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HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services, our consultants have access to a comprehensive benefits package. enefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and various other perks.

Main Function:

The End-User Computing Engineer is a senior role entrusted to lead the selection and efficient and effective management of the company's global end-user computing platform. This includes developing and maintaining a consistent OS image globally and troubleshooting and resolving any issues on any deployed end-user computing platform. Much like a business analyst, this role is responsible for working with business clients to elicit and document requirements to select new and modify/improve existing end-user computing platforms, including hardware and software. This role is also responsible for quantifying and selecting a standard set of end-user computing devices, including workstations, monitors, input devices, printers, tablets, and other connected devices.

Education/Experience:

  • A Baccalaureate Degree or degree from an accredited college or university OR
  • An Associate's Degree from an accredited college or university and a minimum of one year of work experience OR
  • A satisfactory combination of education, training, and experience.

Essential Duties:

  • Support and maintain the global end-user computing platforms and related standard peripherals, ensuring high performance and reliability.
  • Assist End-User Computing Technicians with fulfilling service requests and resolving incidents where lack of knowledge may present a barrier to such.
  • Perform in-depth root cause analysis of recurring end-user computing problems and define actions for timely resolution. 
  • Work with key vendors to assist with root cause analysis and problem resolution.
  • Planned, architect, designed, documented, and implemented end-user computing platform, operating system, enterprise software, and peripheral upgrades to improve services provided to all business clients.
  • Design routine monitoring to be used by After-Hours Support Technicians and continually tune alerts to ensure consistent, reliable operation of the global end-user computing systems.
  • Perform complex end-user computing administration tasks, as necessary, to assure the reliable operation of global end-user computing platforms, including systemwide software updates and patches.
  • Work closely with Information Services peers and management, emphasizing collaboration and joint effort to ensure that the needs and expectations of our business partners are met and exceeded.
  • Transfer knowledge via documentation and training to End-User Computing Technicians and the Help Desk.

Experience:

  • Experience specifying, troubleshooting, and maintaining Microsoft-compatible end-user computing platforms and peripherals running Microsoft Windows Operation Systems, including Windows 10 and Windows 7.
  • Experience creating, troubleshooting, and maintaining a global Microsoft operating system end-user computing Gold Image, including all necessary device drivers and enterprise software.
  • Experience troubleshooting software-related issues on the Microsoft PC operating systems, including Windows 10 and Windows 7.
  • Experience using Microsoft tools to troubleshoot, isolate, and resolve issues on end-user computing devices, including identifying and eliminating malware.
  • Experience deploying and maintaining hardware, software, updates, and operating system images in a global environment using Microsoft System Center Configuration Manager (SCCM), Manage Engine, or another deployment tool.
  • Windows scripting knowledge and experience using recent Microsoft PowerShell and/or VisualStudio versions.
  • Experience with various Intel-based computing systems, including desktop, laptop, and tablet hardware.
  • Basic understanding of multiple processor server systems, RAID hardware, SCSI attached, and ample storage solutions.
  • Basic understanding of LAN/WAN network infrastructure technologies.
  • Basic understanding of security technologies, including firewalls, antivirus, spyware, SPAM management, and VPN.
  • A+ certification is a plus.
  • ITIL Certification is a plus.

Proficiencies:

  • Team Player with proven leadership, communication, organizational, and strong interpersonal skills.
  • The role requires significant interaction with many teams across the client's healthcare system.
  • Self-motivated, with keen attention to detail and excellent judgment skills.
  • Ability to establish new standards for quality, performance, or productivity.
  • Must have excellent writing and communication skills and be a strong communicator who can maintain open communication with internal employees, contractors, managers, vendors, and customers as needed.
  • Able to integrate and apply feedback professionally.
  • Able to prioritize and drive quality.

Competencies:

  • Problem-solving/ troubleshooting.
  • Linear thinking.
  • Achieving personal goals.
  • Creative.
  • Resourceful.
  • Initiative.
  • Confidence.
  • Self-motivated.
  • Patience/persistence.
  • Good listening.

Equipment Used:

  • Desktop equipment and all related peripherals.

Contacts:

  • Regularly communicates with end-users at all levels.
  • Also provides coaching and support to other members of IS staff as needed.

Mental Demand:

  • The candidate must thoroughly understand the desktop computing architecture, utilities, and communications capabilities currently in use. 
  • They must also possess passing knowledge of healthcare-related applications and be able to apply technology to solve user problems.

Physical Demands:

  • Must be able to lift and carry all types of desktop computer equipment up to 25 lbs. and must be able to bend, stoop, lift, reach, push, and pull.

Quality Statement:

  • The primary goal of this job is to ensure all customers receive quality service. The team member must be willing to participate in the Quality Improvement Process, including but not limited to:
  • Identifying areas in which the quality improvement process can be applied.
  • Collecting and organizing quality measurement data.
  • Participating in Quality Teams.

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