IT Engineer Desktop

The Desktop Engineer is directly involved with the operational delivery of technical services for all HCD business sites and facilities as assigned. Desktop Engineers have primary responsibility for delivering the services required to install, configure, monitor, support, and manage HCD systems. The Desktop Engineer possesses an understanding of the systems and technologies in place at HCD, along with knowledge of PC-level applications deployed throughout. Responsibilities also include supporting the electronic medical record (EMR) and revenue cycle computer systems in collaboration with HCD enterprise Information Services staff. While primarily responsible for hardware and operating system components, this person possesses an understanding of the business environment and the business applications running on the systems being managed. This knowledge is leveraged to achieve operational efficiencies, including recommending improvement opportunities. This role participates in a twenty-four (24) hour on-call rotation to support the Information Services Help Desk as required.

Essential Functions

• Performs installation, configuration, maintenance, and upgrade activities for PC systems.
• Troubleshoots and repairs PC system failures or problems.
• Actively participates in daily, weekly, and monthly Information Services management meetings as directed.
• Ensures all installed software remains in compliance with purchased licenses and that no software is installed unless linked to a valid purchase.
• Keeps abreast of best practices in the IT design, implementation, and support of Health Care requirements. Brings value to the center through suggestions and implementation of these best practices.
• Participates in 24/7 on-call technical support for staff, both remotely and locally, on an as-needed basis.
• Participates in and supports HCD IT quality improvement processes regarding requests for services and daily support/Help Desk processing.
• Monitors Desktop Support queues to ensure requests are handled within established SLAs and provides timely customer service as required.
• Ensures the efficient operation and management of PC systems deployed throughout the District.
• Establishes, implements, and ensures compliance with IT and District policies and procedures.
• Assists with documenting and investigating incidents and accidents to determine contributing factors and details regarding the incident.
• Ensures notifications are complete and appropriate documentation and interventions are in place.
• Communicates clearly and efficiently with site or unit management, staff, and the IT Services Manager in a proactive and customer service-oriented manner.
• Assists and participates in activities related to inspections or investigations of the District by regulatory or accrediting agencies.
• Enforces IT Security Policies in cooperation with and under the direction of IT Security leadership.
• Performs all installations and maintenance of appropriate IT system upgrades and changes required for efficient operations.
• Provides support, research, and recommendations for budget items for sites as requested.
• Supports and demonstrates practices consistent with the District’s mission, philosophy, standards, policies, and procedures.
• Performs special projects as directed by management.
• Maintains desktop inventory, project requirements, trouble ticket management, and prioritization of work requests as directed.
• Provides status reports to management as requested.
• Provides vendor support regarding interfacing issues, HL7, or VPN connections as requested.
• Acts as the Information Services liaison for assigned projects, sites, or business units and serves as an IT resource for projects as required.
• Accurately predicts the resources required for project evaluations and requests assistance as needed to ensure success.
• Performs emergency duties as required, including working in special needs or Red Cross shelters or responding to man-made or natural threats or disasters.

• Associate’s Degree required in Computer Science, Engineering, and Applied Sciences or in a related field preferred; however, relevant technical certifications after high school will be considered., * Three (3) to five (5) years of experience in Information Technology with experience with computer support on laptop, desktop, mobile devices in a corporate environment required.
• Knowledge of PC imaging and deployment methodologies.
• Understand the concept of business process optimization (process improvement).
• Dell warranty repair or related depot repair certifications a plus.? Experience in a health care related setting preferred.

Certification:

• A+ certification required within one year of revision date.
• MCP or MCSA certification(s) a plus.