[Hiring] Desktop Engineer II @Yale New Haven Health

Role Description

The ideal candidate will have 5+ years of experience supporting enterprise workplace technologies within a complex healthcare or corporate environment, with a strong focus on ServiceNow, ITOM, including:

• Discovery
• Service Mapping
• CMDB governance
• Infrastructure visibility
• Service dependency mapping

This individual will play a key role in advancing ITOM capabilities, improving data quality and operational visibility, and driving greater value from the platform.

The role also requires experience supporting:

• Microsoft Windows
• Active Directory
• Entra ID
• Microsoft 365
• Intune
• Virtualization
• Endpoint security technologies

The successful candidate must possess strong troubleshooting, analytical, project support, and communication skills, with a proven ability to collaborate across technical and business teams to improve service delivery, operational efficiency, and technology adoption.

Responsibilities

• Provide operational support by developing, implementing, and maintaining standards and processes for endpoint configuration, software deployment, lifecycle management, and technology refresh initiatives.
• Administer and support enterprise tools and processes related to asset management, endpoint management, remote support, monitoring, and operational services.
• Provide advanced technical support for enterprise workplace technologies, including operating systems, applications, and supporting infrastructure.
• Create and maintain documentation, standards, and best practices to improve support effectiveness.
• Participate in testing, validation, and deployment activities to ensure the reliability, performance, and security of enterprise technology solutions throughout their lifecycle.
• Provide solution technical, clinical, and business stakeholders to gather requirements and develop reliable, scalable, and cost-effective technology solutions that align with organizational objectives.
• Partner with vendors, architects, and technical teams to ensure solutions meet technical, security, compliance, and operational standards.
• Create, maintain, and manage technical documentation, standards, procedures, and knowledge articles in centralized repositories.
• Work closely with Solution Architects, project teams, and operational support groups to deliver project objectives and technical deliverables within established timelines.
• Evaluate existing and emerging technologies and provide recommendations that enhance service delivery, operational efficiency, and end-user experience.
• Contribute to project planning and execution activities, including requirements gathering, task management, project documentation, risk identification, timeline development, status reporting, and resource coordination.
• Communicate effectively with technical and non-technical stakeholders, adapting messaging and level of detail to the audience.
• Build collaborative working relationships, actively listen to stakeholder needs, and support the preparation and delivery of technical presentations, operational updates, and project communications.
• Support cross-functional initiatives and continuous improvement efforts that enhance service quality, operational effectiveness, and customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field preferred.
• Equivalent combinations of technical training, industry certifications, and relevant work experience will be considered.
• Microsoft, ServiceNow, ITIL, or other industry-recognized certifications related to endpoint management, cloud technologies, or IT operations are highly desirable.
• At least 5 years of experience designing, implementing, and supporting enterprise workplace technology solutions within a complex, networked environment.
• Experience with ServiceNow, ITOM, including Discovery, Service Mapping, CMDB governance, and infrastructure visibility initiatives, is highly desirable.
• Experience supporting Microsoft Active Directory, Entra ID, Microsoft 365, Intune, SCCM, endpoint management, software deployment, enterprise virtualization technologies, PowerShell automation, and endpoint security technologies is preferred.
• Experience supporting healthcare and clinical applications is also preferred.
• Strong track record of leading or contributing to complex technology projects, including solution design, project planning, implementation, and operational support.

Requirements

• Strong understanding of enterprise infrastructure, systems integration, and technology lifecycle management.
• Demonstrated ability to analyze complex technical issues, develop practical solutions, and effectively communicate recommendations to both technical and non-technical audiences.
• Experience creating technical documentation, architectural diagrams, standards, and operational procedures.
• Ability to manage multiple priorities, support complex projects, and work independently while collaborating across cross-functional teams.
• Industry certifications related to Microsoft, ServiceNow (CSA, ITOM, Discovery or Service Mapping), ITIL, cloud technologies, or enterprise operations are preferred.

YNHHS Requisition ID

196085