• Tier 3: Support Responding to incoming calls, pages or trouble tickets and working within defined Service Level Agreements (SLAs), provide in person and/or remote analysis, diagnosis and resolution/escalation for issues with the end user compute environment, including hardware, related operating systems and software. Thoroughly document investigation finding and resolution within the service desk ticketing system and create/update knowledgebase articles when appropriate.
• Projects/Requests: Participate in and contribute to various project teams and IT request efforts.
• Inventory Management: Plan, establish, and maintain standards and guidelines, independently assess and analyze customer needs, identify the need for, order, acquire and facilitate the distribution of end user compute equipment, updating required inventory and budget tracking systems as necessary. Create and test installations of operating system images and various applications.

REQUIRED EDUCATION

Education: High School Diploma or GED

• Bachelor’s Degree from an accredited university or college in Computer/ Information Science/ Business OR If candidate possesses a minimum of 5 years of technical experience in the field with a commitment to obtain a Bachelor’s Degree within four (4) years of hire and/ or transfer date (must have high school diploma or equivalent or Associate's Degree). Equivalent combination of experience and education may be considered.

OTHER DUTIES AND RESPONSIBILITIES

Develop, maintain and support processes for organization wide end user device management, including monitoring, software upgrades and disaster recovery. Ensure security and privacy compliance according to established policies and guidelines.

Promotes the development, analysis, and implementation of the performance improvement process.

Participates in system/project/hospital/department teams and/or committees as needed.

Attends and participates in meetings as required.

Provide primary support (troubleshooting, vendor escalation, installation, upgrade, etc.) for various ancillary applications as assigned.

Conduct capacity planning to determine hardware and software deficiencies and needs.

Work closely with server and network administrators to maintain user policies and logon scripts to ensure proper rights for users on the network.

Serve as expert point of contact for system-wide end user device image management if/when assigned.

Participate in an on call rotation to cover nights, weekends and holidays.

MyMichigan Health is a technology driven organization and employees need to demonstrate competency in various Microsoft products. An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

• Good interpersonal and customer service skills. Applicable certifications or extensive knowledge of enterprise desktop software such as Windows 7/10, Mac OS X, antivirus, remote management and troubleshooting, audio-visual, asset management and inventory, and printing.Experience with VDI, VMware, SCCM, and Airwatch preferred
• Hands on expertise in system image creation, troubleshooting, and maintenance.
• Strong understanding of Windows Server, Active Directory, group policy and login scripting.
• Advanced scripting knowledge.
• Basic understanding of network architecture and protocols, troubleshooting experience, and administration.
• Experience with iOS, Android and mobile device management solutions.
• Strong problem solving skills.
• Analytical and research ability to successfully and remotely troubleshoot failures in computer and peripheral hardware and software.
• Ability to manage priorities independently. Written and interpersonal skills needed to communicate successfully with individuals and groups and interact with people at all levels to communicate ideas and concepts in a clear and understandable manner.
• Excellent organizational and time management skills.
• Ability to support demand load to Service Level Agreements (SLA).
• Good listening skills.
• Ability to work and function effectively either individually or in a team oriented environment.
• One or more of the following certifications are preferred: A+ Certification, Network +, Original Equipment Manufacturers (OEM) Certifications, Microsoft, Cisco, Citrix, Information Technology Infrastructure Library (ITIL).

PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death. Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position. Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description. Overall vision and hearing is necessary with or without assisted device(s). Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching. Some exposure to blood borne pathogens and other potentially infectious material. Must follow MyMichigan Health bloodborne pathogen and TB testing as required.