Engineer - Desktop

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 end-point 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 end-point infrastructure.
• Develops backup and recovery procedures for end-point 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.

Consults with other Information Systems Department teams regarding infrastructure requirements and provides recommendations for both the design and implementation of systems integration efforts.

• Supports project planning and requirements gathering efforts. Recommends and creates action plans for systems development and / or integration.
• Plans and implements upgrades and ensure that change management procedures are implemented and followed. Plans and schedules infrastructure repairs and installations. Coordinates and plans activities with vendors.
• Ensures that asset and 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 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. 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.