GENERAL SUMMARY OF POSITION: 

The Enterprise Client Solution Engineer is a critical role in UMass Chan Medical School’s efforts to build a world class Information Technology support organization. The chief responsibility is to administer the enterprise computer management system(s) as part of the standardization of operating systems and software utilized by the various departments in the school —Mac, PC, Linux. This position is an escalation point for the most challenging computer support issues addressed by the IT Productivity Services team. Experience in the higher-ed, healthcare, finance, insurance, medical research, government industries is extremely beneficial to the success of the person in this role.

This role is critical to UMass Chan Medical School’s efforts to build a world class IT support organization. We are seeking an innovative, detailed 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 client-driven solutions with innovative technology tools. As a member of our Information Technology Department, you will join a dynamic team of resolute individuals committed to delivering forward thinking solutions with a focus on continuous improvement. At UMass Chan IT, we recognize and reward independent thought and modern ideas. We have fostered an environment where team dynamic is embraced, and collaboration and FUN are core components of our culture. The Enterprise Client Solution Engineer position is a fantastic opportunity for the right individual excited about making a real difference within a medical school that makes differences in many lives.

MAJOR RESPONSIBILITIES:

• Build partnerships with key stakeholders to ensure design and use of programs and applications are compliant with 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 (Intune, macOS, Microsoft Windows, Microsoft 365, etc.)
• Build, document, and update Mac and PC images 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 to the latest OS X and upgrading from Windows 10 to Windows 11.
• Maintain compliance with established patching and updating requirements (OS & third-party software patching)
• Document procedures for supporting end-user systems modeled for the enterprise management approach
• Function as escalation point for enterprise-wide client issues.
• Function 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 the Information Technology Security and Enterprise Information Technology Delivery teams 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 (PowerShell, VB, VBScript, 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 and Mac image building experience to include OS upgrades, Apple / Microsoft Certifications, Intune and Apple administration and Microsoft 365 (formerly known as Office) proficiency.
• Superior verbal, interpersonal and written communication
• Outgoing, friendly, and positive approach to customer service
• Ability to occasionally travel to customer sites in Central and Eastern Massachusetts

PREFERRED QUALIFICATIONS:

• While multi-platform dexterity is a requirement, the ideal candidate for this posting will be Apple Certified with advanced experience in a macOS/iPadOS/iOS administrator role.
• Experience in one or more of these industries: Healthcare, Higher Ed, Finance, Insurance, Corporate, Research, Biotech
• Intune Endpoint Management administration
• Apple device management
• Software packaging using commercially available tools
• Azure Active Directory and Active Directory Federation Service administration relative to user/workstation management
• Print Server Administration

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