Description:
Position Summary
Systems Engineer – End User Support is responsible for managing the mobile devices, desktops, laptops, and peripheral devices used to support access to and use of Gothenburg Health business and clinical systems.
Responsibilities also include the design, architecture and management of the end user computing platforms, developing, and maintaining technology standards based on industry best practices, managing a technology roadmap, and proposing and developing new solutions based on business strategy.
The Systems Engineer – End User Support will work with the broader IT and business organization to deliver solutions, serve as a subject matter expert in end user technology, manage governance and compliance to the standards, and drive focus on delivering an excellent end user experience. This role will require availability and response after normal working hours (break/fix, upgrades and maintenance). Position does include On-Call responsibilities.
Key Accountabilities
- Assists end user's day-to-day functionality and efficiency
- Provides support for laptops, desktops, printers, peripherals, telephone systems, and mobile devices
- Identifies, manages and resolves issues in a timely manner
- Responds to customer requests effectively and communicates with the customer to address issues
- Comprehensive understanding of PC hardware, software, operating systems, directory services, and registry management required
- Hardware and software installation, configuration, maintenance, automation and troubleshooting
- Extensive diagnostic information gathering, troubleshooting, problem analysis and resolution.
- Collaborates with colleagues specializing in different areas, vendors, and third-party support providers.
- Incident resolution, requests, changes, and problem-solving
- Knowledge of Microsoft's product offerings including high level capabilities and competitor products
- Supports Windows 10 & 11
- Demonstrates experience with supporting and administration of Microsoft 365 as a whole
- Participates in the evaluation of new software tools or upgrades to existing tools.
- Provides preventative action recommendations and assists in finding solutions to recurring environment issues
- Develops standard configuration and documentation
- Configures and manages Group Policy Objects in Active Directory environment
- Configures and manages security/software updates
- Monitors desktop/mobile/peripheral device performance and supports System Engineers in expanding and tuning operating platforms to meet Gothenburg Health's needs
- Performs maintenance, backup, and recovery tasks for desktop/mobile/peripheral devices when necessary
- Maintains and assists with any IT related tasks, tickets, projects overall, even if not specifically job title related
- Answers phone calls, emails, and ticket help requests from end users in a courteous manner, builds rapport
- Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and any hardware or software asset actions taken, for monitoring and final resolution
- Will be the first escalation teammate for Tier 1 Help Desk Analysts
- Is a collaborative team player and have an ability to learn from and mentor others as well as self-educate to keep up with technology growth and change
Minimum Qualifications
- Bachelors or Associates degree in IT, Management Information Systems, or related technology or equivalent combination of education and experience
- Proven experience creating and executing technology strategy and technical solutions
- Track record of strong communication skills
- Knowledge of laptops, desktops, phones, smartphones, for troubleshooting issues and configuring proper settings according to enterprise management standards
- Knowledge of managing Microsoft Windows/Users in an Active Directory environment
- Knowledge
- of Data Protection as it pertains to HIPPA and PHI and policy writing skills
- Knowledge of Microsoft 365 administration and use
- Experience with Microsoft Intune/Autopilot is a plus
- Knowledge of Server 2016 and higher
- Knowledge of Print Management, DNS, DHCP and Domain Controller Server roles and functionalities
- Understanding of Enterprise IT and Healthcare IT roles preferred
- Knowledge of Cerner EHR is a plus
- Knowledge of VMware 7.X or Horizon 8.x is a plus
About Gothenburg Health
Gothenburg Health is a critical access hospital and clinics located in Gothenburg, Nebraska. This is an opportunity to join an innovative and positive work culture with a growing healthcare provider with unparalleled passion. We offer a competitive salary and benefit package that includes vacation and sick leave, extended illness, health insurance, paid life insurance, paid long term disability, and a defined contribution retirement plan with an employer match.
Apply now online to begin your journey with Gothenburg Health
Requirements:
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