End User Platform Engineer II

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

Under the direction of the Director of End User Platform Engineering, this position will provide technical and engineering support of Enterprise End user platforms. 

Essential Duties and Responsibilities

• Maintain adequate knowledge of operating systems and application software being used to deliver a better user experience.
• Assist in testing new and different software and hardware applications to analyze viability for system enhancement.
• Keep current on new developments and techniques in Information Technology to stay abreast of the changing network needs.
• Proactively monitor the performance of application software and make approved changes to improve efficiency and effectiveness of all applications."
• Applies knowledge and basic problem-solving techniques to define and resolve problems.
• Determines a course of action based on guidelines.
• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• PC hardware installation & troubleshooting
• Desktop software installation and troubleshooting for local and remote users.
• Tracking of hardware and software additions/changes
• Create / Update technical documentation and editing of IT Support Standard Operating Procedures
• Provide escalation support for Helpdesk Technicians
• Communicate the issue statuses and resolutions to stakeholders in a timely manner.
• Log issues and resolutions in the tracking system
• Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
• Provide Enterprise support for all Microsoft Office product.
• Keep peers and manager informed of trends, significant problems, and delays.
• Identify and escalate client issues which may require changes to procedures, standards and systems.
• Work in a 24X7 environment - this position requires someone who can come in early, stay late and assist on weekends as the business requires.
• Participate in an On-Call rotation which requires after hours and weekend coverage.
• Perform other related duties as requested.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Bachelor’s degree in a STEM field required (years of relevant work experience may be substituted).
• 3-6 years’ experience working within a Help Desk, Call Center or NOC environment.
• Understanding of IT Ticketing Systems.
• Able to work independently as well as in a team.
• Excellent customer service, organizational and prioritizing skills.
• Knowledge of:
  • PC configuration, general network operating systems and network topologies/protocols.
  • Windows operating systems and Microsoft Office products.
  • Active Directory user administration.
  • Remote access technologies (VPN, OKTA).
  • Automated application deployment (a plus).
• Microsoft certifications a plus.
• Disk level imaging solutions.
• Strong troubleshooting and research skills.
• Excellent verbal and written communication skills.

Required license or credential needed to perform job: N/A

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

Work Environment                                       

                              ☒ Office           ☐  Remote                 ☐ Hybrid (Office & Remote)

Travel: ≤10%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.  Teladoc Health will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual in line with company policy.

About Us

Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence.

Job Description Acknowledgment

This job description is a general overview of nature and level of work performed by employees with this job designation It is not intended to be a comprehensive list of all duties, responsibilities and qualifications required of this position.  Management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time.  I acknowledge that I have read and understand the above job description. By signing this job description, I understand the duties that are expected of me.

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  

Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 

Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.  

Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.