Desktop Virtualization Administrator

Beth Israel Lahey Health•Woburn, MA

About The Position

Under the direction of the Manager, IT Infrastructure, and within established hospital, clinic, and department policies and procedures, the Desktop Virtualization Administrator configures and administers software and hardware tools for the Citrix infrastructure. The role includes application publishing, system monitoring, troubleshooting, end-user support, license monitoring, and system documentation. The administrator consults with supervisors and management on matters requiring clarification or exceptions to standard policies and procedures, and reports weekly to the Supervisor of Desktop Management Services. The role supports IT teams in triaging problems, processes Help Desk work orders and tickets, and configures, tests, and maintains infrastructure enhancements and application upgrades. The administrator evaluates application-publishing requests, coordinates pilot testing, submits change requests, and works to minimize downtime. The position also contributes to desktop management administration, research and product evaluation, service improvements, customer service, and quality-improvement activities. The employee carries a pager and participates in an off-hours on-call schedule; weekend and holiday work may be required. Work may involve installing or troubleshooting hardware and software at user workstations and in the data center, including moving equipment.

Requirements

Ability to configure and administer Citrix infrastructure and related software and hardware tools.
Ability to monitor systems, troubleshoot issues, provide end-user support, monitor licenses, and document systems.
Ability to configure, test, and maintain application upgrades and infrastructure modifications.
Ability to communicate orally and in writing.
Ability to use a workstation and computer.
Ability to install, update, and troubleshoot hardware and software at user workstations and in a data center; may need to move equipment.
Ability to participate in an off-hours on-call schedule.
Must be vaccinated against influenza as a condition of employment.

Responsibilities

Configure and administer all components of the Citrix infrastructure, including application publishing, system monitoring, troubleshooting, end-user support, license monitoring, and documentation.
Support IT teams in triaging problems.
Process IT Help Desk work orders and trouble tickets in a timely manner.
Configure, test, and collaborate on enhancements and modifications to facilitate implementation and minimize downtime.
Evaluate requests to publish applications, coordinate pilot-group testing, submit change requests, and publish applications.
Configure, test, and maintain application upgrades.
Prepare work plans as needed and meet milestone schedules and deliverables.
Research and evaluate strategies and products, and submit suggestions.
Uphold corporate policy guidelines and suggest improvements to ensure compatibility and improve service to users.
Maintain technical expertise and provide assigned support in desktop management administration.
Maintain professional memberships and affiliations.
Keep the IT organization informed about developments, advances, and trends in desktop management strategies related to Lahey Clinic’s goals, strategies, and directives.
Maintain positive working relationships with company departments to optimize collaboration and communication.
Carry a pager and participate in the off-hours on-call schedule; provide technical support on weekends and holidays when needed.
Contribute to a customer-oriented service environment and project a professional image to internal and external users.
Consult with management on matters requiring clarification, interpretation, or exceptions to standard policies and procedures, and identify trends in support requirements.
Work independently and as a team liaison, reporting weekly to the Supervisor of Desktop Management Services.
Install, update, and troubleshoot hardware and software at user workstations and in the data center; this may require moving equipment.
Use workstations and computers, and communicate orally and in writing.
Incorporate BILH Guiding Principles, Mission Statement, and Goals into daily activities and comply with BILH policies and departmental behavioral expectations.
Maintain courteous and effective interactions with colleagues and patients.
Demonstrate understanding of the job description, performance expectations, and competency assessment.
Meet and exceed customer needs and adhere to Customer Service standards.
Participate in departmental and interdepartmental quality-improvement activities.
Participate in and successfully complete Mandatory Education.
Perform other duties as needed or directed to meet departmental needs.