Technology Services Engineer II (HealthTech)

| Seattle
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Company Description

Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com.

Job Description

The Technology Services Engineer II will be responsible for providing desk side support and infrastructure services for our internal staff (Executives, Software Developers, Sales, Healthcare Assistants, etc.) as well as performing Windows server operations 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
  • Work with individuals with a wide range of computer skills, specifically when communicating technical information to non-technical staff
  • Maintenance and problem solving with respect to workstations and desktop applications
  • Perform maintenance tasks on Windows servers
  • Effectively communicate technical information clearly and concisely to senior level technical staff during escalations
  • Train and educate Service Desk and Infrastructure team members, sharing knowledge of new techniques and technologies
  • Develop solutions to a variety of problems of moderate scope and complexity
  • Refer to policies and practices for guidance
  • Act as second-level support escalation contact from front-line support or other desktop engineers
  • On a regular, but varied basis, you will execute the new hire on-boarding process, support our development and training centers, perform server maintenance tasks, and design and develop implement and support the underlying infrastructure that provides services to all of Accolade's users
     

Qualifications

What we are looking for...

  • Bachelor's Degree in Computer Science, Information Management or related field and a minimum of 2 years related 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
  • Some experience with Windows Server maintenance
  • Significant experience with tools and processes involved in new build automation and application deployment or management for Windows and/or Macintosh systems
  • Experience with scripting and automation tools such as PowerShell, VBScript, WiseScript, batch files, or similar environments.
  • Experience automating software application installation and delivery, preferably in both Windows and Macintosh environments.
  • Experience working with mobile devices running iOS and Android operating systems
  • Working knowledge of basic networking technologies, e.g. VLANs, DHCP, and DNS Servers
  • Experience configuring and using audio/video conferencing tools like Zoom or WebEx
  • Provide outstanding customer service face to face and via tele-support options, e.g. videocon, phone, email, text, etc.
  • Excellent problem solving skills
  • In addition to providing white-glove support, the ideal candidate should be able to synthesize support experiences to find or create the tools and processes for scalability 
     

Additional Information

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.

All your information will be kept confidential according to EEO guidelines.

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Location

Located in the heart of Downtown Seattle we're steps away from all the city has to offer (sweeping views, restaurants, public transportation, etc.)

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