Lead Engineer - Desktop

Responsible for the overall health of HMSA's desktop and end-user infrastructure. Designs, implements, maintains and upgrades HMSA's endpoint and client software.

• Installs, configures, and troubleshoots computers and related peripherals, software and network connectivity.
• Defines procedures for user access to endpoints and client software.
• Implements, maintains and operates endpoint and network monitoring tools.
• Optimizes end-user computing infrastructure.
• Installs systems patches in support of vulnerability management practices and product maintenance. Maintains the physical security of endpoint infrastructure.
• Develops backup and recovery procedures for endpoint devices.
• Evaluates and recommends new hardware and software for the end-user computing environment.
• Assists in the setup and conduct of audio / video conferencing activities.
• Contributes to architectural decision-making.
• Provides technical expertise across business functions, understanding the relationship between the business and the Information Systems Department. Explains infrastructure capabilities.

Consults with other Information Systems Department teams regarding infrastructure requirements and provides recommendations for both the design and implementation of systems integration efforts. Reviews and makes recommendations with respect to IT infrastructure that deviates from established architecture standards.

• Leads project planning and requirements gathering efforts. Recommends and creates action plans for systems development and / or integration. Identifies the need for major support contracts. Reviews vendor proposals. Works with multiple vendors to coordinate the resolution of issues.
• Prioritizes and coordinates upgrades and ensures that change management procedures are implemented and followed. Oversees the development of plans for infrastructure repairs and installations. Coordinates and plans activities with vendors.
• Oversees the conduct of asset management and; designs and implements infrastructure replacement plans. Maintains inventories as appropriate. Monitors Key Performance Indicators and maintains service levels to ensure that requirements are met or exceeded.
• Escalates problems as required. Informs management as appropriate. Troubleshoots and diagnoses complex and escalated problems. Prioritizes and coordinates the conduct of log reviews and maintains Information Technology Service Management tools to document changes and identify recurring problems.
• Identifies the training needs of users. Shares knowledge with users and other Information Systems Department staff. Updates users on the status of incidents and problems. Ensures that follow-up procedures are adhered to. Tracks customer satisfaction. Participates in long-term infrastructure strategy and planning. Participates in rotating on-call support schedules. Provides after-hours support to business operations, as needed. Supports remote locations across the Hawaiian Islands, to include overnight travel, as needed. Required to be on-call for critical incidents as they arise.
• Mentors and assists in the professional development of less experienced staff.
• Employee must participate in continuing education and training as needed or assigned. This is to ensure an accurate and updated knowledge base.
• Performs all other miscellaneous responsibilities and duties as assigned or directed.
• Bachelor's degree or technical institute degree / certificate
• Seven years of relevant information technology work experience; or equivalent combination of education and experience.

Substitutions such as a higher-level degree, specialized training or certification and less work experience will be considered.

• Demonstrated ability to mentor and train staff in multiple technologies
• Strong understanding of Desktop / laptop hardware and peripherals
• Strong understanding of Microsoft Windows client operating system
• Strong understanding of Microsoft Office
• Strong understanding of Apple iOS, Android
• Experience with virtualization technologies and VMware products.
• Experience with endpoint antivirus / firewall solutions, configuration management, vulnerability management, end-point monitoring tools, wireless technologies, Application Lifecycle Management
• Understanding of desktop / mobile security best practices to prevent vulnerabilities and data breaches.
• Intermediate working knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook.