The IT Systems Engineer (EUC) is responsible for the administration, support, and optimization of enterprise end-user computing, digital workspace, identity management, and Windows server technologies. As a Tier 2/Tier 3 escalation resource, this role ensures the security, reliability, and performance of Windows endpoints, virtual desktop infrastructure, identity platforms, and enterprise applications across a large, multi-site healthcare environment. Working closely with cross-functional IT teams, the Systems Engineer delivers scalable, secure solutions while supporting more than 5,000 users and endpoints.

• 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.

KPA 2 – Virtual Desktop Infrastructure and Application Delivery

• 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.

KPA 3 – Identity and Access Management

• 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.

KPA 4 – Clinical Workspace Technologies

• 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.

KPA 5 – Windows Server Administration and Infrastructure Support

• 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.

KPA 6 – Service Operations and Continuous Improvement

• 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.

Education

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related field preferred. Equivalent combination of education and experience will be considered.

Minimum Relevant Experience

• 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.

Certifications/Licenses

• 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

Skills

• 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.

This position description reflects the general duties and responsibilities necessary to perform the principal functions of the job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. The responsibilities listed may be subject to change at any time and individuals may be asked to perform duties outside of their regular responsibilities to support the ongoing business operation needs.

The essential functions described herein are intended to define the fundamental duties of the position and serve as the minimum requirements for performance. They do not represent an exhaustive list of all job duties that may be required. AON complies with the Americans with Disabilities Act (ADA) and applicable state and local laws. The Company will engage in an interactive process to evaluate and, where appropriate, provide reasonable accommodations to qualified individuals with disabilities, provided such accommodations do not impose an undue hardship on the business.

Physical Requirements

• Sitting
• Keyboard use
• Minimal lifting
• Long screen exposure

Cognitive Requirements

• Time management
• Effective written/verbal communication
• Policy interpretation

Environmental Requirements

• Home office setup
• Minimal external environmental exposure

Accommodation Notes

• Flexible hours
• Ergonomic home office guidance
• Communication software accessibility

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