IT Systems Engineer

Mayo Clinic•Rochester, MN

12h

About The Position

This role is focused on strengthening how Mayo Clinic stays ahead of the rapid pace of Microsoft 365 changes across Teams, Outlook, Office, SharePoint, OneDrive, and Copilot. You'll serve as a single point of accountability for proactive change readiness—monitoring Microsoft Message Center signals, assessing impact before updates reach end users, and developing clear, timely staff guidance that reduces confusion and builds confidence in our collaboration tools. Your work will directly lower reactive support volume, minimize change-driven escalations, and help ensure our staff can trust and rely on the platforms that support patient care and daily operations. In this role, you'll provide hands-on Level 3 support for Microsoft 365 and Adobe products—including administrative management, add-in governance, and complex incident resolution—while leading structured change readiness activities such as impact assessments, staff communications, and the maintenance of a "what changed / what to do" knowledge base. Responsibilities also include exploring AI agent–based workflows and Power Automate solutions to progressively automate monitoring, triage, and communication processes, and partnering closely with colleagues in the Microsoft Client Support team to improve the end-user experience. This position is ideal for someone who combines strong technical knowledge of Microsoft client applications with excellent communication and organizational change management skills, enjoys translating complex platform changes into clear and actionable guidance, and is energized by contributing to a modern, proactive support model that allows healthcare teams to focus on what matters most—their patients and each other. Under general supervision and guidance, the IT Systems Engineer is responsible for the maintenance and support of moderately complex systems software and hardware computer systems at multiple Mayo Clinic sites. Actively monitor and respond to technical hardware and software problems utilizing hardware and software testing tools and techniques as well as assist in managing overall system capacity. Interface with vendor support service groups or other external support teams to ensure proper escalation during outages or periods of degraded system performance. Expected to contribute to the design, development, implementation, and maintenance of custom system software, and/or the installation and maintenance of purchased systems software, plus the configuration and support of hardware systems across Mayo Clinic Produce and maintain documentation such as systems requirements, designs, resource inventories and plans as requested by the work unit leadership. Work will be reviewed for quality, timeliness, and adequacy at predetermined milestones. Develops and maintains effective relationships with the I.T. technical staff and management across all Mayo sites in the support of multiple projects simultaneously.

Requirements

A Bachelor’s degree and training/experience in IT technology; OR an Associate degree plus 3 years of demonstrated technical experience.
A high school diploma and 5 years of demonstrated IT technical experience at a large, complex organization like Mayo may be considered in lieu of the degree.
Experience working in healthcare technology.
Bachelor’s degree in computer science, information systems, engineering or related field.
MCSE, CCNA, or other IT related certifications.
Knowledge of system design principles, software development methodologies, project management methodologies, and some computer programming and/or system support experience.
Exposure to managing both custom developed and vendor-supplied applications helpful.
Advanced knowledge of multiple operating systems, including configuration, internals, and maintenance processes.
Proficient verbal and written communication skills using English.
Experience in system hardware design, ordering, configuration, testing and implementation of large projects.

Nice To Haves

Master’s degree in a relevant technical discipline helpful.
A working knowledge of the following is preferred: Client/Server application architecture, Clustering, VB and scripting tools; MS SQL Server, Oracle, My SQL, DB2 or Sybase; Web Architecture including HTML, JavaScript, Active Server Pages (ASP), PHP; Network topologies and protocols e.g. IEEE 802.3, 802.11a/b/g, 802.1x, TCP/IP; SAN, NAS, virtualized storage environments.

Responsibilities

Serve as a single point of accountability for proactive change readiness for Microsoft 365.
Monitor Microsoft Message Center signals and assess impact of updates.
Develop clear, timely staff guidance for Microsoft 365 changes.
Provide hands-on Level 3 support for Microsoft 365 and Adobe products.
Lead structured change readiness activities including impact assessments and staff communications.
Maintain a "what changed / what to do" knowledge base.
Explore AI agent–based workflows and Power Automate solutions for automation.
Partner with colleagues in the Microsoft Client Support team.
Maintain and support moderately complex systems software and hardware computer systems.
Actively monitor and respond to technical hardware and software problems.
Assist in managing overall system capacity.
Interface with vendor support service groups for escalation.
Contribute to the design, development, implementation, and maintenance of custom system software.
Install and maintain purchased systems software.
Configure and support hardware systems.
Produce and maintain documentation such as systems requirements, designs, resource inventories and plans.
Develop and maintain effective relationships with IT technical staff and management.