Senior Desktop/Endpoint Support Technician

JOB SUMMARY:

The Desktop/Endpoint Support Technician will perform all aspects of support related to the daily computing needs of Valley Presbyterian Hospital's IT customers. The role is responsible for supporting the processes and technologies required to implement, support, organize, modify, and otherwise maintain the hospital's computer systems as they relate to end user devices (workstations and other endpoints). At the direction of senior desktop engineers and system administrators, the technician will execute the work defined by enterprise standards through a variety of tools to manage endpoints. He or she is responsible for standard delivery and maintenance of applications, configurations, and security policies (patches, anti-virus, encryption) at the endpoint. The position is expected to manage endpoints in a hybrid environment consisting of thin clients with virtualized desktops, physical PC workstations with local and domain managed profiles, and end user BYOD mobility. This role is "hands on" and will require placement and movement of devices, on the spot troubleshooting skills, and unwavering support for a standards based approach.

The ideal candidate is a self-motivated and creative problem solver who will approach solutions based on enterprise standards and reference architecture. The role is responsible for the platform and methodologies of PC Desktop Support including some hands on problem solving but will also have significant experience and certifications in managing a Microsoft Windows business environment. Flexibility in working on a variety of projects and technical support needs is a must. The position is customer service oriented. This technician thrives on working in a fast paced, growing environment with minimum supervision while working well with others and participating as a team player.

EXPERIENCE/QUALIFICATIONS:

• 4+ years experience with PC support in a Windows environment

• Windows OS and software troubleshooting skills

• Basic PC performance and networking troubleshooting skills.

• Thorough understanding of hardware and peripherals with experience supporting the following operating systems in a networked environment: Windows 7 and above.

• Experience and skill deploying devices while using enterprise desktop management tools such as Microsoft SCCM, Altiris or Dell KACE

• Experience and skill in testing, troubleshooting, and remediating issues with endpoint security tools such as McAfee anti-virus, encryption and mobile device management

• Configuration and system administration experience in MS Office 2013 and Windows Multi-boot platforms.

• Ability to adjust work schedule for shifts other than standard 8am-5pm

• Strong analytical and problem solving skills

• Basic Active Directory knowledge

• Excellent verbal and written communication skills

• Self-starter and ability to manage own time effectively

• Strong organization skills

• Ability to lift and move items up to 50 lbs

• Ability to work under a process-centric ITIL Framework

• Ability to work after hours as necessary for general maintenance and on-call support

• Maintain certifications and technical knowledge base through continuing education and study

• Understanding of Office 365 and MS Exchange

EDUCATION:

• Bachelor's Degree in Business Administration, Computer Science, Finance, Accounting, Healthcare Administration or equivalent (4 years +) work experience

REQUIRED LICENSURES/CERTIFICATION:

One or more of the following:

• MCTS or MCSA for Windows or equivalent

• Current CompTIA A+ or higher or equivalent

PREFERRED LICENSURES/CERTIFICATION:

• Current MCSE Enterprise Devices and Apps or Data Platform or Server Infrastructure

• Current MS Specialist for Configuring Windows Devices or Planning for and Managing Devices in the Enterprise

• Current Desktop Virtualization certifications including one or more of the following:

• Microsoft RDSH/VDI (MCTS or MCSE)

• VMware Horizon View (VCP or VCP-DT, VCAP-DTA, BCAP-DTD, VCDX-DT, or VCA-WM)

• Citrix XenDesktop/XenApp (CCA, CCAA, CCEE or CCIA)

DUTIES AND RESPONSIBILITIES (These are the essential job functions for this position. The essential functions of this job include, but may not be limited to those listed in this job description. Employees hired for this position must be able to perform the essential function of this job without imposing significant risk of substantial harm to the health or safety of themselves or others):

• Replace broken or non-responsive devices quickly

• Implement standard architecture for endpoints utilizing virtualized desktop systems

• Implement standard desktop , laptop, tablet, or other endpoint systems and devices

• Accurately record requests, incidents and resolutions into the help ticketing system.

• Install, configure and troubleshoot hardware, including desktops, laptops, and peripheral equipment.

• Install, configure and troubleshoot software packages, including operating systems, desktop software and custom applications.

• Provide consultative advice to clients to include the architecting of IT solutions, recommendations around software, hardware and best practices and communicate user needs to IT analysts and project managers.

