Job Summary: The Desktop Engineer – Associate will assist in the development and testing of imaging and application deployment to end user devices managed by the organization (i.e. desktops, laptops, tablets and mobile phones). This includes configuration, customization, implementation, testing, patching, changes, and operational support of the operating system and all deployed desktop and mobile applications. He/she will serve as a Subject Matter Expert for all end user device hardware and software and provide Tier-3 support to users when escalated by Technology Support Services and Help Desk teams, and assist with root cause assessment and remediation. He/she will develop and maintain device images, package and deploy patches and software on end user devices, and provide thorough documentation on all current and newly implemented technologies. The Desktop Engineer - Associate takes direction from the department manager and Desktop Engineer Lead to focus on assigned work and functions with moderate independence.
Job Functions and Duties:
Assists with engineering and testing packages and deployments of operating system images and end user device software. Performs hardware driver validation, researches OS and application patches for potential impact, tests packages and images prior to deployment, and tests task sequences prior to production use. Works with more senior staff to perform product analysis, quality assurance, troubleshooting and support. Function as a resource on projects including new hardware images, Windows and Office upgrades, and other projects involving updates to software on end user devices. Coordinate with multiple teams and departments to implement, maintain, support and enhance the end user device experience, and work with Infrastructure teams to ensure a common user experience between end user devices and Citrix. Assists with system administration and updates as required, including anti-virus updates, operating system and software updates. Assists in the management and administration of systems, such as System Center Configuration Manager, Active Directory, and Microsoft EMS (Intune) environments. Coordinate with the IS Security team to engineer solutions for end user device security. Assists with troubleshooting complex technical problems and identifies implements and communicates technical fixes. Function as Tier-3 technical escalation point for large scale or aging end-user problems. Interface with high-demand, low availability users.
Provides excellent customer service to all levels of employees including customers, peers, and leadership. Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department. Acts as backup for certain departmental leadership functions.
Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means. Represents the department and company in a positive and professional manner. Participates in the orientation of new team members.
Adheres to all EMHS and departmental policies and procedures. Maintains detailed and accurate records in workload management, asset management and administrative applications. Adheres to deadlines.
Actively maintains education and cross-training on all departmental areas of expertise. Maintains required certifications and prepares and coordinates training for staff within the department. Participates in small inter- and intra-departmental committees and groups as requested by supervisor.
Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility.
Performs other duties as assigned.
Education and Experience
• Associate Degree and 2 years' experience in Computer Technology or related technical field
• Experience supporting Microsoft operating systems, Intel-based hardware, and with associated troubleshooting techniques.
• Ability to obtain A+ certification within 3 months.
• Ability to obtain MTA certification within 1 year.
Knowledge, Skills, and Abilities
•?Experience in desktop design and implementation using Microsoft Operating Systems, end user device hardware, and networking
•?Strong troubleshooting skills of moderate to complex technical end user device issues in a large distributed environment.
•? Experience in packaging and deployment of software on Windows computers and mobile devices
•? Maintains device images, provides Tier-3 support to Technology Support Services Technicians, performs Application Deployment and Continual Process Improvement
• Assist in development and setting up of the end user device environment, as well as evaluating new technologies for usefulness within the business.
• Basic understanding of Microsoft Group Policies in a client/server environment and exposure to Windows Server.
•?Working knowledge of Group Policy Objects (GPO), Local Policy Objects (LPO), and scripting. ?
• Working knowledge in operating system migration planning, design, and implementation.
•? Basic knowledge of enterprise technologies such as Microsoft System Center Configuration Manager (SCCM), Microsoft Enterprise Mobility Suite (EMS), Virtual Desktop Infrastructure (VDI), and Remote Desktop Services (RDS) among others
•? Basic Scripting knowledge utilizing a variety of languages such as VB Script, PowerShell, or other scripting languages or tools.
•? Ability to assess and understand the impact of technical decisions and architectural changes.
•?Ability to communicate and collaborate with system administrators, information security analysts, and technical support staff.
•? Excellent communication and interpersonal skills, a professional business manner, and ability to interact with varied audiences.
Supervision Received (ability to act independently)
Reports to the Manager of Enterprise Information Systems.
Typical Contacts (Internal/External)
All levels of customers at EMHS including peers, leadership, clinical and administrative staff.
•?Works in a normal office environment, requiring the ability to frequently respond to unpredictable situations.
•?Works in wiring closets and utility spaces that may be warmer and/or have a higher ambient noise level than other areas, but not at such a level as to require protective clothing or equipment.
• Must be able to work and think independently.
•?Occasional long and irregular hours
•?Must be willing to travel by air and ground.
•?Tolerance for frequent interruptions.
•?Must be able to speak and communicate clearly and effectively.
•?Must be able to hear speech.
•?Must be able to adapt to frequently changing work priorities.
•?Must be able to travel to various EMHS sites.
•?Participate in periodic on-call rotation.
This position may be eligible for situational offsite work.