IT Systems Engineer (EUC)

About this role

Location: Remote Position Pay Range: $67,953.60 - $133,390.40

Position Summary

The IT Systems Engineer (EUC) is responsible for the administration, support, and optimization of enterprise end-user computing, digital workspace, identity management, and Windows server technologies. As a Tier 2/Tier 3 escalation resource, this role ensures the security, reliability, and performance of Windows endpoints, virtual desktop infrastructure, identity platforms, and enterprise applications across a large, multi-site healthcare environment. Working closely with cross-functional IT teams, the Systems Engineer delivers scalable, secure solutions while supporting more than 5,000 users and endpoints.

Key Performance Areas

KPA 1 – Endpoint Engineering and Support

• Provide Tier 2/Tier 3 support for Windows 10 and Windows 11 endpoint technologies. • Administer and support endpoint operating systems, configurations, policies, and application deployments. • Support endpoint lifecycle activities including deployment, upgrades, patching, and retirement. • Troubleshoot complex workstation, application, authentication, and performance issues. • Administer and support Group Policy Objects (GPOs), endpoint security controls, and configuration standards. • Support Microsoft 365 applications and services related to endpoint computing. • Collaborate with Service Desk teams to resolve escalated incidents and service requests. • Develop and maintain technical documentation, knowledge articles, and operational procedures.

KPA 2 – Virtual Desktop Infrastructure and Application Delivery • Serve as the Subject Matter Expert (SME) for Azure Virtual Desktop (AVD), Citrix Virtual Apps and Desktops, and virtual application delivery technologies. • Administer and support Azure Virtual Desktop (AVD) environments. • Administer and support Citrix Virtual Apps and Desktops environments. • Provide technical leadership and expert guidance for the design, implementation, troubleshooting, and optimization of virtual desktop and application delivery solutions. • Monitor and optimize virtual desktop performance, availability, and user experience. • Manage application publishing, desktop delivery, profile management, and user access. • Support FSLogix profile containers and Microsoft 365 integration within virtual environments. • Perform routine maintenance, upgrades, patching, and platform health assessments. • Participate in capacity planning, performance tuning, and scalability initiatives. • Develop and maintain technical standards, documentation, and best practices for virtual desktop infrastructure. • Collaborate with infrastructure, networking, security, and application teams to ensure the stability, security, and availability of the virtual workspace environment. • Provide Tier 3/escalation support and technical mentoring for complex virtual desktop and application delivery issues. • Support end-user access and application delivery across virtual workspace platforms.

KPA 3 – Identity and Access Management • Administer and support Okta Identity Management platform. • Administer and support Microsoft Entra ID and Active Directory environments. • Support Single Sign-On (SSO), Multi-Factor Authentication (MFA), and Conditional Access policies. • Troubleshoot authentication, access, and identity synchronization issues. • Assist with user provisioning, deprovisioning, and access governance processes. • Administer Active Directory users, groups, organizational units, and Group Policy. • Partner with Security teams to support compliance and security initiatives.

KPA 4 – Clinical Workspace Technologies • Administer and support Imprivata authentication and clinical workflow solutions. • Administer and support IGEL endpoint and thin-client platforms. • Support shared workstation and clinical workstation environments. • Troubleshoot end-user access issues involving virtual desktops, authentication workflows, and endpoint devices. • Collaborate with Clinical Operations and application teams to optimize clinician workflows and user experience. • Participate in testing and deployment of new workspace technologies and enhancements. • Support healthcare-specific technologies and secure clinical access solutions.

KPA 5 – Windows Server Administration and Infrastructure Support • Provide Tier 2/Tier 3 support for physical and virtual Windows Server environments. • Support Windows Server 2016, 2019, and 2022 operating systems. • Perform server patching, upgrades, maintenance, and operational support activities. • Administer and support Active Directory, DNS, DHCP, file services, and print services. • Monitor server performance, availability, and operational health. • Troubleshoot server-related incidents and service disruptions. • Participate in disaster recovery testing and business continuity activities. • Collaborate with Infrastructure Engineering teams on server lifecycle management, maintenance, and technology upgrades. • Maintain server documentation, configuration standards, and operational procedures.

KPA 6 – Service Operations and Continuous Improvement • Manage assigned incidents, requests, problems, and project tasks through completion. • Follow established ITIL processes for Incident, Problem, Change, and Knowledge Management. • Maintain accurate documentation of configurations, procedures, support processes, and system inventories. • Identify opportunities for process improvement, automation, and operational efficiencies. • Coordinate with vendors and internal technology teams to resolve complex technical issues. • Participate in after-hours maintenance activities and on-call support as required. • Communicate system risks, outages, and service-impacting issues to IT leadership. • Assist with training and knowledge transfer to Service Desk and junior IT staff.

Position Qualifications

Education

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field preferred. Equivalent combin

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