Desktop Engineer

In this position the ideal candidate will provide timely, professional, courteous and accurate end-user assistance for technical issues relating to desktop computing (specifically for the Control Room operators). They will ensure stability, integrity, and efficiency of these environments & they'll install, diagnose, repair, maintain, and upgrade corporate PC hardware, software and peripherals which will ensure optimal desktop and workstation computing performance. This individual will serve as 3rd level desktop support to the other department members & complete migrations, deployments, upgrade efforts. This includes but it is not limited to software packaging, software and operating system scripting/automation, desktop compliance/audit responsibilities and process improvement/efficiencies. They should provide mentoring and guidance to other team members of the IT Service Delivery group when possible. Lastly, compliance with regulatory policies is critical, this includes NERC CIP standards.

Responsibilities:

• IT Service Desk Support: • Perform analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions • Deploy & manage system updates/upgrades across the desktop computing environments • Perform basic Administration of Virtual Computing environments & related systems (Citrix XenApp, VMWare vSphere, etc) • And more
• Vulnerability Patching & Compliance: • Provide patch/vulnerability management using industry leading software automation and packaging tools • Perform compliance tasks & associated documentation • Ensure compliance & security of corporate desktops computing environment as required by ISO policy and NERC CIP standards • And more
• Maintenance & Upgrade of Infrastructure Technologies: • Perform automated operating system installs and upgrades using corporate solutions and tools • Monitor and remediate as necessary the installation of fixes, enhancements, and upgrades of various supported systems • And more
• Project Execution: • Execute upon proof-of-concept (POC) activities • Assist in product selection & evaluation(s) • And more

Requirements:

• Bachelor’s Degree in Engineering, Computer Science, Information Systems, or equivalent education and experience
• 7+ years of relevant experience
• Customer focused mindset
• Hardware experience to include: board level, hard drives, video and network adapters, and disparate network configurations. Knowledge of mobile handheld devices is desirable (iPhone, iPad)
• NERC CIP regulation experience strongly desired
• Software maintenance experience should include maintaining corporate policy compliance for: MS Windows 7 and MS Office Professional Suite 2007 - 2016 (including Outlook). It should also include protecting layered products against vulnerabilities, such a cyber-exploits; and planning and deploying desktop upgrade projects
• Enterprise Level Deployment Experience (Windows 10 Migration, Office 2013/2016 Migration, SCCM Deployment & Packaging). Operating System creation/maintenance, Windows Deployment Services & Sysprep
• Experience with database technologies and how client applications interact with DBMS (Oracle/SQL Server) systems is a plus
• General knowledge of Active Directory (to include administration of group policy), Client DNS.WINS, a System Management Tool (e.g. Altiris, CA Client Manager, etc) and Change Management concepts and procedures. Knowledge of VMware solutions, CA ITCM, Microsoft SCCM.
• Experience with Citrix ZenApp/Desktop 7.6+ along with Windows Terminal Server 2008R2/2012R2 configuration & maintenance a plus

Clarity of purpose is the starting point for all success. The ISO’s mission, vision, and values define our purpose—these values serve as the cultural cornerstones of the organization.

Mission: Through collaboration and innovation, ISO New England plans the transmission system, administers the region’s wholesale markets, and operates the power system to ensure reliable and competitively priced wholesale electricity.
Vision: To harness the power of competition and advanced technologies to reliably plan and operate the grid as the region transitions to clean energy.
Values: Expertise, Respect, Innovation, Dependability and Collaboration
What We Offer: Located in Holyoke, MA amid the picturesque Pioneer Valley of Western Massachusetts, our employees get the best of both rural and urban living, enjoying day-to-day local community culture and conveniences with drivable access to big city amenities. Our competitive base salaries, performance-driven bonus incentive offering, as well as a variety of health, wellness, and professional development benefits underscore the value we place in our employees. Beyond our comprehensive medical, dental, and vision plans, we encourage continuous learning through our training and tuition reimbursement programs and support work-life balance with flex hours, hybrid work models for most roles, and paid vacation and holidays. Our benefits strive to fulfill the needs of our employees across life’s stages, with paid parental time off, health and wellness programs, 401k with company match, and a retirement plan. For the convenience of our employees, we offer complimentary access to our onsite fitness center and a cafeteria with free coffee.
COVID-19 Policy: Employee safety and well-being is a priority at ISO New England. To safeguard our teams and the important work they do, ISO New England has a mandatory COVID-19 vaccination policy.
Equal Opportunity: We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, citizenship, religion, sex, sexual orientation, marital status, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.

Drug Free Environment: We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Social Networking Notice: ISO New England reserves the right to review the candidate's postings on any social networking site accessible in the public domain as part of the candidate assessment process.