Desktop Engineer, Fulltime Days – ThedaCare Appleton

Position Summary:
A desktop engineer maintains and troubleshoots the existing computers, laptops, within their organization’s network. They install, configure, and troubleshoot computer systems that require a greater understanding of the underlying operating systems, as well as all other applications, to keep them at optimum performance as well as insuring they are meeting the needs and standards that are expected by the end users. This is a very hands-on position that frequently requires the individual to respond to urgent requests and help individuals face to face; some travel may also be required.
This role requires, at minimum, a high school diploma, an associate’s degree in computer science or software engineering is preferred. Many times, education can be substituted with experience, additional certifications, and specialized training with different brands and desktop platforms. A strong background in information technology security and proficiency in all of the Windows platforms is required. Someone seeking this role must have very strong written and verbal communication skills, as well as technical problem-solving skills.

Job Duties and Responsibilities
Responsible for updating endpoints to proper security baselines including monthly OS patching, application patching, and zero day vulnerability patching and mitigation.
Assist microcomputer analysts, desktop engineers, system engineers, and information security engineers with troubleshooting issues that may arise from the updating and patching process
Keep current with recognized sources of information security vulnerability reporting sources to determine if the organization has any potential exposure or concerns around new and developing security threats.
Manage the escalation and follow up of faults/issues with relevant internal and external suppliers for desktop related problems
Successfully plan and implement special and major technical projects
Active monitoring of assigned global systems
Monitor backups and maintenance logs
Pro-actively identify issues and propose solutions
Systematic investigation, analysis and reporting of results
New system Implementations
System upgrades
Troubleshoot hardware and software deficiencies at the Department and Cross Campus level to solve unique needs
Image Development Activities: Create, test and develop current Workstation images and new hardware.
Test, evaluate, and package software and applications for workstation distribution.
Design, develop and deploy new software for Business units
Answer calls or tickets that require enterprise wide changes
Act as Subject Matter Experts for Escalation path for all business units
Customer Service Activities: Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
Research, diagnose and resolve production problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, and content
Develop, test and implement new technologies into the environment.
Evaluation of existing and implementation of new group policies applicable to workstation infrastructure
Administrates and monitors activities related to software licensing and usage
Maintain and update assigned system servers
Build the endpoint strategy that includes emerging technology, new technical solutions, software, and hardware roadmaps
Design reports within management systems (SCCM, etc) for strategic decision making
Evaluate operational/support tools
Deliver regular status updates to project teams and leadership
Create and maintain thorough documentation for all endpoint solutions, configurations and processes

Benefits Eligible: yes
Holiday Rotation:
Number of Biweekly hours: 80 hours per 2 week pay period
Call Rotation: 1 week every 2 months.
Shift Time: Days
Shift Length:
Expected Schedule:
Travel Requirements: minimal
Weekend Schedule:
Home Location: 222 E. College Avenue; Appleton, WI

Experience
Required: 5-10 years of Windows desktop experience; 5 years of Microsoft System Center Configuration Manager (SCCM) experience.
Preferred: 5 years of vulnerability and patch management processes. Technical certification a plus.

Additional Skills
Strong technical knowledge of current workstation hardware, configuration management and standards.
Knowledge and understanding of best practices and industry standards.
Knowledge of Change Management.
Excellent customer communication skills and crisis management experience.
Experience in deploying and managing system support toolsets.
Knowledge of Enterprise monitoring tools
Knowledge of Vulnerability and patch management process
Technical certifications a plus
Demonstrated ability to rapidly adapt to changing situations and dynamically reprioritize workload accordingly
Analytical thinking
Attention to detail
Proven problem solving skills
Excellent customer facing skills
Technical research ability
Ability to work effectively as a member of the team
Ability to work a changing schedule as business need requires
Technical product and configuration knowledge
Basic network troubleshooting experience
Scripting experience in Windows, PowerShell, etc.