What are the responsibilities and job description for the Systems Engineer position at AbleTo?
About AbleTo
Join our mission-driven organization, where your work matters and a diversity of ideas and backgrounds are welcomed. AbleTo is the leading provider of high-quality, technology-enabled behavioral health care. We believe everyone deserves access to high-quality care and offer a suite of technology-enabled services to empower people to lead better lives through better mental health. A proprietary platform connects individuals with AbleTo's highly trained licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience.
Members also have access to mental health coaches and digital support programs. Our outcomes-focused approach is proven to improve behavioral and physical health and lower medical costs.
Overview: The Systems Engineer installs, maintains, troubleshoots, and repairs computer systems; provides technical support for users; assists in submitting and tracking Incident and Service requests; and manages, maintains and enhances the management, maintenance, and enhancement of AbleTo's systems.
What You’ll Do:
- 60% of the time is providing Level 1 technical support to staff and repairing computing devices, networks, and applications; 20% is IT operational tasks & maintenance; 20% of the time is project-based
- Use Jamf and Intune to provision laptops and distribute packages
- Create and update certificates and packages within JAMF Software supporting our MAC endpoints
- Test, install, and update macOS operating system, including proprietary applications, security patches, updates, application drivers, and system security tools.
- Evaluate security updates and service packs for supported applications and perform necessary QC and certification for installation on all supported Mac clients
- Onboard and Offboard accounts using Azure and Google Workspace
- Support physical and virtual network infrastructure
- Support AV in large meetings and webinars
- Respond to applicable monitoring system alerts as a primary resource, communicate issues as appropriate internally
- Maintain documentation
- Own issues and manage them in a logical and systematic manner
- Remote diagnosis and resolution of incidents and service requests, including escalation to the appropriate internal team where the incident/service request cannot be resolved at 1st line
- Accurately capture information when logging an incident or a service request, ensuring that troubleshooting steps are detailed and that >95% of logged incidents and service requests meet our internal quality-checking criteria
Who You Are:
- Extensive experience supporting Apple laptops and MacOS
- Strong background supporting MacOS & JAMF Pro environments
- Strong knowledge of Apple MDM processes and software (e.g., Patching/Deploying macOS & 3rd party software with Jamf Pro)
- Bachelor’s degree or equivalent work experience
- 2 years of experience desired
- Ability to triage incoming issues and prioritize appropriately
- Ability to communicate technical topics to non-technical users
- Experience with Azure or G Suite administration
- Experience with Helpdesk ticketing systems
- Experience with maintaining systems that use SSO
- Knowledge of encryption and its best practices in an IT environment
- TCP/IP Network troubleshooting
- A/V experience, including Zoom conference rooms, meetings, and webinar setup and troubleshooting
- Experience configuring printers and print servers
- Experience performing user management via LDAP or MS Active Directory
- ACMT, HDI, ITIL, and Network , JAMF 100 and 200 certifications are a plus
- Experience supporting Google Workspace, and a wide variety of popular Cloud SaaS platforms (i.e., Jira, Slack, Github, Adobe CC)
- A champion for End Users. (People First)
- Thrives in a team environment. (One Team)
- Strives to work smarter, not harder (Stay Curious)
- A systematic troubleshooter who can articulate problems and apply previous knowledge when confronting new challenges. (Sweat the Small Stuff)
- Sees technological advances and business changes as opportunities to become more efficient or deliver better outcomes. (Let Change Fuel You)
- Passionate about the advancement of technology and how it can innovate the workplace (Make a Difference)
Why You Should Join Our Team:
We take pride in putting people first above all, including our own team members. We provide our team, and their families, with a wealthy benefits package to care for their physical, financial, and professional health, equipped with medical, dental, and vision benefits, a generously-funded Health Reimbursement Account (HRA), no-cost mental health support, gym membership reimbursement, 401K matching, and plenty more. Our “One Team” approach to fostering our culture has built an environment of mutual respect, empathy, and transparency (with a little bit of fun!). We empower people of all backgrounds to excel at AbleTo. Employee Resource Groups (ERGs) are just a part of our Inclusion, Equity, and Diversity initiatives. Our unique approach to career development is simply that: unique to you. No two people are alike, and neither should be their growth plan, which is why we work with each employee to design an individual development path. We hope you’ll join our team to empower people to get better and stay better every day.
The salary range is $40K- $90K. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, AbleTo offers benefits such as, a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).
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