Desktop Engineer

Job Description Summary

The Desktop Engineer is primarily responsible for aspects of IT Desktop environment including planning, architecting, organizing, implementing, supporting and monitoring the desktop infrastructure and systems, under the direction of the Manager, Systems and Server. This will be a hands-on engineering role that will be involved in planning, designing, developing standards, and implement various desktop platforms, troubleshooting tools, desktop management tools, and desktop patching and software deployment tools, to support a high performance and resilient desktop infrastructure.

Job Description

ESSENTIAL FUNCTIONS

• Manage and maintain an SCCM environment, including operating system deployments, automated software updates, patch management, and application deployments across the infrastructure
• Responsible for creating Windows 10 software images for endpoint devices
• Responsible for thin client firmware deployment and inoperability with 3rd party devices
• Administer Group Policy, Office Customization Tools and other configuration settings for endpoints
• Collaborate with IT teams to optimize and automate workstation and software deployment and configuration
• Provide escalated technical assistance to IT support teams, investigating and resolving systems-related matters of significance
• Apply best practice problem-solving techniques to develop reliable solutions to a variety of problems independently
• Provide root cause analysis and identification of corrective actions for given problems
• Identify interdependencies in system and application components, and submit recommendations for improvements
• Prepare and maintain clear, accurate documentation for an audience of IT infrastructure engineers and support teams for a variety of critical functions
• Communicate effectively regarding operations and environmental changes
• Continuously develop and demonstrate subject matter expertise on established and emerging hardware and software platforms
• Assume additional responsibilities as requested
• Responsible for process and procedures for application packaging and documentation
• Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides)
• Create standard operating procedures on all solutions implemented
• Research, evaluate, and remain current on emerging tools, techniques, and IT technologies
• Working effectively in a collaborative and innovative team-oriented environment
• Actively work with multiple groups to review work and to remove impediments/roadblocks
• Fix issues preventing individual devices being patched where necessary
• Develop solutions and identify areas for continual improvement of our vulnerability compliance position
• Track and monitor deviations and requests for deviations to baseline configurations
• Ability to troubleshoot application installations and end user issues pertaining to usage of various desktop applications (Internet Explorer, Java, Office 2016, O365, Adobe products, and various antivirus suites)
• Strong understanding of Edge, Internet Explorer, and Chrome (security zones, document modes, add-ons) and ability to troubleshoot/identify web app and site security or compatibility related issues
• Perform software distribution and patch management to Windows PC's, laptops, and servers
• Other duties as required

JOB REQUIREMENTS

Minimum Education - Preferred

Bachelor’s degree in computer science, Information Technology or other technical field preferred. Incumbents who not hold degrees may qualify if they have achieved applicable certifications and/or requisite work experience in training.

Minimum Work Experience

• Minimum of 3 - 5 years of relevant experience in a desktop engineering role (e.g., architecture, desktop or other technology support experience, preferably in healthcare environment).

Required additional Knowledge, and Abilities

• Certification in OS and Virtualization technologies (Windows, Linux OS administration, Microsoft platform administration technologies, server and desktop virtualization technologies). Microsoft (MCSE), VMware (VCP), Citrix (CCEA/CCEE/CCIA) are preferred.
• ITIL, Lean, or Six Sigma Training or experience preferred.
• Demonstrated success developing and leading a high performance IT team, and raising the maturity level of the function.
• Advanced knowledge and experience with Microsoft Windows Server, Redhat Linux, Exchange Server, and Active Directory infrastructure.
• Experience with use of application, system, and other performance analysis and monitoring tools.
• Strong communications skills including the ability to build relationships and effectively communicate with project teams and key clinical stakeholders, including business services, nurses and physicians. 
• Flexible team player with strong project management and organizational skills with ability to establish and achieve goals and maintain timelines.