The Desktop Engineer is directly involved with the operational delivery of technical services for all HCD business sites and facilities as assigned. Desktop Engineers have primary responsibility for delivery of services required to install, configure, monitor, support and manage the HCD systems. The Desktop Engineer possesses an understanding of the systems and technologies in place at HCD, along with knowledge of PC level applications deployed throughout. Responsibilities also include supporting the electronic medical record (EMR) and revenue cycle computer systems in collaboration with the HCD enterprise Information Services staff. While primarily responsible for hardware and operating system components, this person possesses an understanding of the business environment and the business applications running on the systems being managed, and leverages that knowledge to achieve operational efficiencies, including recommending improvement opportunities. This role participates in a twenty-four (24) hour on call rotation to support the Information Services Help Desk as required.

Essential Functions:

• Performs installation, configuration, maintenance, and upgrade activities for PC systems.
• Troubleshoots and repairs PC system failures or problems.
• Actively participates in daily/weekly/monthly Information Services management meetings as directed.
• Ensures that all installed software remains in compliance with purchased licenses and that no software is installed unless linked to a valid purchase.
• Keeps abreast of best practices in the IT design, implementation and support of Health Care requirements.
• Brings value to the center with suggestions and implementations of these best practices.
• Participates in 24/7 on-call technical support to staff, both remotely and locally on an as needed basis.
• Participates and supports HCD IT quality improvement processes regarding requests for services and daily support/Help Desk processing.
• Monitors Desktop support queues to ensure that requests are handled within set SLA’s and provides customer service as required in a timely manner.
• Responsible for ensuring the efficient operation and management of PC systems deployed throughout the district.
• Establishes, implements, and ensures compliance with IT and the district’s policies and procedures.
• Assists with documenting and investigating incidents and accidents to determine contributing factors and details regarding the incident. Ensures that notifications are complete and appropriate documentation and interventions are in place. Communicates clearly and efficiently with site or unit management and staff and IT Services Manager in a proactive and customer service oriented manner.
• Assists and participates in activities related to the inspection/investigation of the district by regulatory or accrediting agencies.
• Enforces IT Security Policies in cooperation with and under the direction of IT Security leadership.
• Performs all installations and maintenance of all appropriate IT system upgrades and changes required for operating efficiently.
• Provides support/research and recommendations for budget items for sites as requested.
• Supports and demonstrates practices consistent with the district’s mission, philosophy, standards, policies and procedures.
• Performs special projects as directed by management.
• Responsible for maintaining desktop inventory, project requirements, trouble ticket management and prioritization of work requests as directed.
• Provides status reports to management as requested.
• Provides vendor support regarding interfacing issues, HL7 or VPN connections as requested.
• Acts as Information Services liaison for projects, sites, or business units as assigned, and IT resource for projects as required.
• Accurately predicts required resources for assistance with project evaluations and requests assistance as needed for success.
• Emergency duty may be required of the incumbent that includes working in special needs or Red Cross shelters or to perform other emergency duties including, but not limited to, responses to threats or disasters, manmade or natural.

Education:

• Associate’s Degree required in Computer Science, Engineering, and Applied Sciences or in a related field preferred, however, relevant technical certifications after high school will be considered.

Experience:

• Three (3) to five (5) years’ experience in Information Technology with experience with computer support on laptop, desktop, mobile devices in a corporate environment required. Knowledge of PC imaging and deployment methodologies. Understand the concept of business process optimization (process improvement). Dell warranty repair or related depot repair certifications a plus. Experience in a health care related setting preferred.

Certification:

• A+ certification required within one year of hire.
• MCP or MCSA certification(s) a plus.

Health Care District of Palm Beach County is proud to be an Equal Opportunity Employer and Drug Free Workplace. We embrace diversity and do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.