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GENERAL SUMMARY OF POSITION: 

The Enterprise Client Solution Engineer is a critical role in UMASS Medical School’s efforts to build a world class IT support organization. We are seeking an innovative and critical thinker who thrives in an environment where their ideas and actions have an immediate and positive impact. You will be joining our talented IT Productivity Services Team, helping to align efficient and customer focused solutions with cutting edge technology tools. You will work closely with key stakeholders in Information Technology and in the many school divisions, leading the effort to support the current use, and design the future use, of existing technology.  Additionally, you will discover, then implement new technologies that will have a meaningful impact on the Medical School’s initiatives.  As a member of our Information Technology Department, you will join a dynamic team of dedicated individuals committed to delivering forward thinking solutions with a focus on continuous improvement. At UMASS Medical School IT we recognize and reward independent thought and innovative ideas. We have fostered an environment where the team dynamic is embraced and collaboration and FUN are core components of our culture. The Enterprise Client Solution Engineer position is a wonderful opportunity for the right individual who wants to make a real difference within a Medical School that makes a difference in the lives of so many.

MAJOR RESPONSIBILITIES:

• Build partnerships with key stakeholders to ensure design and use of programs and applications are compliant with the most current standards and requirements
• Play a key role in the evaluation of new systems, policies, standards and procedures related to the School & IT partnership
• Manage Client Management Tools (SCCM, Casper, Computrace, Deep Freeze, Antivirus, etc.)
• Build, document and update system images (PC/Mac) using a zero and/or lite-touch configuration that is hardware agnostic/supported on standard and non-standard systems when required.
• Build and update software deployment packages related to security and operational requests from customers and IT.
• Streamline the process of migrating systems from Windows XP to Windows 7
• Maintain compliance with established patching and updating requirements (OS & 3^rd party software patching)
• Document procedures for supporting end-user systems modeled for the enterprise management approach
• Act as escalation point for enterprise-wide client issues.
• Act as escalation point/subject matter expert for Productivity Services staff facing challenging support requests.
• Provide detailed reporting to management regarding current and ongoing initiatives, showing compliance with key performance indicators.
• Works closely with Hosted Systems (Server Team) and IT Security to establish and maintain compliance with system and software standards.
• Provide education to the User/Customer community around the proper use of our supported systems
• Demonstrated ability to communicate non-technical and technical matters effectively, both verbal and written
• Facilitate collaboration among healthcare providers, faculty and other customers to optimize technology use
• Maintain data security and confidentiality in accordance with applicable federal, state, and local guidelines
• Maintain professional growth and development through seminars, workshops, current literature, and professional affiliations to keep abreast of latest trends in enterprise end user computing.
• Availability to work nights and weekends as occasionally required to monitor, or remediate issues with, after-hours deployments.
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Information Technology or equivalent experience
• 4 years of experience working in Information Technology in a support role (Desktop Support or System Administration) or equivalent experience setting up, supporting and maintaining information technology systems for an enterprise organization.  This includes experience in process automation, systems management, customized script writing (VB, VBScript, PowerShell, Batch, etc.), training technical and non-technical staff and customers on the use of information technology equipment, documenting standard, consistent support procedures and training technical staff on them, effectively interfacing with all levels of management, building and testing of enterprise software deployment packages using open source tools, PC/Mac image building experience to include OS upgrades, Microsoft or Apple Certification (MCDST, MCSE, MCSA, SCCM, ACMT, etc.), SCCM and/or Casper administration and MS Office proficiency.
• Outgoing, friendly and positive approach to customer service
• Superior verbal, interpersonal and written communication
• Ability to travel to off-site locations. 

PREFERRED QUALIFICATIONS:

• Experience in one or more of these industries; Healthcare, Higher Ed, Finance, Insurance, Corporate, Research, BioTech
• Computrace administration
• Deep Freeze administration
• Software packaging using commercially available tools such as Flexera Admin Studio
• McAfee Antivirus/Endpoint Management administration
• Group Policy Administration
• Print Server Administration
• iOS device management
• Active Directory administration relative to user/workstation management (GPO, Profiles, Login Scripts, etc.)