What are the responsibilities and job description for the Desktop Engineer position at Hennepin Healthcare?
SUMMARY: We are currently seeking a Desktop Engineer to join our team. This full time role will work days. Open to remote work. Purpose of this position: Responsible for developing, implementing, and maintaining a standardized desktop delivery model across numerous facilities to include virtual, physical, and mobile devices. RESPONSIBILITIES: - Designs solutions used to support end-users - Responsible for MDM solutions, imaging and deployment (SCCM), VDI (Citrix), as well hardware selection - Researches and evaluates new end-point and virtual desktop technologies, software and operating systems and provides guidance and strategic direction - Provides detailed technical design documentation and solution specifications that are delivered to the engineering build team for implementation - Communicates deadlines and consistently follows through on all projects - Researches and participates in relevant training opportunities and resources - Troubleshoots, diagnoses, and accurately resolves escalated issues at first contact - Assists in driving IT Security practices - Participates as a team member or lead in HICS and Disaster Recovery as it relates to IT - Assists in developing new technical standards and procedures for the desktop computing environment - Participates in technical projects, handling day-to-day task management, prioritization, support, and provides effective communications with team members - Provides regular and/or off-hours (24x7) on-call problem support as scheduled - Supports the desktop image library and assists in the design and support of the delivery of operating system-based images for PC workstations - Provides support and resources for the implementation, go-live, and ongoing support of new systems or applications - Participates with management and peers in the development of an enterprise level IT infrastructure strategy. Develops and documents a plan to address the desktop architecture requirements on a 1-5 year basis - Establishes and maintains system configurations for the SCCM environment - Recommends SCCM architectural design updates and configuration modifications - Develops and utilizes tools for remote management and support of SCCM client computers - Develops and maintains operational support procedures for the SCCM environment - Architects, creates, deploys, and maintains standard workstation images for desktops and laptops; fully automate zero touch build process - Architects and implements patch distribution management (desktop and server) - Ensures workstation operation system has the latest security updates (Microsoft and non-Microsoft products), service packs, and manages BIOS & driver maintenance - Creates, deploys and maintains automated installations and repetitive tasks - Provides technical support and troubleshooting expertise to all levels of staff
Qualifications:
QUALIFICATIONS: Minimum Qualifications: - Bachelor’s Degree in relevant field (or equivalent experience and education) - Advanced knowledge of current industry protocols, standards/ best practices and technologies for end device management including mobility - 5 years combined Analyst or Architect Experience - Demonstrated experience troubleshooting and enabling configuration management with Group Policy Objects (GPO) as they relate to the desktop - Strong experience with scripting technologies such as VBScript or PowerShell - Demonstrated experience in Client Lifecycle management tools (i.e. Microsoft System Center Configuration Manager (SCCM) with application packaging, asset reporting, and patch management - Experience with healthcare applications and environment - Maintains relevant training and certifications - Participates in hospital wide project activities as appropriate -OR- - An approved equivalent combination of education and experience Preferred Qualifications: - MCSE Certification - Virtual Desktop experience - MCP Certification - Large scale project experience Knowledge/ Skills/ Abilities: - Critical thinking and problem solving skills - Project management experience - Interpersonal skills and the ability to communicate with management, peers and customers via reports, email, or verbal updates - Excellent customer service focus, including escalation handling and resolution - Demonstrated ability to manage multiple priorities and deadlines - Adaptable to changing priorities, tasks, and work schedules to meet customer service standards - Effective written and verbal communication skills - Must be a self-starter, able to work under pressure and be flexible in setting priorities - Demonstrated ability to quickly learn new technologies and systems and provide instruction on complex processes - Customer advocate - Demonstrates an in-depth knowledge of Microsoft Operating Systems and applications - Displays a mastery of Microsoft system registry, Active Directory, Group Policy, and hardware/software inventory tools - Fluency in creating and distributing software applications (.MSI’s) and Microsoft WSUS - Proficiency in Visual Basic, HTML, C /C#, A , ASP.NET or other scripting languages - Familiarity with Citrix, SQL, and Java - Requires a complete understanding of all aspects of computer security including patch management, desktop based attack vectors, and anti-virus protection schemes - Hands-on experience with Virtual Desktop Infrastructure (VDI) and desktop cloning technologies - Demonstrates a high level of interpersonal and communication skills, both verbal and written, in order to relate effectively with all internal and external customers, as needed - Experienced with technical documentation and maintaining an up to date database of all applications - Well versed in Active Directory group policies and maintaining application groups - Requires a working knowledge of the English language, both verbal and written - Demonstrate strong inter-personal skills; including interactions with end users and cross functional teams face-to-face and over the phone, strong verbal and written communication skills using common terms and clear descriptive language, encouragement and engagement skills, build and maintain collaborative working relationships, and employ active listening skills with the ability to re-state or paraphrase accurately - Practice and model customer-centric decision making adhering to the company’s core values - Maintain a calm disposition with the ability to react quickly, logically, and effectively under pressure
