Desktop Engineer II

Cherry Health • Grand Rapids, MI

3d

About The Position

OVERVIEW OF POSITION: Responsible for providing onsite and remote technical support of software, hardware, and network problem resolution to all Cherry Health business clients. Assist Helpdesk Representatives with questions/issues regarding core applications. Must adhere to the organizational Policies, Procedures, Code of Ethics, and all licensing and accreditation standards of the position. Must represent the organization’s Mission in all actions and communications.

Requirements

• Demonstrate excellent oral and written communication and customer service skills.
• Prioritize and execute tasks effectively in a high-pressure environment.
• Ability to work effectively in a team environment.
• Self-motivated and directed.
• Effectively learn new software and hardware.
• Strong interpersonal skills to interact with business clients at all levels within the organization.
• Experience troubleshooting local area network (LAN) and Windows, Mac OS (small percentage), Ubuntu, and/or IGEL connectivity issues.
• Manage time independently.
• Ability to analyze and solve problems.
• Adapt to different environments and situations.
• Associate's degree in Information Systems (or related field) or certifications in A+ and Network+, Security+ and/or MCITP Desktop required.
• Five to ten years of experience in customer service, desktop hardware and software, Microsoft systems, network systems, phone systems, and Citrix systems or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job listed above.

Responsibilities

• Fulfill incident and service requests as assigned and follow standard help desk procedures.
• Oversee Asset Management data collection, both in the warehouse (ready for deployment) as well as in the field.
• Collaborate with Desktop Team to lead and maintain IT Warehouse for proper IT equipment supply levels related to day-to-day operations and upcoming project needs.
• Catalog all Cherry Health IT equipment, both endpoint and IDF/rack equipment, at all organizational sites.
• Perform planned maintenance, moves, adds, and changes.
• Act as the lead go-to person for Service Desk Representatives and Desktop Engineer Level 1 staff with questions regarding network and desktop system issues.
• Orchestrate the management of ticketing queues to make sure SLA’s are maintained.
• Document interactions with business clients, including requests, status, and resolution of incidents.
• Maintain standard software and desktop OS configurations, including troubleshooting, loading, and configuring software images. This includes supported applications and drivers.
• Research business client questions using available resources to find solutions.
• Create and maintain all applicable documentation.
• Coordinate and lead assigned projects.
• Oversee procurement of IT hardware and software with the direction/guidance of the IT Director and Procurement Director.
• All other duties as assigned.

Benefits

• Loan repayment through the NHSC and Michigan State Loan Repayment Program for select roles
• Medical, Dental and Vision Insurance for you and your family
• Generous Paid Time Off benefit – 4 weeks per year for full time
• Paid holidays - 8 full day paid holidays (Including Black Friday!) and 2 half day paid holidays!
• 403(b) Retirement Savings Plan with generous employer match - $ for $ match up to 5%
• MET and MESP 529 Savings Plans
• Pet Insurance!
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees