Systems Engineer 2

Provides onsite technical support for end-user computing, hardware, software, business applications, telecommunications, and network connectivity in a patient-centered healthcare environment. Ensures reliable technology services through effective troubleshooting, systems maintenance, and responsive customer support, minimizing disruptions to clinical operations and patient care.

As a member of the Technology Team in Prescott, Arizona, the Systems Engineer provides onsite and first-level phone and in-person technical support to clinicians, operational staff, internal employees, and support partners.

The role focuses on installing, configuring, maintaining, and troubleshooting desktops, laptops, mobile devices, operating systems, business applications, peripherals, telecommunications, and basic network connectivity. Responsibilities include workstation provisioning, imaging, deployment, software upgrades, patching, user access administration, and telecommunications moves, adds, and changes (MAC work).

The engineer performs routine systems administration, monitors system performance, supports backups and recovery activities, and resolves standard technical incidents. Working with minimal to moderate guidance, the engineer documents resolutions, escalates complex issues, and collaborates with cross-functional teams to maintain service reliability.

In this patient-centered healthcare environment, the engineer delivers exceptional customer service with empathy, urgency, and professionalism, helping clinicians and caregivers maintain safe, efficient, and high-quality patient care.

Key Responsibilities

System Installation & Configuration - Software Administration:

• Maintain operating systems, support internal business applications and middleware, and monitor system performance, capacity, and application health.

System Installation & Configuration - Installation and Configuration:

• Install, configure, image, deploy, upgrade, and maintain desktops, laptops, mobile devices, servers, and related software.
• Support workstation connectivity, printers, peripherals, hardware provisioning, backups, and telecommunications moves, adds, and changes (MAC work).

System Installation & Configuration - Identity & Access Management:

• Administer user access privileges with minimal guidance, monitor access activity, and assist with identity-related issues.

Service Lifecycle Management - Batch Processing:

• Monitor batch processing, support job configurations and dependencies, and escalate processing issues.

Service Lifecycle Management - Security Maintenance:

• Maintain secure computing environments, monitor security anomalies, and implement scheduled or emergency patches and updates.

Service Lifecycle Management - System & Security Improvements:

• Implement guided improvements to system performance, reliability, and security.

Incident Management & Support - Incident Management:

• Support incident identification, investigation, escalation, and resolution, collaborating with technical teams to minimize service disruptions.

Incident Management & Support - Technical Support:

• Provide onsite and first-level phone and in-person support for hardware, software, applications, telecommunications, and network connectivity.
• Troubleshoot and resolve standard technical issues, manage support tickets, document resolutions, and escalate complex incidents.
• Deliver empathetic, responsive customer service to clinicians, staff, and operational teams.

Incident Management & Support - Backups and Disaster Recovery:

• Support backup, restore, and disaster recovery activities, including preparedness testing.

Communication & Documentation - Technical Communication:

• Communicate technical issues and resolutions clearly to technical and nontechnical users, collaborating with support partners and resolving groups.

Communication & Documentation - Documentation & Reporting:

• Maintain accurate incident records, system configurations, procedures, and operational reports.

Additional Responsibilities (as needed)

Cloud Infrastructure Support:

• Collaborate with DevOps and SRE teams on infrastructure support, CI/CD activities, patching, and upgrades with guidance.

Automation:

• Troubleshoot standard automation tools, agents, integrations, and cloud-related support issues., * Customer Service: Identifying and resolving customer needs professionally, diplomatically, and empathetically.
• Technical Support: Troubleshooting hardware, software, operating systems, applications, and connectivity issues.
• Systems Administration: Workstation configuration, deployment, maintenance, patching, and user access support.
• Incident Management: Ticket documentation, issue resolution, escalation, and coordination with technical teams.
• Communication & Collaboration: Clear communication with clinicians, operational staff, technical teams, and support partners.

Core Responsibilities

Planning & Execution:

• Tracks timelines with minimal supervision, ensuring work is completed in a timely manner and is in alignment with project requirements.
• Prioritizes and adjusts work as resources or timelines change, with some guidance.

Collaboration & Partnership:

• Collaborates within a team to better understand expectations and achieve shared objectives.
• Leverages a foundational understanding of business, stakeholder, and/or customer needs to build partnerships with limited guidance.
• Actively listens and asks questions to enhance collaboration.

Problem Solving:

• Identifies and addresses issues, escalating problems to senior staff as needed in accordance with standard procedures.
• Compiles and reviews data and/or information from multiple sources to troubleshoot standard and non-standard errors.

Continuous Learning:

• Seeks opportunities to gain knowledge and learn new skills and/or tools aligned with industry trends and best practices.
• Utilizes feedback and training to improve skills.
• Participates in a culture of continuous learning and knowledge sharing.

Continuous Improvement:

• Implements updates to processes, protocols, and workflows to increase efficiency and effectiveness as directed with some guidance.
• Contributes to ideation for future process improvements.

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True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

• Relevant experience in computer network administration, database management, systems architecture, systems administration, or a related technical field.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, with at least 1 year of relevant experience in one of the technical fields listed above

Preferred experience:

• Bachelor’s degree in a related technical field, with at least 2 years of relevant experience.
• Master’s degree in Information Technology, Computer Science, Engineering, or a related field., * Experience supporting desktops, laptops, operating systems, business applications, and end-user computing environments.
• Knowledge of workstation installation, configuration, imaging, software updates, network connectivity, and telecommunications.
• Ability to troubleshoot technical issues, document resolutions, and coordinate escalations.
• Strong customer service, communication, and problem-solving skills.
• Familiarity with IT service management and ticketing systems preferred.
• Healthcare IT support experience preferred.