Job description

Make a difference. Be happy. Grow your career.

The Role

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.

The Desktop Engineer II 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 problems related to desktop management. The Desktop Engineer II will be expected to analyze complicated systems, document application 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 build and support of the desktop management tools.

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 2 technical support, guidance, and implementation support
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 assist with the training and mentoring of teammates, peers, and colleagues
Knowledge and application of appropriate security measures to reduce risk in the environment
Perform other duties and responsibilities as assigned

Skills and Experience

Strong knowledge in the usage of Microsoft Endpoint Configuration Manager (MECM) - formerly known as System Center Configuration Manager (SCCM)
Strong knowledge of Microsoft Windows desktop operating systems
Working knowledge of Microsoft Windows Active Directory and Group Policy Management
Expert knowledge of automated application deployment and management
Strong knowledge of patch management and best practices
Experience with scripting using PowerShell and/or Visual Basic
Working knowledge of enterprise single-sign-on and multi-factor authentication solutions
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

Minimum Years of Experience

College diploma or university degree in computer science, information systems or other industry related curriculum, and 3+ years IT work experience -OR- 5+ 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

Other Knowledge, Skills and Abilities Required