IT End User Engineer

Summary:

The IT End User Engineer supports and enhances our organization's end-user computing experience. This role is responsible for deployment and ongoing management of desktop, mobile, and collaboration technologies, ensuring user satisfaction, and delivering high-quality technical support. The End User Engineer will work closely with IT teams, vendors, and business users to troubleshoot issues, deploy hardware/software solutions, and support day-to-day end-user operations across various systems and platforms.

This role is onsite in Oconomowoc, WI.

Job Duties & Responsibilities

Application Packaging:

• Develop, build, and maintain application packages for deployment.

• Ensure compatibility, performance, and security of application packages, adhering to best practices and standards.

• Collaborate with software vendors and internal stakeholders to resolve packaging-related issues and optimize software distribution processes.

Endpoint Administration:

• Administer device lifecycle processes including provisioning, patching, and decommissioning

• Administer Microsoft Intune to deploy, maintain, and upgrade applications, configurations, and policies for end user devices.

• Implement and manage endpoint profiles, compliance rules, and security settings to ensure a secure and productive end user environment.

• Stay updated on endpoint features and capabilities, leveraging new functionalities to enhance device management and user experience.

Technical End User Support:

• Provide advanced technical support and troubleshooting for end user issues, including hardware, software, and network-related problems.

• Serve as a subject matter expert and escalation point for other end user support teams, assisting with complex technical issues and escalations.

• Analyze and resolve escalated incidents and service requests within agreed upon SLAs, ensuring minimal disruption to end user productivity.

Collaboration and Knowledge Sharing:

• Collaborate with cross-functional teams, including IT infrastructure, security, and application development, to streamline processes and improve end user experience.

• Share expertise and provide training to other team members on application packaging techniques, Intune administration best practices, and advanced troubleshooting methods.

• Contribute to the development and maintenance of knowledge base articles, technical documentation, and standard operating procedures.

Promotes department goals as well as the mission of the hospital.

• Participate in daily team huddles and department meetings

• Consistently meet individual and team key performance indicators (KPIs)

• Communicates with all individuals in a positive and professional manner.

• Support the mission and values of Rogers Behavioral Health by delivering compassionate, solutions focused support

Additional Job Description:

Education/Training Requirements:

• Bachelor’s degree in computer science, or related field and/or equivalent work experience
• 3+ years’ experience required in end-user support and desktop engineering
• Valid driver's license and must be insurable by Rogers
• Experience with Microsoft InTune, SCCM and Jamf Pro
• Proficiency in Windows 11, macOS, Office 365
• Strong understanding of Hybrid Azure AD and identity management
• Familiarity with NIST and HIPAA Privacy compliance frameworks
• Proficiency in Powershell scripting for automation and device configuration
• Experience supporting a variety of end-user devices and peripherals
• Excellent troubleshooting, communication, and documentation skills

This role is onsite in Oconomowoc, WI.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)