• Provide level 1 and 2 support for networking and application issues; escalate complex problems to the appropriate groups or staff.

• Label devices appropriately, and record, track and maintain device/equipment inventory.

• Monitor and report all non-compliant devices (per update, patch, and security requirements) for immediate resolution

• Manage image and patch deployment using centralized enterprise desktop management systems

• Administer desktop computers, printers, updates and patches

• Administer and support critical business applications such as Office and vendor hosted software, etc.

• Administer remote PC's, travel to clinic locations when necessary

• Maintain systems security through encryption, anti-virus, and patching tools

• Assist in writing, maintaining and enforcing IT policies and procedures

• Monitor systems to ensure security, availability and performance to users

• Work with network and server teams to help deploy and maintain critical infrastructure

• Assist users with VPN access from remote locations

• Interface with managers, directors, and executives as needed.

• Be able to exercise good judgment in resolving problems and making decisions.

• Be available 24x7 for emergencies involving technical problems that affect the ability to provide patient care and business continuity.

• Be available for rotation assignments for on-call support duties.

• May have incidental access to confidential information. As such, employee is expected to adhere and abide to the hospitals confidentiality agreements, policies and procedures

• Adhere to organizational change management processes

• Perform special duties, tasks, or projects as required

The following job accountabilities are not unique to this particular job but are common to all jobs at VPH:

• Complies with VPH policies and procedures on customer satisfaction and service excellence. Demonstrates professionalism and cultural sensitivity in coordinating activities and communicating with all customers, peers, and the community at large. Conducts self in a professional, respectful and courteous manner during all interactions. Works effectively and collaboratively with others toward common goals.

• Communicates accurately, honestly, supportively and in a timely manner with department and interdepartmental team members. Demonstrates effective business writing and oral communication skills, handwriting is clear and legible.

• Participates in operational aspects of the department, and maintains/participates in performance improvement activities within the department.

• Participates in all departmental specific training, Environment of Care (injury/illness prevention, fire/life safety, hazardous materials, emergency preparedness, utilities management, medical equipment management, safety and security management), infection control (standard precautions, TB Exposure Control Plan, Bloodborne Pathogen Exposure Control Plan).

• Demonstrates knowledge of and follows safety practices. Understands the importance of safety, including patient safety in the work place. Maintains a safe environment for self and others.

• Actively participates in the Patient Safety Program, including event reporting. Identifies sentinel events/near misses and responds per defined organization processes. Participates in education activities and process implementation. Demonstrates advocacy for the patient/customer and appropriately acknowledges patients, customers and visitors.

• The above statements reflect the essential functions considered necessary to describe the principle content of the job. They are not intended to be a complete statement of all work requirements or duties that may be inherent in the job.

WORK ENVIRONMENT:

• Primarily an inside building/office environment, well lighted and ventilated, which may consist of multiple treatment and/or work sites.

• Fast and continuous work pace with variable workload.

• Frequent contact with staff and public under a variety of circumstances. Requires ability to communicate clearly (in English) verbally and in writing for effective communication with other staff members, physicians, vendors, community members, patients and patient families, employees and applicants of all socio-economic levels from a diverse cultural and ethnic population.

• Subject to many interruptions from multiple calls and inquiries and potentially emotional situations involving accidents, injuries, illness and/or death.

• Handles emergency/crisis situations in accordance with Hospital policy.

• Answers phones or pages; may carry a beeper/pager, and/or use a two-way radio.

• Occasional travel may be required.

• Potential risk of exposure to hazards from chemicals (toxic and non-toxic), flammable materials, gas or electrical or radiant energy or equipment with/without moving parts.

PHYSICAL DEMANDS:

Continuous 66 to 100% of time

Frequent 33 to 65% of time

Occasional 0 to 32% of time

• Clerical/Administrative Non-Patient Care

• Frequent/continuous sitting with occasional, intermittent standing/walking.

• Continuous use of bilateral upper extremities in fine motor activities requiring fingering, grasping, and forward reaching between waist and chest level.

• Occasional/intermittent reaching at or above shoulder level.

• Occasional/intermittent bending, squatting, kneeling, pushing/pulling, twisting and climbing.

• Occasional/intermittent lifting and carrying objects/equipment weighing up to 25 pounds.

• Continuous use of near vision, hearing and verbal communication skills in handling telephone calls, interacting with customers and co-workers and performing job duties.

Salary Range: $33.96 - $42.62 per hour