Implementation Engineer

Healthcare Outcomes Performance Co. (HOPCo)•Phoenix, AZ

7d•Onsite

About The Position

The Implementation Engineer role is a dual-focused position, encompassing both project coordination and on-site technical expertise for implementations, as well as ongoing subject matter expertise for deployed products and services. This role is responsible for the entire lifecycle of IT deployments, from initial planning and configuration to post-go-live support and continuous improvement. The Implementation Engineer will manage project schedules, client communications, technical deployments, and provide escalated support, ensuring smooth transitions and reliable ongoing operation of implemented systems.

Requirements

Valid driver's license, reliable transportation, and willingness to travel to client locations, including overnight travel.
Ability to work after-hours, weekend, and holiday change windows to avoid disruption to clinical operations.
Ability to carry project commitments and an active support queue at the same time, and to prioritize between them transparently.
Ability to own project commitments and coordinate resources without direct authority over them.
Position is based in the United States and supports United States locations.
Legal authorization to work in the United States without employer sponsorship is required.
Three or more years of experience in IT implementation, deployment, field engineering, or technical project coordination.
Experience coordinating multiple concurrent projects against schedules, milestones, and defined deliverables.
Hands-on experience deploying endpoints, network equipment, and site infrastructure in live production environments.
Experience providing escalated technical support for systems the individual deployed or configured.
Experience executing after-hours cutovers and migrations with rollback planning, and coordinating third-party vendors, carriers, and cabling contractors.
Implementation, deployment, and ongoing support lifecycle practices for IT products and managed services.
Endpoint deployment, imaging, and configuration management, including Intune.
Networking fundamentals, including switching, wireless, VLANs, circuits, and structured cabling.
Microsoft 365 and Azure tenant and workload deployment and administration.
Project coordination and IT service management practices covering scheduling, dependency management, change control, risk and issue tracking, incident and problem management, and status reporting.
HIPAA requirements and healthcare data privacy considerations as they apply to deployment and support work.
Strong coordination and organizational skills across concurrent implementations and an active support queue.
Strong hands-on technical skills across endpoints, peripherals, network equipment, and site infrastructure.
Strong written communication, including status reporting and as-built documentation.
Strong verbal communication across clinical, operational, technical, and executive stakeholders.
Strong troubleshooting skills under time pressure during an active cutover or a client outage.
Ability to move between project coordination, hands-on deployment, and support work as the day requires.
Ability to hold a schedule and a change window when conditions on site are not ideal.
Ability to identify risks early and escalate them with a recommended course of action.
Ability to build trust with client staff, vendors, and internal technical teams.
Ability to adapt to evolving requirements and unfamiliar client environments.

Nice To Haves

Associate's or bachelor's degree in Information Technology, Computer Science, or a related field.
CompTIA A+ or Network+ and Microsoft 365 or Azure certifications.
CAPM, ITIL Foundation, or an equivalent project or service management credential.
Healthcare experience strongly preferred, including clinic, procedural, or ASC deployments.

Responsibilities

Own the implementation plan for assigned projects, including scope confirmation, task sequencing, milestones, dependencies, and target dates.
Maintain the project schedule, task assignments, and status in the project tracking system.
Run recurring project checkpoints with client and internal stakeholders, and publish status, decisions, open items, and next steps.
Maintain a risk and issue log, coordinate assigned technical resources and third-party vendors against the schedule, and drive blockers to closure.
Gather and document client requirements, current-state environment detail, and workflow constraints ahead of deployment.
Confirm site readiness, including power, cabling, rack and closet space, circuit delivery, and physical access, and identify gaps early.
Validate that the scoped solution matches the environment, raise discrepancies before work begins, and document configuration decisions and any deviation from standard.
Stage, configure, image, and deploy endpoints, peripherals, network equipment, and site infrastructure at client locations.
Execute installations, migrations, and cutovers according to the approved plan and change window, including after-hours and weekend windows.
Perform testing and validation against defined acceptance criteria, and resolve or escalate defects before go-live.
Support new location openings, relocations, expansions, and acquired practice onboarding through go-live.
Provide hands-on go-live and early-life support at the site, and remain available through the stabilization period.
Deliver end-user orientation and enablement sessions tailored to clinical, operational, and administrative users.
Produce complete as-built documentation, configuration records, and asset records for each deployment.
Transition routine support to the IT Manager, Desktop Support, and Service Desk teams with the documentation and known-issue detail they need, while retaining escalation ownership for the implemented solution.
Serve as the subject matter expert and escalation point for the products and services this role implements.
Resolve escalated incidents and service requests that exceed the scope of the Service Desk and Desktop Support teams.
Perform post-go-live configuration changes, upgrades, patching, and platform maintenance through the change management process.
Support recurring health checks, optimization reviews, and client-requested enhancements to previously deployed solutions.
Balance project commitments against an active support queue, and communicate clearly when the two conflict.
Contribute to implementation SOPs, playbooks, checklists, runbooks, and training materials that support teams rely on.
Identify recurring deployment and support problems, and propose changes to standards, tooling, or sequencing.
Follow HIPAA requirements and Hopper security standards throughout deployment and support, including data handling, device disposal, and access provisioning.