Desktop Engineer II

Yale New Haven Health; Stratford (CT); On-site; USD 110,000 - 160,000; Full time

Job summary

Yale New Haven Health Services Corp. is seeking an experienced ITOM/ServiceNow specialist to join its enterprise technology team in Connecticut. The role focuses on Discovery, ServiceMapping, CMDB governance, and improving data quality and operational visibility.

The ideal candidate will have 5+ years in healthcare or corporate environments, strong troubleshooting, and the ability to collaborate with vendors, architects, and business stakeholders to deliver reliable, scalable solutions.

Qualifications

• Bachelor's degree in CS, IS, or related field preferred.
• Microsoft, ServiceNow, ITIL certifications are highly desirable.
• Equivalent combinations of technical training, industry certifications, and relevant work experience will be considered.

Responsibilities

• Provide operational support for endpoint configuration, software deployment, lifecycle management, and technology refresh initiatives.
• Administer and support enterprise tools for asset management, endpoint management, remote support, monitoring, and operational services.
• Provide advanced technical support for enterprise workplace technologies, including OS, applications, and supporting infrastructure; document standards and best practices.
• Participate in testing, validation, and deployment activities to ensure reliability, performance, and security of enterprise technology solutions.
• Collaborate with stakeholders to gather requirements and develop reliable, scalable, cost-effective technology solutions that align with objectives.

Skills

ServiceNow

ITOM

Endpoint management

PowerShell automation

Education

Bachelor's degree in Computer Science, Information Systems, or related field

Tools

ServiceNow

Intune

Active Directory

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.

The ideal candidate will have 5+ years of experience supporting enterprise workplace technologies within a complexhealthcare or corporate environment, with a strong focus on ServiceNow, ITOM, including Discovery, ServiceMapping, CMDB governance, infrastructure visibility, and service dependency mapping. This individual will play a keyrole in advancing ITOM capabilities, improving data quality and operational visibility, and driving greater value from theplatform.

The 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 andbusiness 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, softwaredeployment, 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- t 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

Education

• Bachelor's degree in Computer Science, Information Systems, or a related field preferred.
• Equivalent combinations oftechnical 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, ServiceMapping, CMDB governance, and infrastructure visibility initiatives, is highly desirable.
• Experience supportingMicrosoft 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 strongtrack 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 complexprojects, and work independently while collaborating across cross -functional teams. Industry certifications related toMicrosoft, ServiceNow (CSA, ITOM, Discovery or Service Mapping), ITIL, cloud technologies, or enterprise operationsare preferred.