Summary: Develop processes and procedures and drive process improvement for the creation, testing and deployment of Windows client server environments within the Netgain and Microsoft Azure platforms. Function as the primary escalation point for the Client Implementation Analyst group for more complex or new product deployments. Configure and deploy stand alone or hybrid managed services in client environments, ensuring all work complies with Netgain, HIPAA and SEC standards. Position may include scheduled time outside of normal business hours. Direct Report: This position reports to IT Manager of Cloud Operations. Essential Functions: - Design, build, test and deploy Windows Remote Desktop server environments inside of the Netgain infrastructure or in Microsoft Azure. Candidate must be able to do the following: - Utilize VMWare to provision, create and configure new application, remote desktop and special use servers or virtual workstations. - Allocate IP range to new client environment. - Build and deploy primary and secondary domain controllers. - Assess, install and configure client applications and technical solutions. - Create active directory structure and deploy within the client environment. - Work with and supervise vendor interactions for installations within the Netgain environment - Use and understand advanced Windows PowerShell commands. - Understand client workflows and provide technical direction and troubleshooting before, during and after full client implementation in the Netgain environment. - Configure and deploy stand alone or hybrid managed services in client environments, ensuring all work complies with Netgain, HIPAA and SEC standards. - Function as an escalation point for the Client Implementation Analysts for complex or new product deployments. Candidate must be able to do the following: - Provide timely and responsive support to requests for assistance. - Work with the Client Implementation Analysts to problem solve and/or craft creative solutions to complex issues where no solution exists. - Document and educate the Client Implementation Analysts on processes used and solutions deployed. - Stay at the forefront of leading IT systems and solutions and work with the Development team to determine what will be implemented within the Netgain environment. Continuously document, evaluate and drive maintenance and process improvement specifically within the Client Implementation environment. Candidate must be able to do the following: - Continually improve personal technical competencies and communication skills via research, articles and conferences. - Provide analysis of new technologies that could be leveraged by Netgain to positively impact the client implementation process and overall client satisfaction. - Suggest innovative and creative new ideas and ways of improving processes - Present information and educate the Client Implementation team on emerging technologies. - Establish and maintain accurate and appropriate knowledge base, procedure, and design documentation to the technical standards provided. - Lead and contribute to Research and Development projects as directed by Netgain management. - Assist in training and development opportunities for all Netgain employees and the surrounding community. - Participate in at least one technical committee to better understand and contribute to Netgain build, operation, migration, and disaster recovery standards. - Provide exceptional customer service to new and existing clients, vendors and internal Netgain staff. Candidate must be able to do the following: - Stay informed of and effectively communicate Netgain solutions to meet technical needs for new and existing Netgain clients. - Communicate issue/project progress and resolution to clients while focusing on client understanding, appreciation and participation in the problem-solving process. - Communicate issue/project status and critical procedural changes to Netgain management and other teams when appropriate. - Provide occasional incoming technical phone support, ticketing issues and escalating to appropriate Netgain teams, and/or Netgain management when necessary. - Actively work to expand personal technical and communications skills. Candidate must be able to do the following: - Actively participate and complete courses in the Continuing Learning Program. - Cooperate with other employees to create a trusting, honest, and productive work team. Required Skillsets: - Display strong work ethic, self-direction, logical thinking, and complete tasks with minimal supervision. - Display ability to work confidently and effectively prioritize tasks. - Display strong interpersonal and customer service skills. - Display strong written and verbal communication skills. - Continually strive to improve internal processes through automation, industry best practices, innovation, and effective ideas. Required Technical Proficiencies and/or Certifications: - 5+ years of experience in hands-on Systems Architecture/Engineering - Operational understanding of the installation, administration, monitoring, and modification of Microsoft Windows Server operating systems. - Operational understanding of various Microsoft technologies, including, but not limited to: Windows OS, Active Directory, Exchange, SQL Server, Remote Desktop Services, Azure, Office 365, DNS, and DHCP. - Operational understanding of building, configuring, and managing virtual machines via VMware vCenter. - Operational understanding of IP-based computer networking within LAN and WAN environments. Preferred Technical Proficiencies and/or Certifications: - Preferred experience in financial applications such as CCH (Wolters Kluwer) and/or QuickBooks. - Operational understanding of various Microsoft technologies, including, but not limited to: SQL, IIS, and Exchange - Operational understanding of Citrix technologies, including, but not limited to: XenApp, Secure Gateway, etc. - Operational understanding of automation concepts and languages, including, but not limited to: VBScript, PowerShell, Batch, etc. - Basic understanding of virtualization technologies, including, but not limited to: VMware, Microsoft Hyper-V, etc. - Basic understanding of various enterprise storage concepts, including, but not limited to: SAN, NAS, iSCSI, and Fibre Channel - Basic understanding of regulatory compliance, including, but not limited to: HIPAA, HI-TECH, SEC OCIE and PCI-DSS - Relevant Microsoft and/or Citrix certification
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