Endpoint Engineer, IS&T

at  George Washington University Medical Faculty Associates

ABOUT GW MFA

MFA physicians provide comprehensive patient care, offering one practice for the whole person with 52 medical and surgical specialties. As members of the GW School of Medicine and Health Sciences faculty, MFA providers are teachers and mentors for medical students, residents, fellows, and researchers preserving the rich tradition of academics, research, and healing. In addition to maintaining a closely integrated alliance with The George Washington University and The George Washington University Hospital (GWUH) which is separately owned and operated by Universal Health Services (UHS), the GW MFA has active referring relationships with 12 area hospitals.
The GW MFA’s leading healthcare presence in the DC metro region is complemented by a network of community-based practices in DC, Maryland, and Virginia. Given its geographic location in central NW Washington, DC, and proximity to more than 175 resident embassies, the MFA continues to evolve its international clinical outreach.

POSITION SUMMARY

MFA IS&T is seeking an Endpoint Engineer with extensive operations experience and, preferably, Epic EHR experience to join our MFA Systems team. This position will be responsible for providing exceptional endpoint operations support to our healthcare employees through a high-performance and stable endpoint environment. The ideal candidate should be reliable, highly technical, and constantly seeking solutions to better improve the MFA environment.
This position will involve the administration of the entire Endpoint environment including technologies such as MFA’s Microsoft Intune, VMware Horizon VDI, Epic EHR, and end-user clinical applications. The ideal candidate would have experience in supporting a large healthcare employee population in a similar environment.

MINIMUM QUALIFICATIONS

Education

• Associate’s degree or higher in Computer Science or a related field.

Experience

• A minimum of 5 years of experience in an Endpoint or related Systems Engineering role.
• A minimum of 5 years of experience supporting VMware Horizon Infrastructure or Citrix-based environment.
• A minimum of 5 years of experience supporting endpoints in the Epic EHR application ecosystem.
• A minimum of 5 years of experience working with Active Directory environment.
• A minimum of 3 years of experience with Microsoft Intune environments.
• A minimum of 3 years of Windows image management and use of asset management tools (SCCM, PDQ, Ivanti, etc.)’
• Strong knowledge of network administration fundamentals (CCNA level or equivalent)
• A minimum of 3 years of scripting and programming experience (Powershell, Windows Batch, Linux BASH, Python, Java, VB, etc.)
• Experience troubleshooting technical hardware and software issues in systems, applications, networks, and security capacity.
• Prior experience working with Epic in a Healthcare IT environment

Physical Requirements

• Walk, bend, twist, and reach above the shoulder frequently in an office setting.
• Must be able to occasionally lift or carry and frequently push or pull up to 100 lbs. as part of the role
• Regularly exposed to healthcare settings that may require personal protective equipment
• Requires manual dexterity to operate a computer keyboard, calculator, copier machine, and other equipment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Production Environment Support:
• Provide expertise in the administration of various endpoint technologies in the Epic EHR application ecosystem.
• Provide expertise in the administration of VMWare Horizon infrastructure environments.
• Install, tune, upgrade, troubleshoot, and maintain all endpoint systems relevant to supported applications including all necessary tasks to perform operating system administration, user account management, disaster recovery, and configuration.
• Participate and own Endpoint patching program
• Endpoint Optimization and Maintenance:
• Actively contribute to the optimization and maintenance of endpoint configurations, deploying software updates, and managing security policies to ensure alignment with organizational standards.
• Implement proactive measures to enhance endpoint performance, collaborating with cross-functional teams for continuous improvement.
• Collaborative Troubleshooting:
• Lead troubleshooting efforts for complex endpoint issues, working in tandem with Tier 2 support and other IT teams.
• Utilize diagnostic tools, remote assistance, and hands-on techniques to address software configurations, hardware malfunctions, and connectivity challenges.
• Develop and implement techniques to prevent system problems, troubleshoot incidents to recover services, and support root cause analysis.
• Provide expert-level support in troubleshooting endpoint-related issues, ensuring timely resolutions.
• Collaborate with the support team to address end-user concerns and continuously improve the overall support experience.
• Work with partners as well as other IS&T/business units to methodically identify incidents/problems of existing Infrastructure services and provide ownership and direction.
• User Support and Technical Assistance:
• Provide end-users with tier 3 technical support, ensuring prompt and efficient resolution of endpoint-related tickets.
• Foster a user-centric approach, delivering high-quality support and enhancing overall user experience.
• Ticket Lifecycle Management:
• Oversee the complete lifecycle of tickets in the endpoint queue, ensuring a methodical and responsive approach to resolving issues.
• Collaborate closely with Tier 2 support, providing valuable insights for comprehensive incident resolution.
• Incident Prevention and Feedback:
• Stay proactive in identifying emerging trends or recurring issues, providing valuable feedback to Tier 2 support, and collaborating on preventive measures.
• Participate in ongoing incident reviews to contribute insights for preventive strategies and continuous improvement.
• Documentation and Knowledge Sharing:
• Create and maintain a knowledge base with common problems and resolutions, as well as all documentation around system configuration.
• Share knowledge with the team, fostering a collaborative learning environment.