Lucile Packard Children's Hospital Stanford End User Engineer - IS Managed Services (1.0 FTE, Days) in Palo Alto, California

Information Technology

1.0 FTE, 8 Hour Day Shifts

Lucile Packard Children's Hospital Stanford is the heart and soul of Stanford Children’s Health. Nationally ranked and internationally recognized, our 311-bed hospital is devoted entirely to pediatrics and obstetrics. Our six centers of excellence provide comprehensive services and deep expertise in key obstetric and pediatric areas: brain & behavior, cancer, heart, pregnancy & newborn, pulmonary and transplant. We also provide an additional, wide range of services for babies, kids and pregnant moms.

Job Summary

This paragraph summarizes the general nature, level and purpose of the job.

The End User Engineer is responsible for application packaging, deployments, documentation, and release control in an Enterprise environment. They will also be responsible for image development and endpoint configuration. The End User Engineer will be measured on efficient package design and turnaround time, package saturation in the enterprise, identifying desktop patterns and implementing strategic solutions to address evolving business needs. This individual will ensure activities are executed in an efficient manner with the objective of increasing customer satisfaction and providing a stable, consistent work environment while supporting growth through service excellence. Employee is required to perform their regularly scheduled or established rotational work assignments at various locations to ensure consistent and adequate staffing support for IS end users.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).

  • Operating System Build Engineering and release management, unit testing, L3 technical support and root cause analysis.

  • Large scale application deployments and customizations for Mac environments

  • User Acceptance Testing GIT versioning control

  • Responsible for installation and maintenance of Organization Units and Group Policy Objects

  • Designs and configures of all Microsoft Exchange (email) environments, Windows file and print services and other services that are necessary to keep our End users operational 24x7

  • Designs and creates scripts to perform system administration functions such as monitoring procedures, OS and file system backups, statistical gathering, security monitoring, and alerting

  • Works independently with various vendors

  • Performs testing and Quality Assurance (QA) whenever software version upgrades are available to ensure system stability prior to deployment into our production environment

  • Work closely with other system administrators to design, configure, and test all mission critical business applications written in-house or other software layered products

  • Collects, analyze and interprets system performance data trends

  • Monitors system resources

  • Makes necessary changes to the operating system, registry parameters, file system structures, and security policies according to business needs and business process changes

  • Maintains comprehensive and up-to-date hardware and software documentation in all Production, Quality Assurance, and Development environments

  • Scripts software and security packages that are pushed to companywide desktop computers using technology we have within the infrastructure (SCM/ Kace)

  • Leads hardware and software problems to resolution

  • Develop and enforce processes needed to maintain operational stability

  • Is part of the on-call / after hour escalation support

  • Identify and organize day-to-day operation and maintenance tasks to ensure a secure a reliable computing environment

  • Ensures that service provided meets and/or exceeds established standards and if standards do not exists then this role will assist in the creation of them. Updates standards as needed

  • Design, test, deploy, and support a standardized desktop and laptop image consisting of the operating system and all supported applications

  • Establish and maintain procedures for the configuration and deployment of all personal computers, endpoints and peripherals

  • Document standards and procedures for information technology; including computer software and hardware, documentation, and databases within Information Services and other business departments where applicable

  • Ensure desktop security, including data integrity, file encryption and related hardware/software is in compliance with security policies.

  • Work with Client security teams to identify gaps in procedures/policies for improvement.

  • Document and manage the change management procedures for all desktop or infrastructure changes that are performed by the team

  • Project manage the fulfillment of customer initiatives/requests

  • Manage and support the infrastructure of ITSM (IT Service Management)

  • Assist in maintaining a multi-year Services Roadmap & Support Strategy for in-scope services

  • Engage with Information Services team members in at the hospital and Ambulatory/ Clinics in terms of systems and technologies, to drive innovation and advance the computing environment, and standardization.

  • Develop strategic analyses and share results with senior management

  • Provide end user support as needed and develop training material to enable user self-service.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor’s Degree in Business Management, Computer Science or related field

Experience: Five (5) years of progressively responsible directly related work experience.Minimum 4 years’ experience as a Desktop Engineering professionalMinimum 3 years’ experience with imaging tools and software packaging technologies

License/Certification: None

Knowledge, Skills, and Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

  • Knowledge of imaging (SCCM/MDT), patch management, endpoint protection (Anti-Malware & Encryption), scripting/automation, and software packaging technologies and processes.

  • Knowledge and understanding of Desktop operating systems methodologies (file system, registry, services, etc.), as well as system tools and remote desktop support.

  • Knowledge of Microsoft operating systems, software packages and products.

  • Knowledge of SCCM, SCSM and MDOP products.

  • Knowledge of Citrix, VMWare, App-V and other virtualization platforms.

  • Ability to provide Tier 3 support and root cause analysis of the Desktop environment.

  • Knowledge of Active Directory and Microsoft Server products.

  • Knowledge of networking technology and concepts.

  • Knowledge of one or more scripting languages.

  • Ability to use good judgment, problem-solving and decision-making skills.

  • Ability to gain, understand and apply information and data as it relates to Information Technology.

  • Ability to demonstrate high integrity, develop strong working relationships and build trust and confidence among peers and management.

  • Ability to provide technical consultations and presentations as needed.

  • Knowledge of Full Disk Encryption, FileVault or equivalent

  • Knowledge of Antivirus endpoint security solutions, Symantec Endpoint Protection or equivalent

  • Knowledge of VDI, Type 1 and 2 Virtualization, ESXi, Parallels, VMware Fusion, Virtual Box

  • Knowledge of Active Directory, LDAP

  • Knowledge of Mobile devices, Android or Windows

  • Knowledge of Microsoft Windows, SCCM application and OS deployment

  • Knowledge of Apple OS X and OS X Server (Version 10.11 and above experience required) and iOS

  • Knowledge of JAMF Casper or equivalent

  • Knowledge of Scripting Bash, Python, Perl or equivalent and XML

  • Ability to deliver global EUC change in an ITIL managed environment

Physical Requirements and Working ConditionsThe Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.