Virtual Desktop Administrator - IT Technology

Hoag is an approximately $1 billion nonprofit, regional health care delivery network in Orange County, California, that treats more than 25,000 inpatients and 369,000 outpatients annually. Hoag consists of two acute-care hospitals – Hoag Hospital Newport Beach, which opened in 1952, and Hoag Hospital Irvine, which opened in 2010 – in addition to six health centers and nine urgent care centers. Hoag is a designated Magnet® hospital by the American Nurses Credentialing Center (ANCC).

Virtual Desktop Infrastructure (VDI) Administrator applies experience with VMware View® Technology to maintain and provide technical support for a large-scale (1000+ desktop sessions) VDI deployment using non-persistent (floating pools) of desktops in a clinical environment. The position is primarily responsible for providing maintenance and technical support for Hoag Hospital's (Hoag) enterprise virtual desktop environment. Projects an image of professionalism in communication, appearance and conduct.

- Provides Level I technical expertise and operational knowledge/experience to evaluate, install and maintain Hoag VDI images and supporting and applications. - Builds new and/or enhances/modifies VDI images to support deployment of new or upgraded applications in a virtualized desktop environment. - Provides Level I support for Hoag standard VDI images and desktops by determining appropriate solutions to technical problems. - Supports VDI image upgrades related to monthly EMR changes, as appropriate. - Monitors problem management system work queues; Responds to and resolves customer reported incidents within specified SLAs; Maintains accurate work records - Maintains accurate documentation for all images consistent with Hoag policies. - Adjusts daily assignment scheduling to allow time to work on and complete projects when needed. - Provide support for virtualized printing solutions. - Gives technical assistance to customers and management as needed. - Supports end users for effective use of desktop VDI technology. - Follows Incident Management process. - Demonstrates strong customer service skills - Demonstrates appropriate level of technical knowledge to effectively perform Level 1 troubleshooting and problem resolution. - Follows the established standards for change control process - Contributes to the development of new enterprise standards and/or the modification of existing standards. - Position may require travel between various Hoag locations and its affiliates. - Performs other duties and projects as assigned - Participates in on call rotation

**Education, Training and Experience** **Required:** * High School diploma or equivalent work experience and 3+ years of related experience **Preferred:** * Bachelors of Science in Information Technology or related field **Skills or Other Qualifications** **Required:** - Experience with VMware View(R) Technology, Imprivata v4.9+, Profile Unity - Experience providing Level I technical support in a VDI View environment, preferably in healthcare. - Strong customer service and communication skills, preferably in a technical support role. - Experience with desktop hardware, software and technologies including MS Windows 7+, IE10.x+, GPOs, IEM/ADMX **License and Certifications** **Preferred:** * VCPDT, A+ Certification