Desktop Engineer III

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Job Summary

The Desktop Engineer III is responsible for ensuring the operations of assigned functions in accordance with Nordic Global Healthcare IT leadership and IT governance. This position is responsible for the analysis, diagnosis, and resolution of complex problems related to desktop management. The Desktop Engineer III will be expected to analyze complicated systems, document end-user delivery standards, and assure high levels of stability, reliability, and availability of the Windows endpoints. Duties include, but are not limited to, testing and implementing client software, patch management, and support thereof. This role extends into the design, build, and support of the desktop management tools.

Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.

Key Responsibilities

• Ensures compliance with Standard Operating Procedures (SOP)

• Meet the expected Service Level Agreements (SLA) defined in the customer contract

• Document architectural designs applied to customer workstations/devices

• Configure and install software using automation such as Microsoft MECM on new and existing endpoints

• Conducts complex troubleshooting and root cause analysis of workstations/devices and related systems

• Provide tier 3 technical support, guidance, and implementation support

• Assist with the evaluation and recommendation of technical solutions based on requirements, ranging from group to enterprise-wide deployments

• Trains staff in the use of equipment and software when appropriate

• Analyzes problem trends, determines root cause and makes recommendations to management

• Maintain and revise installation and support documentation

• Coordinate with both technical and non-technical staff and vendors

• Act as a lead project resource, providing guidance, as needed, as well as lead the training and mentoring of teammates, peers, and colleagues

• Knowledge and application of appropriate security measures to reduce risk in the environment

• Participate in the budget process for hardware and software review

• Assist with resourcing engineers to requests and projects, if needed

• Perform other duties and responsibilities as assigned

Skills and Experience

• Expert knowledge in the usage of Microsoft Endpoint Configuration Manager (MECM) - formerly known as System Center Configuration Manager (SCCM)

• Expert knowledge of Microsoft Windows desktop operating systems

• Strong knowledge of Microsoft Windows Active Directory and Group Policy Management

• Expert knowledge of automated application deployment and management

• Expert knowledge of patch management and best practices

• Strong knowledge of scripting using PowerShell and/or Visual Basic

• Working knowledge of enterprise single-sign-on and multi-factor authentication solutions

• Working knowledge of VMware ESX, infrastructure components, network protocols, and certificates

• Able to prioritize and execute tasks in a high-pressure environment

• Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities

• Ability to author technical documents and create procedure manuals

• Strong understanding of the organization’s goals and objectives

• Ability to conduct research into current and future technologies

• Highly self-motivated and directed, with keen attention to detail

Minimum Years of Experience

• BS/BA in computer science, information systems or other industry-related curriculum, and 8+ years IT work experience -OR- 11 years of relevant IT work experience

• Experience working in a team-oriented, collaborative environment

• On-call availability as part of a 24/7 rotation schedule

Additional details

• Expect work shift of M-F 8am-5pm EST

• Must be able/willing to work off shifts, nights, weekends as required

• 100% remote, but occasional travel may be needed