The Systems Support Engineer I focus on problem resolution and specific systems while assisting across the Information Services department, and is responsible for troubleshooting incidents, executing planned update schedules, and maintaining systems performance and availability. • Work closely with technicians and the help desk team to provide level 2 support, diagnosis and incident resolution • Support network engineer on switching, LAN, WAN, and wireless issues for the site. • Lead support functions for our many clinics and their respective EMR systems (. optometry, dental, and acupuncture) • Plan and execute regular software and hardware updates • Create both internal and external documentation of our systems and processes • Regularly update and test the virtual desktop infrastructure master images • Assist with the deployment of new services for our community • Maintain, monitor, and update internal and external production and test systems • Represent the Systems Support Group and MCPHS in meetings with partners and vendors • Work with vendors and other third parties to resolve issues • Additional responsibilities may be assigned by the supervisor. • Travel among the three campuses may be required as needed. Requirements

Required: • Bachelor’s degree (Computer Science or related field) or equivalent related experience • 3+ years of systems experience in a domain environment • At least one industry technical certification (. Cisco CCNA, VMware VCP, Microsoft MCSE, • Additional ITIL, PMP, other process-related certifications a plus • Knowledge of VMware View, vSphere, vCenter, Veeam backup software, networking, Microsoft Server, Active Directory • Aruba networking experience preferred not required. • Desire to learn storage, networking, server and other pieces of our environment and a general willingness to help where needed • Valid driver’s license • Comfortable supporting our clinics including dental, optometry, acupuncture, and more • Familiarity with state and federal privacy regulations • Ability to adhere to the University's change management procedures • Ability to meet targeted SLA’s for incident and problem resolution via continued follow up with users and management • Organization skills to ensure the completion of assigned projects • Flexibility to manage multiple priorities in a fast-paced and dynamic environment • Strong communication and documentation skills including workflows, flowcharts, and Visio • Willingness to suggest improvements to our systems and procedures • Ability to work unsupervised and take the initiative to seek out other tasks needing completion • Desire to work collaboratively with other members of the team • Ability to provide immediate hands-on support across assigned campus as needed • Ability to participate in a 24x7x365 rotating on-call schedule Physical Requirements: • Ability to travel among all campuses (Worcester, Boston, and Manchester, NH) • Ability to lift 50 lbs. • Ability to be available for some after hours and weekend shifts