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Cherry Health · 22 hours ago

Desktop Engineer II

Grand Rapids, MI

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Cherry Health is Michigan’s largest Federally Qualified Health Center, focused on delivering comprehensive healthcare services to underserved communities. The Desktop Engineer II is responsible for providing onsite and remote technical support for software, hardware, and network issues, while also assisting Helpdesk Representatives and overseeing asset management and IT equipment.

Health CareHospitalMedical

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

Qualification

A+ certificationNetwork+ certificationSecurity+ certificationMCITP Desktop certificationWindows troubleshootingLAN troubleshootingCustomer serviceTeam collaborationProblem-solvingAdaptabilityCommunication skills

Required

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

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