Technology Services Engineer III
Accolade

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

The Technology Services Engineer III will be responsible for planning and providing desk side support and infrastructure services for our staff (Executive, Software Developers, Sales, Healthcare Assistants) as well as performing Windows server maintenance tasks. The Desktop environment includes Windows, Macintosh, and other computing platforms. This role is responsible for Accolade's Windows servers. Accolade is poised for aggressive growth, and this role will be a key element in maintaining current operations while expanding both our reach and our service offerings. Day-to-day, you will be coordinating your work with our Service Desk and the rest of the Infrastructure team, as well as working interactively with other Accolade staff.

A day in the life...

• Provide full desktop service to staff at local our offices, both in-person and remotely, focused on Windows and Macintosh hardware and software, coupled with some networking.
  
• Automate installation and maintenance of Windows OS - excellent understanding of Windows 7/10 required
  
• Use management systems such as SCCM and JAMF, and patch deployment systems such as WSUS
  
• Support Office 2010/2013/2016/365 on Windows and Mac OS
  
• Address questions involving desktop performance monitoring and optimization
  
• Manage server functions, including DNS, DHCP, folder & printer sharing, remote access
  
• Acts as second-level support escalation contact from front-line support or other desktop engineers
  
• Cross functional contributor, able to be part of medium sized projects and seen as a key collaborator in these efforts.
  
• Leads troubleshooting and testing efforts to identify and resolve system integration issues
  
• Assumes the point person role in group specific business case and design demonstrations.
  
• In addition to daily support and maintenance tasks for the Desktop and Server environments, responsibility for identifying and implementing opportunities to improve current and future operations.
  

What we are looking for...

• Bachelor's degree in Computer Science, Information Management or related field and a minimum of 5 years related experience, or Associate's degree and equivalent experience
  
• Experience working in a Corporate Help Desk environment. This should include hands-on experience troubleshooting Mac OS X, Microsoft Windows 7/8/10, and Microsoft Office 2010/2013/2016/365 for both Windows and Mac OS X environments, networking, Active Directory integration, and support of tele-collaboration tools such as Lync, WebEx, Hipchat, or Slack.
  
• Strong people skills and a knack for problem solving.
  
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
  
• Strong problem solving skills, detail-oriented mindset and the ability to multitask and demonstrate strong organization skills.
  
• Ability to work independently or in a team setting.
  
• Extensive experience with packaging/deploying Windows OS and software applications
  
• Strong Windows 2008 & 2012 Active Directory understanding and basic troubleshooting
  
• Mobile Device Management (MDM) experience
  
• Basic understanding of Voice Services (i.e. VOIP, SIP, Call Manager, etc.)
  
• IP address classes & IP subnetting, fundamentals of OSI and TCP/IP model, basics of network switching
  
• Good knowledge of wireless technologies - Clients configuration and support - laptops, smartphones, and printers.
  

• A strategic view of the team and its functions - understand that our works fits into a larger picture both within the team and outside of it.
  
• Works well with individuals at all levels; has a high enough EQ to engage successfully with people from a wide range of work backgrounds.
  
• Ability to manage both task-oriented and project-oriented work simultaneously.
  
• Rigorous in your approach to work (Organized, dependable, metrics focused, agile, and and have a high attention to detail).
  
• Excellent interpersonal and communication skills with your peers and clients.
  

#LI-KM1

We strongly encourage you to be vaccinated against COVID-19.

What is important to us...

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others
Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.

We are strong individually and together, we're powerful
Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done
Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We're boldly and relentlessly reinventing healthcare
We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

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Accolade

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