Steward Health Care
Citrix Engineer (Remote position)
Steward Health Care, Niles, Ohio, United States,
POSITION SUMMARY:The Citrix Engineer is responsible for design, deployment, management, and support of the Citrix XenApp & server and VDI environments. This includes a robust and continually evolving set of Citrix solutions used to run critical 24/7 clinical & business systems on a variety of computing devices. Extensive experience in designing, implementing, managing, and optimizing Citrix and related infrastructure is critical to the success of this role. Expert knowledge of XenApp, XenDesktop, Provisioning Services, VMWare (or HyperV/XenServer), Windows/Citrix Profile Management, Windows Server OS (2008R2-2022), PowerShell, Active Directory, and Group Policy are key to this role. The Citrix Engineer is also required to work with IT teams, project managers, IT architects, vendors, and business leaders to design and architect hosted computing solutions to meet demanding clinical workflows in diverse hospital environments.
KEY RESPONSIBILITIES:
Assist in design, deployment & Support of Citrix solutionsMonitor & resolving incident tickets ensuring prompt and effective solutions and closureEffectively triage incidents when necessary in accordance to I.S. proceduresEnsure appropriate monitoring tools are in place and properly utilized to ensure the integrity and stability of the Enterprise Citrix environment.Works with other Steward I.S. support teams as appropriate for support & troubleshooting of issues pertaining to the Citrix enterprise environment.Continually work to standardize and document existing proceduresProvide training and documentation to the Help Desk on resolution skills to provide first call resolution where possibleAssess and interpret customer needs and requirementsDevelop and monitor metrics to ensure support SLA’s are metProvide escalation path for users with issues and research outstanding issuesParticipate In the development and implementation of policies and procedures to improve process and workflow for the techniciansProactively work to improve customer experience and departmental performancePromote network and system standards and ensure adherence to existing and new standards and best practices.Help create documentation, procedural and otherwise regarding Citrix responsibilitiesContinue to improve Citrix operations via new ideas and methodsParticipation in the development, planning and execution of large Citrix and other IS projectsSubmit timely status reports to senior leadership and other project stakeholders as required.After hours and weekend work to perform tasks that cannot be done during business hours is required.Work with minimal guidance, seek guidance on only the most complex tasksMentor and provide guidance to junior members of the technical support team.Conform to all departmental and enterprise standards, policies, and proceduresMaintain a flexible schedule in accordance with the needs of the department.Develop an understanding and awareness of the enterprise, including its objectives, design, strategies, departmental initiatives, staffing and the roles of key players in the organization.Contribute to short and long-term organizational planning and strategy as a member of the management team.Occasionally lift and carry supplies and equipment weighing up to 30 poundsTravel to other sites (Including National travel) is requiredPerform on-call dutiesPerform other duties as assigned
REQUIRED KNOWLEDGE & SKILLS:Expert knowledge designing, implementing and supporting XenApp, XenDesktop/Desktop Virtualization, CVAD Provisioning Services & VMWare (or HyperV/XenServer),Expert knowledge designing, implementing and supporting Windows/Citrix Profile Management, Windows Server 2008 R2/2012/2016/2019/2022, PowerShell, Active Directory, Application Virtualization, Application remedies and Group PolicyExperience with MS Azure and other cloud hosting solutions is a plusExceptional analytical and problem-solving skillsExcellent project management skillsAbility to multitask and prioritize work requirementsAbility to work independently and take initiative over diverse project areasExcellent interpersonal and communication skills, including the ability to establish and maintain effective working relationships with others.Excellent listener to customer requests, exceptional understanding of customers business need and generally able to do what the customer “needs” rather than just what the customer “asks”.Exercises considerable discretion and independent judgmentAbility to work under pressureAbility to prioritize and escalate problemsCapability to maintains a sense of urgency about his/her workAnalyzes problems effectively and efficiently (95% accuracy) to plan and develop solutions to individual projects of major complexity.Capacity to advise and provide direction to junior staff.Excellent organizational skills.Ability to follow direction.Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environmentAbility to express ideas concisely and clearly, orally and in writing.Ability to communicate effectively to Steward personnel using written and oral formatsAble to effectively prepare presentation material and present information to IS staff, management, hospital and public groupsAbility to strategically plan and be proactive in approach.Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts.
EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:Education:
4 year college program certificate, or equivalent work experienceExperience:
7 years’ experience supporting Citrix in a customer services focused environments, Healthcare IT preferred.Certification/Licensure:
CCAV (Citrix Certified Associate Virtualization)CCPV (Citrix Certified Professional Virtualization)
Software/Hardware:
Expert knowledge and expertise designing, planning, deployment and administration of Citrix CVAD 1912+, 6.5/7.x Server Farms. Experience in supporting Web Interface and StoreFront 3.x. NetScaler, Provisioning Services, Citrix Profile Management & Server Virtualization (VMware).Expert knowledge & experience with Active Directory, Group Policy, and DHCP is requiredPowerShell scripting skills is requiredMS Azure, AVD and other cloud hosting solutions experience is a plusAbility to troubleshoot technical problems related to Citrix XenApp/XenDesktop infrastructure
Other:
Occasional Travel is required to Steward Health Care Hospital facilities, both local and national
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KEY RESPONSIBILITIES:
Assist in design, deployment & Support of Citrix solutionsMonitor & resolving incident tickets ensuring prompt and effective solutions and closureEffectively triage incidents when necessary in accordance to I.S. proceduresEnsure appropriate monitoring tools are in place and properly utilized to ensure the integrity and stability of the Enterprise Citrix environment.Works with other Steward I.S. support teams as appropriate for support & troubleshooting of issues pertaining to the Citrix enterprise environment.Continually work to standardize and document existing proceduresProvide training and documentation to the Help Desk on resolution skills to provide first call resolution where possibleAssess and interpret customer needs and requirementsDevelop and monitor metrics to ensure support SLA’s are metProvide escalation path for users with issues and research outstanding issuesParticipate In the development and implementation of policies and procedures to improve process and workflow for the techniciansProactively work to improve customer experience and departmental performancePromote network and system standards and ensure adherence to existing and new standards and best practices.Help create documentation, procedural and otherwise regarding Citrix responsibilitiesContinue to improve Citrix operations via new ideas and methodsParticipation in the development, planning and execution of large Citrix and other IS projectsSubmit timely status reports to senior leadership and other project stakeholders as required.After hours and weekend work to perform tasks that cannot be done during business hours is required.Work with minimal guidance, seek guidance on only the most complex tasksMentor and provide guidance to junior members of the technical support team.Conform to all departmental and enterprise standards, policies, and proceduresMaintain a flexible schedule in accordance with the needs of the department.Develop an understanding and awareness of the enterprise, including its objectives, design, strategies, departmental initiatives, staffing and the roles of key players in the organization.Contribute to short and long-term organizational planning and strategy as a member of the management team.Occasionally lift and carry supplies and equipment weighing up to 30 poundsTravel to other sites (Including National travel) is requiredPerform on-call dutiesPerform other duties as assigned
REQUIRED KNOWLEDGE & SKILLS:Expert knowledge designing, implementing and supporting XenApp, XenDesktop/Desktop Virtualization, CVAD Provisioning Services & VMWare (or HyperV/XenServer),Expert knowledge designing, implementing and supporting Windows/Citrix Profile Management, Windows Server 2008 R2/2012/2016/2019/2022, PowerShell, Active Directory, Application Virtualization, Application remedies and Group PolicyExperience with MS Azure and other cloud hosting solutions is a plusExceptional analytical and problem-solving skillsExcellent project management skillsAbility to multitask and prioritize work requirementsAbility to work independently and take initiative over diverse project areasExcellent interpersonal and communication skills, including the ability to establish and maintain effective working relationships with others.Excellent listener to customer requests, exceptional understanding of customers business need and generally able to do what the customer “needs” rather than just what the customer “asks”.Exercises considerable discretion and independent judgmentAbility to work under pressureAbility to prioritize and escalate problemsCapability to maintains a sense of urgency about his/her workAnalyzes problems effectively and efficiently (95% accuracy) to plan and develop solutions to individual projects of major complexity.Capacity to advise and provide direction to junior staff.Excellent organizational skills.Ability to follow direction.Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environmentAbility to express ideas concisely and clearly, orally and in writing.Ability to communicate effectively to Steward personnel using written and oral formatsAble to effectively prepare presentation material and present information to IS staff, management, hospital and public groupsAbility to strategically plan and be proactive in approach.Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts.
EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:Education:
4 year college program certificate, or equivalent work experienceExperience:
7 years’ experience supporting Citrix in a customer services focused environments, Healthcare IT preferred.Certification/Licensure:
CCAV (Citrix Certified Associate Virtualization)CCPV (Citrix Certified Professional Virtualization)
Software/Hardware:
Expert knowledge and expertise designing, planning, deployment and administration of Citrix CVAD 1912+, 6.5/7.x Server Farms. Experience in supporting Web Interface and StoreFront 3.x. NetScaler, Provisioning Services, Citrix Profile Management & Server Virtualization (VMware).Expert knowledge & experience with Active Directory, Group Policy, and DHCP is requiredPowerShell scripting skills is requiredMS Azure, AVD and other cloud hosting solutions experience is a plusAbility to troubleshoot technical problems related to Citrix XenApp/XenDesktop infrastructure
Other:
Occasional Travel is required to Steward Health Care Hospital facilities, both local and national
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