Desktop Engineer II

Yale New Haven Health; Stratford (CT); On-site; USD 110,000 - 170,000; Full time

Job summary

Yale New Haven Health is seeking an experienced ITOM focused professional to support enterprise workplace technologies within a complex healthcare environment. The role emphasizes ServiceNow, ITOM, Discovery, CMDB governance, and infrastructure visibility to improve service delivery and operational efficiency.

The ideal candidate has 5+ years of hands-on experience with Windows, Active Directory, Entra ID, Microsoft 365, Intune, virtualization, endpoint security, and strong collaboration across

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 related certifications are highly desirable.

Responsibilities

• Provide operational support - Develop, implement, and maintain 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 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.
• Communication and Project Support - 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.

Skills

ServiceNow

ITOM

Discovery

CMDB

Infra visibility

Endpoint management

Windows

Active Directory

Entra ID

Microsoft 365

Intune

PowerShell

Endpoint security

Healthcare apps

Education

Bachelor's degree in CS/IS or related field

Tools

SCCM

PowerShell

Intune

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

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, and 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.

This role also requires experience supporting Microsoft Windows, Active Directory, Entra ID, Microsoft 365, Intune, virtualization, and 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 adopt.

EEO/AA/Disability/Veteran

Responsibilities

• Provide operational support - Develop, implement, and maintain 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.
• Communication and Project Support - 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 operationsare highly desirable.

Experience

• 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.
• Candidates should possess a strong track record of leading or contributing to complex technology projects, including solution design, project planning, implementation, and operational support.

Special Skills

• 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