Note: The job is a remote job and is open to candidates in USA. American Oncology Network is hiring an IT Systems Engineer (EUC) to support enterprise end-user computing and digital workspace technologies. The role provides Tier 2/Tier 3 administration, troubleshooting, optimization, and technical leadership across Windows endpoints, virtual desktop infrastructure, identity platforms, clinical workspace technologies, Windows servers, and enterprise applications.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- * Minimum of 8 years of experience supporting enterprise IT environments
- * Experience supporting and managing enterprise environments with 5,000+ endpoints and users across multiple locations
- * Experience supporting large-scale End User Computing (EUC) and Digital Workspace environments; healthcare or other highly regulated industry experience preferred
- * Experience supporting Windows 10 and Windows 11 operating systems
- * Experience administering Azure Virtual Desktop (AVD) and Citrix Virtual Apps and Desktops
- * Experience administering Okta, Microsoft Entra ID, Active Directory, Group Policy, DNS, DHCP, and Microsoft 365
- * Experience supporting Windows Server 2016, 2019, and 2022 in both physical and virtual environments
- * Experience supporting IGEL and Imprivata solutions preferred
- * Experience working in healthcare and multi-site enterprise environments preferred
- * Microsoft Certified: Endpoint Administrator Associate
- * Microsoft Certified: Identity and Access Administrator Associate
- * Citrix Certified Associate (CCA)
- * Okta Certified Professional
- * ITIL Foundation Certification
- * IGEL Certified Professional
- * Advanced knowledge of endpoint management, virtual desktop infrastructure (VDI), Windows Server administration, identity management, and digital workspace technologies
- * Strong troubleshooting, analytical, and problem-solving skills with the ability to identify root causes and implement effective solutions
- * Excellent verbal and written communication skills with the ability to collaborate effectively with technical teams, leadership, vendors, and end users
- * Strong customer service skills with a commitment to delivering a high-quality end-user experience
- * Ability to work collaboratively across cross-functional teams to achieve operational and project objectives
- * Strong organizational, time management, and prioritization skills with the ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail
- * 0-25%
- * Sitting
- * Keyboard use
- * Minimal lifting
- * Long screen exposure
- * Time management
- * Effective written/verbal communication
- * Policy interpretation
- * Home office setup
- * Minimal external environmental exposure
- * Flexible hours
- * Ergonomic home office guidance
- * Communication software accessibility
- * Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field preferred
Benefits
- Remote Position
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