Senior Engineer - Desktop

Ensures the reliability of HMSA's desktop and end-user infrastructure, to include the planning and implementation of enhancements.

• 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.
• 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.
• Prioritizes, plans, and implements upgrades and ensure that change management procedures are implemented and followed. Prioritizes, plans, and implements infrastructure repairs and installations. Coordinates and plans activities with vendors.
• Ensures that asset and oversees the conduct of disposal procedures are adhered to. 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. Works with multiple vendors to coordinate the resolution of issues. Reviews logs 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.
• Mentors and assists in the professional development of less experienced staff. Required to be on-call for critical incidents as they arise.
• 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 or equivalent work experience.
• Five years of relevant information technology work experience.

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

• Demonstrated highlevel knowledge or expertise in multiple technologies such as :

Desktop / laptop hardware and peripherals, Microsoft Windows client operating system, Apple iOS, Android, endpoint antivirus / firewall solutions, configuration management, vulnerability management, end-point monitoring tools, wireless technologies, Microsoft Office, Application Lifecycle Management, VMware VDI.

• Intermediate knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook.