JOB SUMMARY Under limited supervision, is responsible for the design, management and support of complex multi-desktop common operating environments, including virtual desktop infrastructure. Performs all engineering functions for development and design including capacity planning, installation, upgrades, configuration and patches to provide high availability, high performance and highly secure desktop implementations. Coordinates closely with HIT functional teams and users to ensure the best possible user experience.

REPRESENTATIVE DUTIES Administers Microsoft System Center Configuration Manager infrastructure encompassing application/software deployments, custom scripting for collections and queries, and system level patching. Designs application packaging using AdminStudio, VBScript and/or Powershell scripting for application wrappers and reporting.

Researches, receives and maintains up-to-date information on vendor information relating to desktop/laptop hardware and software updates. Reviews information, identifies issues, and makes recommendations to management on direction for enterprise end-user computer systems and applications.

Translates business requirements into technical designs for end user computing initiatives. Creates and maintain systems documentation for system design and validation. Develops deployment processes for standardized desktop and laptop platforms across the enterprise. Provide disaster recovery architecture for client-side critical systems. Ensures end user experience is compliant with regulatory requirements.

Creates, modifies, tests and applies Microsoft Active Directory Group Policies for maintaining consistent common operating laptop, desktop, and software environment standards to meet critical business and clinical objectives. Constructs and manages delivery and machine groups within Citrix XenDesktop for user level access to virtual desktops. 

Key stakeholder in the development of technical specifications and architectural blueprints for implementing desktop-related management technologies such as asset management, anti-virus, patch management, and other Consortium-specific management applications.

Responsible for client level firewall rule creation, monitoring, maintenance, and updates. Creates and manages VMware distributed switch scopes to segregate traffic based on HIPAA and PHI requirements. Responsible for in-depth troubleshooting of 3rd / 4th tier laptop\desktop issues. Performs root cause analysis and recommends solutions.

Provides mentorship and guidance to members of the Service Desk team. Ensures adherence with ITIL v3 best practices.

Performs other duties as assigned.

Required Skills

Knowledge of business operations, maintenance, metrics and goals. Knowledge of customer service concepts and practices. Knowledge of confidentiality rules and regulations and HIPAA Privacy Act. Knowledge of hardware and software troubleshooting techniques. Knowledge of applicable computer system software programs. Knowledge Microsoft Server platforms and Active Directory. Knowledge in networking technology, MS System Center and MS Windows Server administration. Knowledge of ITIL v3 administration processes including Service Lifecycle Design. Knowledge in strong problem research and resolution skills. Skill in effective oral and written communication. Skill in customer relationship management. Skill in assessing and prioritizing multiple tasks, projects and demands with attention to detail. Skill in providing work leadership, training and technical guidance to technicians. Skill in effectively managing, coaching and leading staff as a team, and delegating tasks and authority. Skill in establishing and maintaining cooperative working relationships with other employees. Skill in operating a personal computer utilizing a variety of software applications.

Required Experience

MINIMUM EDUCATION QUALIFICATION A Bachelor’s degree in computer science or related field.  Progressively responsible professional work-related experience, education, or training may be substituted on a year-for-year basis for college education.

MINIMUM EXPERIENCE QUALIFICATION Non-supervisory - Five (5) years of progressively complex information technology and system administration.  An equivalent combination of relevant education and/or training may be substituted for experience.

CERTIFICATION QUALIFICATION Microsoft Certified Solutions Associate (MCSA) or similar certification ITIL foundations certification v3 (highly preferred) Apple Certifications (preferred)

ADDITIONAL REQUIREMENTS May be exposed to hazardous materials, sharp objects and infectious diseases. Work is performed in a standard office environment and in a study clinic setting.

MINIMUM PHYSICAL REQUIREMENTS The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The position requires the ability to sit for long period of time. ANMC is not a latex free environment. Therefore, some latex exposure can be expected.

Knowledge of business operations, maintenance, metrics and goals. Knowledge of customer service concepts and practices. Knowledge of confidentiality rules and regulations and HIPAA Privacy Act. Knowledge of hardware and software troubleshooting techniques. Knowledge of applicable computer system software programs. Knowledge Microsoft Server platforms and Active Directory. Knowledge in networking technology, MS System Center and MS Windows Server administration. Knowledge of ITIL v3 administration processes including Service Lifecycle Design. Knowledge in strong problem research and resolution skills. Skill in effective oral and written communication. Skill in customer relationship management. Skill in assessing and prioritizing multiple tasks, projects and demands with attention to detail. Skill in providing work leadership, training and technical guidance to technicians. Skill in effectively managing, coaching and leading staff as a team, and delegating tasks and authority. Skill in establishing and maintaining cooperative working relationships with other employees. Skill in operating a personal computer utilizing a variety of software applications.