10545 – Desktop Solutions Specialist Purpose: The individual will support HCA's customers, stakeholders, partners, staff and overall business strategy through the servicing and management of its technological resources. The incumbent will develop and lead in image creation, deployment, and scripting, with good knowledge in GPO. They will develop, recommend, and implement system upgrades and improvements for use by operations teams. The incumbent will also work with other team members to design and build environments to proper standards with associated documentation and processes, while also serving as a level of escalation by assisting Operations team(s) who support the environments.
Essential Functions: Technology Planning: support the planning of technical roadmaps for the end user services by researching EOL schedules, identifying compatibility of existing solutions/applications against the evolving future technologies, and aligning with security enhancement requirements.
Responsible for Engineering of MS MECM/SCCM for package deployment, patch management of physical and virtual workstations and generating device reports for statistical research.
Familiarity with Windows Server management, Microsoft Exchange, and the Microsoft O365 platform.
Develop and manage GPO for user/device restrictions and enterprise device management.
Manage and maintain Citrix and AWS VDI workstation environments, and create app and patch deployment strategies, when & where necessary.
Support our security group with vulnerability management and addressing security flagged vulnerabilities and risks.
Support OS image creation and ensure compatibility with all hardware models through testing and verification plans.
Research and create OS and browser roadmap addressing the dependency with applications. Participate in user device standard selection Service Coordination.
Collaborate with the business clients to understand their business needs, assist with determining and validate the completion of an agreed solution.
Identify areas of improvements related to Desktop Support operations and provide recommendations to management.
Support the current service model based on the ITIL framework (Service strategy, Service design, Service transition, Service operation, and Continual Service Improvement), focusing on continual service improvement in the technical area, communicating regularly with multiple customer units and analyzing the ITSM ticket trends and SLA reports.
Monitor the service ticket SLAs with vendors for timely resolution of all business units' service tickets. Manage available stock levels for the timely deployment and replacement (H/W and S/W).
Vendor Coordination: Collaborate with vendors, service providers as needed and provide technical guidance, while enforcing the company technical standards to ensure best practices are exercised. Meet with vendors regularly to address any technical issues that impact customer service level.
Support end user documentation by creating and updating standard operating procedures for break fixes, system updates, and system upgrades, as necessary.
Provide the last level of technical support for workstation engineering tickets and collaborate with operational and infrastructure teams.
Basic Requirements: Bachelor's Degree in IT related area or equivalent experience required.
5+ years' experience working in a corporate environment supporting 1000+ users.
Must have some technical knowledge of end user device management through MS SCCM/MECM.
Ability to write and troubleshoot PowerShell scripts for automation and configuration tasks.
Experience in maintaining and managing 3rd party applications.
Ability to deploy, update, and troubleshoot 3rd party applications using SCCM/MECM and PowerShell scripts.
Knowledge of licensing and compliance requirements for 3rd party applications.
Excellent communication and customer service skills.
Preferred Certifications: CompTIA A+
Microsoft Certified Professional
ITIL Foundation Certification
Microsoft Modern Desktop Administrator Associate
Salary range: $69,390 to $99,220
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