimum Required Experience:              5-7 Years

Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• Pet Insurance
• On campus Fitness Facility, offering onsite classes.
• Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc. 

For a full list of positions see: www.mcw.edu/careers  

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits

Eastern Wisconsin is a vibrant, diverse metropolitan area.  MCW is intent on attracting, developing, and retaining a diverse workforce and faculty body that reflects the community we serve. We value diversity of backgrounds, experience, thought, and perspectives to advance excellence in science and medicine.  MCW is a welcoming campus community with a strong culture of collaboration, partnership, and engagement with our surrounding community. For more information, please visit our institutional website at https://www.mcw.edu/departments/office-of-diversity-and-inclusion . 

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination
The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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