Summary of Desktop Engineer

The Desktop Engineer’s primary responsibility is to manage and maintain the end users’ desktop platform, associated peripherals, and 3rd party applications. The Desktop Engineer creates operating system images, performs operating system upgrades and software patches, deploys applications, and assists in maintaining the SCCM infrastructure. The Desktop Engineer will have a broad knowledge of Windows and Mac desktop operating systems to include design considerations for desktop and laptop deployments and upgrades. The Desktop Engineer will also help resolve tier-3 support incidents and documents, maintains, and improves standardized processes around desktop management. This person must exhibit task and time management skills, oral and written communication skills, technical expertise, and dedication to resolve problems effectively.

Essential Duties and Responsibilities

These duties and responsibilities described below represent the general tasks performed on a daily basis. Any other duties as needed to drive to the vision fulfill the mission and abide by the values of the organization.

• Maintain end users’ desktop experience.
• This is a client-facing role and the Desktop Engineer will have regular interactions with various organization staff and contractors.
• Uses Software Distribution and Patch Management Tools to deploy applications and security patches.
• Conducts software packaging QA and user acceptance tests.
• Conduct vulnerability scans and remediate findings.
• Provides technical expertise to evaluate, install and maintain both hardware and software solutions.
• Follows system-wide server, workstation, networking and integration standards, policies and procedures.
• Participates in activities to evaluate new technologies, applications and end-point solutions.
• Performs tasks associated with evaluation, design, installation, configuration, upgrades, testing, documentation, and expansion for PC and operating system technologies.
• Cross-trains Tier 1 and Tier 2 technical support specialists.
• Maintains professional knowledge of current trends and developments in the information technology field.
• Serves as point of escalation for Service Desk and desktop support teams. Provides Level II and III support for hardware and OS related incidents by determining appropriate solutions to problems including software, hardware, network, and system integration requirements.
• Assists in the design of automated installation processes using AppV, Citrix XenApp, or similar deployment tools.
• Ensures all newly requested applications are packaged and tested with existing desktop image prior to deployment.
• Performs requirements gathering, initial engineering design, platform/environment integration and evolution planning to support highly reliable, available, scalable, and cost-effective computing.
• Creates, modifies and documents complex desktop image design defaults, scripted processes and image maintenance procedures. Works in conjunction with internal or external department groups in setting hardware and software standards.
• Troubleshoots and assists with Mac devices to include setup and ongoing support.
• Interfaces with product vendors for escalated support and advance product knowledge.
• Provides 24x7 support for all desktop/laptop and end-user devices for critical issues.
• Research and recommend innovative solutions and where possible automate approaches for system administration tasks.
• Performs appropriate change control procedures.
• Produces weekly status reports to IT Management.
• Create and deploy enterprise level scripting utilizing Windows Powershell, VBscript, Batch/Command, and WISE
• Ensures the confidentiality, integrity, and availability of sensitive information.
• Participate in special projects and performs additional duties as required.
• Assist with desktop and desktop peripheral procurement; generate quotes, enter requisitions, coordinate delivery and deployment of procured assets.
• Document, maintain and improve standard processes in desktop management.
• Attend meetings to serve as the desktop expert as needed for upgrades and new implementations.
• Attends industry conferences, training, or webinars for continuing education and to stay abreast of the latest threats and technologies.
• Attends required hospital-wide orientations, meetings, and in-services.
• Demonstrates a commitment to flexible work scheduling when necessary.
• On-call support 24x7x365 as necessary

Qualifications

Minimum Required Education: High School Diploma

Preferred Education: Bachelor’s Degree

Experience: 3 years of experience maintaining and supporting a Microsoft environment.

• Demonstrated knowledge with TCP/IP, DNS, 802.1X, and DHCP protocols
• Focus on Virtualization Technology; hands on experience Citrix (XenApp, XenDesktop) and VMware (Horizon) is a plus.
• Minimum 2 years’ desktop infrastructure engineering experience with desktops/laptops and Microsoft Windows Operating Systems and general business productivity software (i.e. MS Office, Visio, Adobe) within a corporate environment is required.
• Strong background in building, testing, updating, and deploying Windows operating systems in a large professional, business environment required.
• Knowledge of software distribution, patch management, inventory and asset tracking required.
• Experience with Citrix is preferred.
• Experience with Active Directory, Azure, Exchange.
• Office 365, SharePoint Online, Exchange Online management experience preferred.
• Familiarity using 3^rd party remote access tools to troubleshoot remote user incidents.
• Familiarity with VPN and other remote tools.

Certificates, Licenses, Registrations

• Industry recognized certifications such as Security , A , Network , MCSE or ITIL are preferred or equivalent experiences.