Job Description

Summary
Michigan Medicine's Health Information Technology & Services (HITS) Enterprise Device Engineering and Management (EDEM) Team is seeking a highly talented, customer-and results-driven Microsoft Windows Systems Engineer. This role's primary responsibility is as the initial triage point for complex customer issues reported to the EDEM team. You will have exceptional interpersonal and communication skills as well as a strong desire to resolve issues in a timely manner and with great care toward the customer. This includes troubleshooting and engineering support of the Windows desktop environment, including on-call support.

The EDEM team manages a fleet of over 40,000 Windows devices across Michigan Medicine, the academic medical center of the University of Michigan. EDEM's mission is to provide customer-focused engineering services for the development and management of reliable, secure, and supportable computing devices.

Responsibilities*
You will possess a broad understanding of supporting the Windows desktop operating system in an enterprise environment. You will have strong analytical skills, experience with ITIL-based tools such as Service Now and be fluent in running reports (i.e., SCCM/Splunk), analyzing data and creating informed decisions from those tools. You will be a driven individual constantly in search of ways to reduce operational overhead and improve efficiencies using incident trend analysis. Knowledge of / experience with Microsoft Endpoint Configuration Manager (MECM), Active Directory GPOs, and PowerShell scripting are also desired.

Required Qualifications*
Bachelor's degree in Computer Science or a related field, or equivalent combination of education and experience
3 to 5 years demonstrating expert-level support of Windows operating systems, including management, troubleshooting, and general product lifecycle management in a diverse enterprise environment
Desired Qualifications*
Working knowledge of / experience with endpoint management technologies, preferably Microsoft Intune and/or MECM
Intermediate experience with writing and deploying PowerShell scripts
Experience with ITIL-based helpdesk ticketing systems (i.e., Service Now)
Prior experience creating, modifying and deploying Group Policy Objects (GPOs)
Excellent analytical skills; the ability to interpret incident trends and draw conclusions, design solutions and make recommendations based on that analysis
Ability to document architectural and procedural documentation for technical and non-technical viewers
Excellent communication (written and verbal) and organizational skills (attention to detail) with the ability to interact effectively with employees at all levels within the organization
Strong background in customer service, providing direct customer support
Time management skills to work with multiple projects at various stages of development
Ability to maintain a positive attitude while working in a dynamic, fast-paced environment
Experience administering Windows Server operating systems (2016 or greater)
Experience supporting Azure Active Directory and/or Intune for Windows device management
Certification in one or more Microsoft areas (i.e., MCSE)
Experience in Healthcare IT
Ability to plan and execute a complex, multi-phased software development project on time