Desktop Engineer II

Welcome to Cherry Health - video about Cherry Health.

Responsible for providing onsite and remote technical support of software, hardware, and network problem resolution to all Cherry Health business clients. Assist Helpdesk Representatives with questions/issues regarding core applications.

Must adhere to the organizational Policies, Procedures, Code of Ethics, and all licensing and accreditation standards of the position. Must represent the organization’s Mission in all actions and communications.

• Fulfill incident and service requests as assigned and follow standard help desk procedures.
• Oversee Asset Management data collection, both in the warehouse (ready for deployment) as well as in the field.
• Collaborate with Desktop Team to lead and maintain IT Warehouse for proper IT equipment supply levels related to day-to-day operations and upcoming project needs.
• Catalog all Cherry Health IT equipment, both endpoint and IDF/rack equipment, at all organizational sites.
• Perform planned maintenance, moves, adds, and changes.
• Act as the lead go-to person for Service Desk Representatives and Desktop Engineer Level 1 staff with questions regarding network and desktop system issues.
• Orchestrate the management of ticketing queues to make sure SLA’s are maintained.
• Document interactions with business clients, including requests, status, and resolution of incidents.
• Maintain standard software and desktop OS configurations, including troubleshooting, loading, and configuring software images. This includes supported applications and drivers.
• Research business client questions using available resources to find solutions.
• Create and maintain all applicable documentation.
• Coordinate and lead assigned projects.
• Oversee procurement of IT hardware and software with the direction/guidance of the IT Director and Procurement Director.
• All other duties as assigned.

• Demonstrate excellent oral and written communication and customer service skills.
• Prioritize and execute tasks effectively in a high‑pressure environment.
• Ability to work effectively in a team environment.
• Self‑motivated and directed.
• Effectively learn new software and hardware.
• Strong interpersonal skills to interact with business clients at all levels within the organization.
• Experience troubleshooting local area network (LAN) and Windows, Mac OS (small percentage), Ubuntu, and/or IGEL connectivity issues.
• Manage time independently.
• Ability to analyze and solve problems.
• Adapt to different environments and situations.

• Customer Service
• Collaboration
• Integrity
• Respect
• Professionalism
• Learning
• Troubleshooting

Associate’s degree in Information Systems (or related field) or certifications in A+ and Network+, Security+ and/or MCITP Desktop required.

Five to ten years of experience in customer service, desktop hardware and software, Microsoft systems, network systems, phone systems, and Citrix systems or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job listed above.

Cherry Health, Michigan’s largest Federally Qualified Health Center (FQHC), operates in six counties across the state, is based in Grand Rapids. With a team of more than 800 health care professionals at 20 locations, Cherry Health focuses on removing barriers, expanding access, and delivering comprehensive quality health care services to underserved communities, regardless of an individual’s insurance status or ability to pay.

We provide primary care, dental, vision, behavioral health, pharmacy services, substance abuse services, residential re‑entry services, school‑based health centers and more.

Cherry Health improves the health and wellness of individuals by providing comprehensive primary and behavioral health care while encouraging access by those who are underserved.

Our community will be healthier because we will seek out and welcome those who need our services. All will be treated as family with integrated, coordinated care to improve health and personal well‑being.

• Collaborat…