Job Information
Hackensack Meridian Health Client Technologies Engineer in Edison, New Jersey
Overview
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Client Technologies Engineer will design, configure, and maintain the end user computing environment for Hackensack Meridian Health (HMH). Primary duties include systems management, Operating System architecture, configuration, and maintenance for Windows, Chrome, and Mac OS; mobile device platform and endpoint management; problem, procedure, and process analysis and documentation; application packaging and deployment; and project task work. Handles tier 1 incident support.
Responsibilities
A day in the life of a Client Technologies Engineer at Hackensack Meridian Health includes:
Top Project Priorities Milestones:
Complete job assignments for IT Governance projects and IT projects to ensure achievement of established project milestones.
Adheres to established PMO project methodologies; Specifically, around defining plan, build, deploy steps and progress to completion.
Professional and Behavioral Standards:
Consistently live out the commitment to the HMH tenets of service excellence that Customer Centered, Service Focused, Quality Driven, Resource Wise and Growth Oriented. As illustrated in daily interactions with staff, faculty, physicians, patients and their families and others outside of HMH.
Maintains a professional appearance for both themselves and their work environment.
Customer Service and Departmental Goals:
Supports Client Technology Engineering team's goals to provide a standardized end user experience across the HMH environment, to support end user workflows and operations with technological solutions that meet their needs, to leverage automation wherever possible, and to protect HMH systems and data.
Builds positive relationships with managers and staff in all areas.
Provides a satisfying customer experience by interacting in a kind and pleasant manner.
Prioritizes and responds promptly based on severity levels to needs of the customer.
Proactive/timely recognition of opportunities for service recovery to resolve issues.
Contributes to the achievement of established department goals and objectives.
Adheres to department policies, procedures, quality standards, and safety standards.
Complies with governmental and accreditation regulations.
Client Technologies Technical Expertise:
Manages HMH client system architecture, including design, configuration, and management of Group Policy, OU structures, Access Roles, etc.
Designs, architects, tests, deploys, maintains, and documents Windows OS images and accompanying standards, requirements, hardening guidelines, etc.
Designs, architects, tests, deploys, maintains, and documents Chrome and Mac OS and accompanying standards, requirements, hardening guidelines, etc. inclusive of Chrome Browser, Google Drive, Security controls, and overall end user experience.
Configures, maintains, and documents application and operating system update processes and procedures.
Configures and manages endpoint and mobile device management tools (i.e., Ivanti EPM, VMWare Workspace ONE); architects configurations to support tool use cases; interfaces with vendors and support to optimize tool implementation.
Tests new end user solutions and technologies to ensure they support existing OS images, peripherals, and primary end user workflows.
Packages and/or scripts, tests, and deploys desktop applications.
Configures, maintains, and documents file shares and permissions.
Provides support for ongoing and future acquisition and migration activities, such as onboarding, migrating, and integrating new and existing groups onto HMH standard devices, solutions, and processes.
Creates process maps and related documentation for Client Technology Engineering workflows, procedures, and responsibilities.
Proactively detects client problem and device non-compliance / configuration issues.
Performs research, testing, and development for hardware, peripherals, applications, and operating systems.
Configures, maintains, deploys, and documents enterprise security tools in accordance with HMH security policies and IT Security requirements.
Performs after hours incident support.
Analyzes, documents, and publishes device problems and resolutions.
Develops processes and framework around device problem management.
Maintains license management for systems and solutions managed and maintained by the Client Technology Engineering team.
Responds to requests for tier 1 incident support.
Manages tickets for incidents and requests.
Reports for emergency response and performs tasks assigned.
As needed, may also assist with any of the following:
Responds to requests for tier 1 incident support.
Supports IT Service Desk and Field Services with troubleshooting of escalated customer concerns and/or incidents.
Analyzes, documents, and publishes systemic problems and resolutions to inform and improve IT Service Desk and Field Service workflows and customer service.
Provides white glove support for issues impacting high availability systems and executive end users, as necessary.
Designs file shares and quotas.
Configures, maintains, deploys, and documents thin client computing systems.
Develops, documents, and publishes metrics and reports.
Continuous Improvement and Financial Management:
Constantly monitor the work environment for opportunities for improvement and implement improvement initiatives.
Help prepare operating, capital and project budgets in support of IT financial workflow.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.
Qualifications
Education, Knowledge, Skills and Abilities Required:
Bachelor's degree in computer science, systems management, information systems, or a related field, and/or applicable technical certificate and/or equivalent related experience.
Minimum of 3+ years of IT end user support and systems experience.
Prior experience supporting end user support and systems in a large, geographically dispersed enterprise environment.
Enterprise desktop support, enterprise systems management, Microsoft Active Directory, Group Policy management (GPO), computing hardware, computing software, troubleshooting skills, independent thinking, problem analysis, technical documentation, project management.
Google Admin Console, Chrome browser, and ChromeOS management and configuration experience.
Microsoft Enterprise Desktop Support; MacOS Experience; ChromeOS; Ivanti / LanDesk; VMWare Workspace ONE; thin and thick client (e.g., Neverware), laptops, mobile devices (iOS & Android), tablets, printers, telephones, etc.
Practical knowledge of project management principles and tools.
Practical knowledge of project management methodologies, tools, and practice.
Familiarity and understanding of Google Workspace solutions (i.e., Sheets, Documents, Presentations, Chat, Gmail, etc.).
Ability to collaborate with team members across IT and the enterprise.
Knowledge of HMH Behavioral Expectations for Service Excellence; Utilize Customer Service and Quality principles and theories.
Customer services skills, communication skills, critical-thinking skills, judgment, detail-oriented, listening skills demonstrated.
Demonstrated critical thinking and creative problem-solving skills related to investigating and resolving customer and departmental issues, needs, and initiatives.
Excellent verbal and written communication.
Education, Knowledge, Skills and Abilities Preferred:
- Experience working in healthcare and/or life sciences.
Licenses and Certifications Required:
- ITIL v3 2011 Foundation; Microsoft Certified Professional (MCP); Microsoft Certified Solutions Expert (MCSE); CompTIA A+ Certification; HDI - Desktop Support Technician Certification; MacOS Configuration; and/or ChromeOS Configuration Certification(s) are required or must be obtained within one year of hire date.
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
Job ID 2024-148395
Department DTS-Infrastructure, Syst Eng
Site HMH Hospitals Corporation
Job Location US-NJ-Edison
Position Type Full Time with Benefits
Standard Hours Per Week 40
Shift Day
Shift Hours Day
Weekend Work Weekends as Needed
On Call Work On-Call Commitment Required
Holiday Work As Needed