End User Computing System Manager

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

JOB DESCRIPTION

Main Function

The End-User Computing Engineer Manager is a senior role entrusted to lead the selection and efficient and effective management of the company s global end user computing platforms. This includes developing and maintaining a single consistent OS image globally and troubleshooting and resolving any issues on any deployed end-user computing platforms. Much like a business analyst, this role has responsibility for working with business clients to elicit and document requirements used to select new and modify/improve existing end-user computing platforms to include both hardware and software. This role also has responsibility for quantifying and selecting a standard set of end-user computing devices including workstations, monitors, input devices, printers, tablets, and any other types of end-user computing connected devices.

Education/Experience

• A Baccalaureate Degree or degree from an accredited college or university; OR
• An Associate s Degree from an accredited college or university and a minimum of one year work experience; OR
• A satisfactory combination of education, training, and experience.

Essential Duties

• Support and maintain the global end-user computing platforms and related standard peripherals insuring high performance and reliability.
• Assist End-User Computing Technicians with the fulfillment of service requests and with the resolution of incidents where lack of knowledge may present a barrier to such.
• Perform in-depth root cause analysis of recurring end-user computing problems and define actions for timely resolution. Work with key vendors as necessary to assist with root cause analysis and problem resolution.
• Plan, architect, design, document and implement end-user computing platform, operating system, enterprise software, and peripheral upgrades to improve services provided to all business clients.
• Design routine monitoring to be used by After-Hours Support Technicians, and continually tune alerts to assure consistent, reliable operation of the global end-user computing systems.
• Perform complex end-user computing administration tasks, as necessary, to assure the reliable operation of global end-user computing platforms, including systemwide software updates and patches.
• Work closely with a Information Services peers and management emphasizing collaboration and joint effort to ensure that the needs and expectations of our business partners are met and/or exceeded.
• Transfer knowledge via documentation and training to End-User Computing Technicians and the Help Desk.

Experience

• Experience specifying, troubleshooting, and maintaining Microsoft compatible end-user computing platforms and peripherals running Microsoft Windows Operation Systems including Windows 10 and Windows 7.
• Experience creating, troubleshooting, and maintaining a single global Microsoft operating system end-user computing Gold Image, including all necessary device drivers and enterprise software.
• Experience troubleshooting software related issues on the Microsoft PC operating systems including Windows 10 and Windows 7.
• Experience using Microsoft tools to troubleshoot, isolate and resolve issues on end-user computing devices, including identifying and eliminating malware.
• Experience deploying and maintaining hardware, software, software updates and operating system images in a global environment using Microsoft System Center Configuration Manager (SCCM), Manage Engine, or other deployment tool.
• Windows scripting knowledge and experience using recent versions of Microsoft PowerShell and/or VisualStudio.
• Experience with various Intel based computing systems including desktop, laptop, and tablet hardware.
• Basic understanding multiple processor server systems, RAID hardware, SCSI attached, and large storage solutions.
• Basic understanding of LAN/WAN network infrastructure technologies .
• Basic understanding of security technologies including firewalls, antivirus, spyware, SPAM management, and VPN.
• A+ certification a plus.
• ITIL Certification is a plus .

Proficiencies

• Team Player with proven leadership, communication, organizational, and strong interpersonal skills. The role requires significant interaction with many different teams across healthcare system.
• Self-motivated, with keen attention to detail and excellent judgment skills.
• Ability to establish new standards for quality, performance or productivity.
• Must have excellent writing and communication skills, strong communicator with ability to maintain open communication with internal employees, contractors, managers, vendors, and customers as needed.
• Able to integrate and apply feedback in a professional manner.
• Able to prioritize and drive quality.

Competencies

• Problem solving/ troubleshooting
• Linear thinking
• Achieving personal goals
• Creative
• Resourceful
• Initiative
• Confidence
• Self-motivated
• Patience/persistence
• Good listening