Desktop Support Engineer I (Full-time; Days)

Overview

The Desktop Engineer role provides support through multiple channels with a primary focus on enterprise level engineering solutions for workstation and device deployment, group policies, security, application deployment, network and performance troubleshooting, and problem resolution.

Desktop Engineers lead enterprise level projects from a desktop engineer perspective. Must be proficient in communication with other desktop staff, managers, the department, and other associates.  Staff in this role use operational knowledge to seek out, research and evaluate a variety of solutions to provide end users with high quality, efficient products; maintains and supports specified installed applications software products; and demonstrate leadership skills in all job responsibilities.  Desktop Engineers are responsible for maintaining end-to-end knowledge of, assessing the impact of organizational change on, and identifying the opportunities and threats surrounding the environment they support.  Responsibilities include creating and maintaining wiki knowledge documentation articles in accordance with departmental standards.

Position Summary

• Respond to incoming technical support requests via various channels (phone, email, ticketing system) and provide prompt and effective resolutions.
• Diagnose and troubleshoot hardware and software problems related to desktops, laptops, peripherals, and mobile devices.
• Install, configure, and maintain operating systems and applications on end-user devices.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Ensure proper documentation of support tickets, troubleshooting steps, and resolutions.
• Assist in user onboarding and offboarding processes, including hardware setup, software installation, and account provisioning.
• Provide remote support for remote and off-site employees as needed.
• Educate users on basic IT procedures, such as password resets and software usage.
• Participate in IT projects and initiatives as assigned by senior team members.
• Stay updated on emerging technologies and industry best practices to enhance technical knowledge.
• Research solutions to problems and stay informed of technological changes.

Infection Control: Initial and Ongoing training in dealing with infection control. Trainings could include but are not limited to, blood borne pathogens, bodily fluids and bio hazardous materials as it applies to your daily work environment.

Patient Interaction: No Contact

HIPAA: This position will have access to the following Protected Health Information in order to carry out the duties related to their position at HaysMed based on the following criteria: Primary - required (routine) to do the job Secondary - required for the job, but mostly be exceptionNone - no approved accessDescription of Information LevelSecondary: Patient Demographic Information (information used to identify a person): Name, Date of Birth, Address, Race, Marital Status, Religion Financial Information/Insurance (information related to insurance, billing and payment): Billing Information, Payer Name, Payer ID, Account Balances, Plan Elements Covered, Payment Information, Payment Rates Clinical Information (information that describes a patient's health status): Diagnosis, Reports/Medical Notes, Test Results, Problem List, Procedures, History and Physical Coding Information (clinical information that is in (alpha) numeric format): ICD-9 Codes, Rev Codes, CPT Codes.

Qualifications

Required:

• High School Diploma
• Associate Degree in Information Systems or related field OR 2:1 equivalent experience
• Minimum of 3-5 years’ experience in field is required.
• Able to communicate with patients, visitors and other employees and physicians in an efficient and professional manner. 
• Able to effectively communications at meetings.
• Able to use phones, Microsoft Teams, and make small group presentations.
• Ability to effectively use the computer.
• Ability to identify and respond to safety issues.
• Ability to read and write technical documentation, including flow charts when appropriate.
• Valid driver’s license with clean driving record and current insurance is required if position requires traveling. 
• Proficient with Microsoft Office software.
• Proficient with modern Microsoft operating systems.
• Prior experience in a Service Desk or Desktop Support role
• In-depth experience with Microsoft Operating Systems, Active Directory, Group Policy, and device deployment
• Experience with Microsoft System Center Configuration Manager or Microsoft Deployment Toolkit, Intune/Configuration Manager
• In-depth experience with Active Directory, Group Policy, WSUS, PowerShell, Print Servers, and enterprise application deployment.
• Experience in the maintenance, troubleshooting and upgrading of computer equipment.
• Experience with basic network concepts and troubleshooting performance issues.
• Strong problem-solving skills and ability to think logically and analytically.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Customer-focused mindset and strong commitment to delivering exceptional user support.
• Ability to work independently and collaborate effectively within a team.
• Adaptability and willingness to learn new technologies and tools.

Preferred:

• Bachelor’s Degree in Information Systems or related field
• Existing certification or obtained within six months of employment: Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100 and MD-101 Exams) or Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• CompTIA A , Network , Security Certified
• Prior experience working in a customer service role.