IT Engineer II

Primary Purpose
Responsible for providing Tier 1 and II technical end user support to Quadramed employees. Maintain and monitor PC (laptops, desktop) and server sytems.

Essential Duties and Responsibilities
•Install, configure and maintain desktop/laptop systems and Quadramed approved software applications.
•Install, configure and maintain PC peripherals such as printers, monitors and PDA's.
•Complete maintenance checklists and alert sr. engineers and management of potential problems.
•Ensure adequate supplies of spare parts such as NIC's hard drives, tapes, power supplies, cables, keyboards, mice, etc.
•Handling Helpdesk calls ranging from remote access issues to office suite questions to basic network troubleshooting.
•Troubleshoot hardware and software application problems, escalating unresolved issues to external vendor support or internal Tier II and Tier III engineers.
•Respond to telephone, email, and personal requests for technical support
•Identify, research, and resolve technical issues tely document all work performed by entering support tasks in Quadramed's helpdesk ticketing system.
•Interact with users to provide first line help desk support for the time tracking/bidding system.
•Develop a good working understanding of the CRM Helpdesk system and solve routine problems.
•Document typical problems and recommend procedures and controls for problem prevention.
•Log and track trouble tickets. Build and draw on a broad knowledge of issues that may occur and their remedies.
•Assign problems that cannot be resolved in a timely manner to second level support.. Provide email communication to affected users on changes to or status of the system.
•Implementation support may include managing distribution lists, sending emails, and other ad hoc support.

Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Knowledge
•Bachelor's degree in computer science, telecommunications, or related filed. Specialized training and/or industry recognized certifications such as MCSE, CCNA, MCP, or OEM certified training my substitute for degree. Knowledge and understanding of network protocols and various transport media. Knowledge of Microsoft operating systems.

Skills and Abilities
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•Ability to lift objects up to 50 pounds, stoop, bend.
•Ability to work extended periods, using keyboard and monitor.
•Ability to speak and write clearly, understands written and oral communications.
•Able to travel occasionally.
•Solid understanding of PC hardware and software applications in use within Quadramed.
•Ability to use troubleshooting tools to resolve Operating System or application issues.
•Ability to troubleshoot and resolve basic network problems.
•Ability to write basic administrative scripts for managing systems or user login.
REQUIREMENTS
Experience
•2 to 3 years with degree or certifications. 3 to 5 years without degree or certifications.
•Experience with Windows XP Professional and Microsoft Office 2000/XP
•2-4 years experience in Helpdesk Support Environment