Desktop Engineer - Intermediate

Job Number 46691
Posted 5/15/2017
Account EMHS
Department IS Infrastructure Services
Location EMHS - Cianchette Building, Brewer, ME 04412
Schedule Regular Full-time
Shift Day
Hours 0800 - 1630
Job Details Job Summary: The Desktop Engineer – Intermediate will have proven experience in all aspects 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 perform 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 - Intermediate is largely self-directed once assigned work and functions with considerable independence

Job Functions & Responsibilities:

Engineer packages and deployments of operating system images and end user device software.

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. Perform system administration and updates as required, including anti-virus updates, operating system and software updates. Manage and administer 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. Research complex technical problems and identify, implement and communicate technical fixes. Function as Tier-3 technical escalation point for large scale or aging end-user problems. Review Incident reports to identify systemic end user device issues. Participate in a collaborative design and solution delivery environment. 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. Leads by example. 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 evaluation and estimation of routine work requests and minor projects. Participates in the orientation of new team members.

Adheres to all EMHS and departmental policies and procedures. Creates, follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency. Uses advanced troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer. 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 leads training for staff within the department. Leads small inter- and intra-departmental committees and groups as requested by supervisor.

Assists management in identifying opportunities for process improvement within the department. Assists customers with understanding total cost of ownership issues related to hardware and software

Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility.

Education and Experience

• Associate Degree required, and 4+ years of experience in a Computer Technology or related technical field is required. In lieu of degree, an equivalent of 2 additional years' experience (6+ year's total) in Computer Technology or related technical field is required.

• Experience supporting Microsoft operating systems, Intel-based hardware, and with associated troubleshooting techniques.

• Ability to obtain A+ certification within 1 month.

• Ability to obtain MCSA within 1 year.

Knowledge, Skills, and Abilities

• Experience in desktop design and implementation using Microsoft Operating Systems, end user device hardware, and networking

• Expert troubleshooting skills of 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.

• Firm understanding of Microsoft Group Policies in a client/server environment and exposure to Windows Server.

• Experience creating and troubleshooting desktop security and configuration management through Group Policy Objects (GPO), Local Policy Objects (LPO), and scripting.

• Experience in creating and maintaining best practices for Desktop management including software deployment, inventory management, compliance reporting, license auditing, image creation and deployment.

• Experience in operating system migration planning, design, and implementation.

• Experience using 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

• Scripting experience 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.

• The ability to provide effective training for other members of the IS team.

Physical Requirements

• 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.

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.