Information Solutions - Desktop Engineer - 40hrs - Hybrid

Job Description

Core Technical Knowledge:

• Demonstrates comprehensive understanding of Microsoft client technologies as a core competency.
• Adept with Active Directory infrastructure (AD, DNS, DFS, GPOs, logon scripts, PKI, migrations, etc).
• Working knowledge and experience with SCCM/GPOs/other central management solutions.
• End-point network troubleshooting (ping, tracert, netstat, wireshark, etc.).
• End-user computing peripherals (printers, scanners, e-Sig readers, bar code scanners, etc.).
• In depth experience with desktop/laptop imaging and deployment.
• Mobile technology (smartphones, tablets, MDM, etc.).
• Video conferencing knowledge and experience.
  
  
  

Support, Analysis, and Research:

• Creates detailed work-related specifications, system design documentation, procedures, process and data flows, and project and change management plans.
• Communicates effectively with clients and colleagues.
• Demonstrates proficient degree of analytical skills.
  
  
  

Team Support and Management:

• Supports multiple concurrent work efforts, educates and coaches other team members, and works with minimal supervision in support of team initiatives.
  
  
  

Responsibilities

The Desktop Engineer:

• Responsible for the administration and support of the client infrastructure and end-point computing devices and their associated peripherals and software.
• Provide direct technical support for 2nd and 3rd level client support issues
• Coaches, mentors and trains Field Support Analysts.
• Provide direct technical support for all requirements in the planning, coordination, programming and implementation of releases, upgrades, or changes to the client estate.
• Plans and implements major software upgrades, ensuring change management procedures and methodologies are implemented and followed.
• Proof of concept design and review.
• Technology roadmap planning and testing for future computing platforms.
• Acts as a technical expert for end-user computing devices throughout the organization
• Challenges current processes and procedures; looks for new ways of meeting responsibilities and accomplishing assigned work.
• Acts as an advocate and role-model for information security to other IT team members and our non-IT team members while protecting and maintaining user data at all times.
• Researches complex issues independently through various online resources before escalating issues to other teams. Fully documents troubleshooting steps completed as part of a warm-hand-off process to the escalated team and suggests areas of possible root cause collaboratively with the escalated team.
• Collaborates with helpdesk, system engineering and application teams to troubleshoot and resolve multi-disciplinary issues.
• Instructs field support in the use of equipment, software and peripherals.
• Utilize hospital owned vehicles to transport equipment between main location and satellite locations.
• Interacts with employees to facilitate and promote effective use of information technology.
• Demonstrates an impeccable level of attention to detail and thorough technical documentation maintenance
• Follows departmental change control procedures and reports changes to appropriate personnel.
• Participates in the development, validation and execution of comprehensive implementation and test plans.
• Performs 24/7 on-call support on a rotational basis.
• Performs all other duties as assigned.
  
  
  

Qualifications

Education and/or Experience Required:

• Bachelor’s Degree in Computer Science, Engineering, Information Technology or related discipline; equivalent combination of education/certification and or experience acceptable.
• 4 Years minimum in-depth experience in several of the following areas:
• Windows 7/10 client support and architectural design
• Computer hardware and software deployment, upgrades and replacements
• AD and its related technologies.
• Supporting IT environments with 150 users and computers
• End-client peripheral devices (printers, scanners, e-Sig readers, etc.).
• Mobile technology experience – centralized deployment and support.
• Designing and maintaining desktop images.
• VDI infrastructure
• Application packaging and virtualization.
• Designing client infrastructure; GPOs, OUs, SCCM, etc.).
• Server infrastructure experience.
  
  
  

License and/or Certification:

• Certifications:
• A required
• MTA required
• MCSA/MCSE preferred
  
  
  

Knowledge, Skills and Abilities:

Knowledge:

• Policies and procedures related to functional units supported.
• ITIL.
• Inter-relationships between functional areas.
• Administrative scripting skills for automating routine administrative/operational tasks.
  
  
  

Skills:

• Attention to detail.
• Customer focused mindset.
• Strong communication & follow-up skills.
• Real-time prioritization and triaging.
• Technical architecture design.
  
  
  

Ability to:

• Multi-task and embrace change.
• Handle a fast paced, high volume environment.
• Work in a team environment alongside multiple disciplines.
• Research issues independently and leverage knowledge and resources to effectively solve novel issues.
• Instruct, teach and mentor less-senior or experienced team members.
• Develop close working relationship with systems teams and peers.
• Develops collaborative working relationships with outside technology vendors and contractors/consultants.
• Analyze hardware required to meet strategic growth and development objectives related to technology and make recommendations.
• Strong analytical abilities and professional office experience required.
  
  
  

About Us

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team.