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Service Engineer 2

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

What is this position all about?

We are seeking a Senior Enterprise IGEL Thin OS Administrator at Providence who will focus on deploying and maintaining a standard across the enterprise to help achieve strategic goals and objectives. They will leverage their deep technical expertise to routinely lead troubleshooting efforts, design sessions, projects/initiatives, and other work related to IGEL and thin OS client management. They will also mentor and develop Associate and Intermediate level team members.

The Senior Enterprise IGEL Administrator will work independently with other Information Services (IS) professionals (e.g. Operational, Engineering, Architecture, and Application teams) to ensure the IGEL environment is optimized for the delivery of clinical and business services in support of the IS Strategic Plan. This requires close collaboration with clinical and non-clinical caregivers, project managers, and other IS professionals to enumerate requirements from various stakeholders. The Senior Enterprise IGEL Administrator will use their expert knowledge of IGEL/Citrix/Thin Clients/VDI to determine the optimal configuration of the IGEL environment and configure it accordingly. They will also author new or modify existing documentation related to IGEL and serve as an in-house operational escalation point for troubleshooting complex issues and developing and implementing solutions.

The environment is fast-paced and dynamic, requiring an individual capable of making independent decisions without complete knowledge or guidance, but doing so in a manner that accounts for industry-recognized best practices to ensure the most positive outcome in each situation.

 

What will you be responsible for?

  • Work independently without supervision.
  • Provide expert-level optimization of the IGEL OS configuration to support requirements for clinical and non-clinical services.
  • Research and resolve technical issues related to the IGEL OS and participate/lead problem resolution efforts.
  • Provide technical peer review and consulting services.
  • Mentor and coach junior-level team members.
  • Author clear, concise, and complete communications for change, incident, and problem management.
  • Plan, research, and design solutions in support of strategic plans or clinical/business requirements.
  • Collaborate with Architecture, Engineering, and peers to develop enterprise-wide technical standards and roadmaps.
  • Provide direction in developing specifications/requirements for selecting and testing new technologies as Providence evolves its IGEL infrastructure.
  • Evaluate system designs and provide recommendations to improve performance, security, and functionality.
  • Develop and guide the implementation of solutions that improve information reporting and metrics.
  • Lead root cause analysis on IGEL related problems.
  • Create and maintain internal training materials to provide training to appropriate information systems staff for procedures, processes, and knowledge transfer.
  • Participate in the development of and adherence to project schedules.
  • Stay abreast of emerging technologies and best practices related to IGEL and Citrix Operations.
  • Monitor, respond to, and remediate alerts associated with the IGEL environment.
  • Review and be proactive with vulnerabilities related to the IGEL environment.

Required Technical Skills -

  • Healthcare Enterprise understanding of IGEL OS 11 and above.
  • Healthcare Enterprise understanding of IGEL UMS (Universal Management Suite) including inventory, performance, error logs, and reports.
  • Healthcare Enterprise understanding of Citrix and Citrix virtual desktops or similar enterprise-class VDI solution.
  • Healthcare Enterprise understanding of Imprivata Policies & Profiles (Endpoint Management).
  • Advanced knowledge of Azure Active Directory and on-prem Active Directory Services Systems & Server Management.
  • PowerShell Scripting Tools.
  • IGEL Rest API.
  • Bash and Linux shell scripting
  • Basic understanding or ability to learn regarding IGEL, interacting with EPIC apps, Citrix Workspace, Citrix Performance Optimizations, Security, High-Availability, Linux, Enterprise Printing, and Device Integration with End Points.
  • Advanced desktop troubleshooting knowledge, including peripherals.
  • Basic knowledge of certificate-based PKI authentication flows.
  • Working knowledge of Wi-Fi authentication, roaming and protocols.
  • Ability to recommend changes to platform architecture.
  • Ability to formulate and define scope and objectives for initiatives to implement new or upgraded technologies.
  • Demonstrated ability to recommend changes in processes and procedures to streamline operations.
  • Ability to quickly respond to leadership asks and meet deadlines.
  • Basic clinical setting knowledge, including physical and application/workflow.
  • Familiarity with PM and ticketing tools such as ServiceNow (SNOW), Microsoft Azure DevOps (ADO), and Microsoft office products (PowerPoint, Excel, Outlook).
  • Expertise in parallel log correlation, review, and determining a diagnosis.
  • Experience with enterprise level monitoring and log aggregation systems such as Control Up.

Interpersonal Skills:

  • Ability to hold various groups (vendor and internal Providence) to project plan and roles/responsibilities.
  • Ability to quickly determine issue/risk in an IGEL scenario.
  • Executive/Physician/Nurse manager interaction savviness and professionalism.

 

Job Duties:

  • Document roles and responsibilities of IGEL teams and contributors to the Enterprise processes, including maintaining an up-to-date RACI.
  • Coordinate optimization plan review with Enterprise IGEL PM, including coordinating, attending, and contributing to executive plan reviews, documenting specialty and high-profile areas per Executive direction, and coordinating review meetings with local site managers/department directors as needed.
  • Determine and manage master install schedule, working with IGEL PM to ensure pertinent information is collected and documented.
  • Ensure pre-install prep work is completed by all groups, including new and old devices.
  • Oversee optimization, including coordinating test resources according to Caregiver specialty needs and pivoting to include new areas of specialty identified during preparation.
  • Maintain communications, including keeping a list of install sites, departments, contacts, and specialty apps, and keeping local IS and ministry contacts aware of upcoming IGEL conversion and changes to the overall environment.

 

Qualifications:

  • Bachelor’s degree in computer science, Engineering, or related field or equivalent education/experience.
  • 5 years of related experience with endpoint management and servicing.

 

Preferred Qualifications:

  • IGEL experience. IGEL Certified Engineer or Architect preferred.
  • Experience managing or maintaining an enterprise VDI solution (Citrix, VMware, Azure, etc.).
  • Large enterprise experience over 30,000+ devices.
  • MCSA (Microsoft Certified Solutions Associate) or MCSE (Microsoft Certified Solutions Expert)

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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