About this role
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
Under the direction of the Manager, IT Infrastructure, and within established hospital, clinic and department policies and procedures, configures and administers software/hardware tools for all aspects of the Citrix infrastructure including application publishing, system monitoring, troubleshooting, end user support, license monitoring, and system documentation. Consults with the Supervisor on specific matters requiring clarification, interpretation, or exception to standard policies and procedures.
Job Description:
Essential Duties & Responsibilities including but not limited to:
- Configures and administers all components of Citrix infrastructure including application publishing, system monitoring, troubleshooting, end user support, license monitoring, and system documentation.
- Provides support to all IT teams in triaging problems. Processes work orders and trouble tickets generated by the IT Help Desk in a timely fashion.
- Configures, tests, and collaborates on enhancements and modifications to facilitate implementation and minimize downtime.
- Evaluates requests to publish applications, coordinates pilot group testing, submits change requests, and publishes applications.
- Configures, tests, and maintains application upgrades.
- Prepares work plans as needed; keeps to milestone schedules and deliverables.
- Researches, evaluates, and submits suggestions on strategies and products.
- Upholds corporate policy guidelines and submits suggestions for improvements to ensure compatibility and to improve service to user community.
- Maintains technical expertise and provides support as assigned in desktop management administration. Maintains professional memberships and affiliations. Keeps the IT organization informed of important developments, advances and trends in desktop management strategies as they relate to Lahey Clinic’s goals, strategies, and directives
- Maintains a positive working relationship with all company departments to optimize working relationships and communication.
- Carries a pager and participates in off-hours on-call schedule. May work weekends and holidays to provide technical support to the institution.
- Contributes to a customer-oriented service environment that projects a professional image to Lahey Clinic internal and external users.
- Consults with management on specific matters requiring clarification, interpretation, or exception to standard policies and procedures as well as identifying trends in support requirements.
- Works both independently and as a team liaison reporting to the Supervisor of Desktop Management Services on a weekly basis
- Installs, updates, and troubleshoots hardware and software at user’s workstation and in data center (may require moving equipment). Utilize workstation and computer. Communicate orally and in writing.
- Incorporates BILH Guiding Principles, Mission Statement, and Goals into daily activities.
- Complies with all BILH Policies.
- Complies with behavioral expectations of the department and BILH.
- Maintains courteous and effective interactions with colleagues and patients.
- Demonstrates an understanding of the job description, performance expectations, and competency assessment.
- Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
- Participates in departmental and/or interdepartmental quality improvement activities.
- Participates in and successfully completes Mandatory Education.
Performs all other duties as needed or directed to meet the needs of the department.
Pay Range:
$36.00 - $48.00
The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.