Job description

Looking for a way to influence the health and healthcare of many?

If so, we’d love to hear from you! Our mission-driven organization is focused on the “*Triple Aim*” - Better Health, Better Healthcare and Lower Costs to individuals and their families who participate in our health plans.

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UNITE *HERE* HEALTH* serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

Key Attributes:

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Integrity* – Must be trustworthy and principled when faced with complex situations

• Ability to build positive work relationships – Mutual trust and respect will be essential to the collaborative relationships required
• Communication – Ability to generate concise, compelling, objective and data-driven reports
• Teamwork – Working well with others is required in the Fund’s collaborative environment
• Diversity – Must be capable of working in a culturally diverse environment
• Continuous Learning – Must be open to learning and skill development. As the Fund’s needs evolve, must be proactive about developing new areas of expertise
• Lives our values – Must be a role model for the Fund’s BETTER Culture and Mission (Better, Engage, Teamwork, Trust, Empower, Respect)

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UNITE *HERE* HEALTH* is seeking a Desktop Administrator to work with other team members and outside resources to design, implement, and maintain a desktop technology framework for the fund. This system relies heavily on repeatable design, automated tasks, and modern deployment technologies. This person will be the expert on the desktop and other end point technologies for the Fund and be the point of escalation on desktop and application technology issues. The right person for this role is excited about learning new technology, eager to help end users understand and use the technology, and willing to share knowledge and insights with the rest of the team.

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ESSENTIAL JOB FUNCTIONS AND DUTIES*

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Supports planning, oversight and implementation of the Fund’s desktop strategy

• Creates and maintains images and deployment packages using PDQ Deploy and Intune/Endpoint Manager
• Provides enterprise application support and correctly routes elevated enterprise application tickets
• Creates documentation of technical solutions and help desk procedures
• Assists Infrastructure and Operations functions with special projects and daily administration as required
• Works with third-party vendors on projects and escalated support requests
• Help maintain procedure and knowledgebase documentation
• Responsible for security patching and other system updates
• Leads primary escalation point for rest of helpdesk
• Serves as a Tier 3+ advanced technical and customer support resource to all Fund employees
• Responds to all local and remote customer inquiries for assistance received primarily via telephone but also from email or direct contact providing basic troubleshooting and problem resolution
• Documents all customer support inquiries using available tracking software
• Resolves issues referred from lower tiers in a timely and professional manner while meeting or exceeding established baselines
• Proactive in securing resources to address outages impacting the Fund in a timely manner
• Handles Fund employee questions regarding end-user facing hardware and software and serves the Fund in a consultative manner
• Communicates with technical operations and programming support personnel for problem referral
• Ensures timely completion and follow-up of all support calls
• Resolves technically advanced calls quickly while maintaining the highest levels of professionalism
• Sets goals and achieve measurable results
• Contributes ideas to plans and achieving department goals
• Diversity, Equity, and Inclusion; supports, contributes to, and partners with the IT Department on creating a resilient, high-performing, inclusive culture of diversity and equitable opportunity for employee success and career growth
• Exemplifies the Fund’s BETTER Values in leading and fostering a respectful, trusting, and engaged culture of diversity and inclusion
• Performs other duties as assigned within the scope of responsibilities and requirements of the job
• Performs Essential Job Functions and Duties with or without reasonable accommodation

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ESSENTIAL QUALIFICATIONS*

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***Must be fully vaccinated for COVID-19****

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Years of Experience and Knowledge*

• 3 ~ 5 years of direct experience minimum in a Windows based support environment
• 2+ years administering Windows infrastructure
• Working knowledge and experience in customer service practices, including effective written and verbal communication, the ability to handle stressful situations, strong telephone support and interpersonal skills
• Advanced knowledge of PC, mobile, telephony and other end-user facing technologies
• Solid experience with technical Help Desk operations
• Proven track record for introducing new technology opportunities that benefit the organization
• Experience with Office 365 or other cloud technologies a plus

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Education, Licenses, and Certifications*

• Bachelor's degree in Computer Science, Information Systems, Mathematics, Finance or other related degree preferred or equivalent industry experience
• Preferred: Certification in A+
• Preferred: Certification in Citrix CCA

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Skills and Abilities*

• Intermediate level Microsoft Office skills (PowerPoint, Word, Outlook)
• Intermediate level Microsoft Excel skills
• Advanced software and hardware skills in a Microsoft environment
• Intermediate to expert level knowledge of the Windows Registry, GPO’s, and other configuration systems
• Mid-level knowledge of active directory, DNS, DHCP, and a scripting language (Powershell, VBScript, etc)
• Ability to learn complex legacy software and provide escalated support
• 10% ~ 15% travel
• The ability to work independently and without extensive supervision
• Ability to manage competing deadlines and multiple projects in a fast-paced environment
• Ability to effectively prioritize tasks based on constantly changing variables

Job Type: Full-time

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