ESSENTIAL FUNCTIONSThe implementation half of the role is part project coordinator, accountable for schedule, dependencies, readiness, and stakeholder communication, and part on-site technical resource, accountable for the staging, configuration, installation, migration, and cutover work at client locations.
The support half makes the Implementation Engineer the ongoing subject matter expert for the products and services it deploys. This includes escalation support for issues the Service Desk and Desktop Support teams cannot resolve, post-go-live configuration changes, upgrades and maintenance of implemented platforms, and continuous improvement of the standards and documentation those teams rely on.
Implementation Planning & Project Coordination - Own the implementation plan for assigned projects, including scope confirmation, task sequencing, milestones, dependencies, and target dates.
- Maintain the project schedule, task assignments, and status in the project tracking system, and keep it current enough to be relied on.
- Run recurring project checkpoints with client and internal stakeholders, and publish status, decisions, open items, and next steps after each one.
- Maintain a risk and issue log, coordinate assigned technical resources and third-party vendors against the schedule, and drive blockers to closure.
Requirements, Readiness & Design Confirmation - Gather and document client requirements, current-state environment detail, and workflow constraints ahead of deployment.
- Confirm site readiness, including power, cabling, rack and closet space, circuit delivery, and physical access, and identify gaps early.
- Validate that the scoped solution matches the environment, raise discrepancies before work begins, and document configuration decisions and any deviation from standard.
On-Site Technical Deployment - Stage, configure, image, and deploy endpoints, peripherals, network equipment, and site infrastructure at client locations.
- Execute installations, migrations, and cutovers according to the approved plan and change window, including after-hours and weekend windows.
- Perform testing and validation against defined acceptance criteria, and resolve or escalate defects before go-live.
- Support new location openings, relocations, expansions, and acquired practice onboarding through go-live.
Go-Live, Training & Transition - Provide hands-on go-live and early-life support at the site, and remain available through the stabilization period.
- Deliver end-user orientation and enablement sessions tailored to clinical, operational, and administrative users.
- Produce complete as-built documentation, configuration records, and asset records for each deployment.
- Transition routine support to the IT Manager, Desktop Support, and Service Desk teams with the documentation and known-issue detail they need, while retaining escalation ownership for the implemented solution.
Ongoing Support & Escalation - Serve as the subject matter expert and escalation point for the products and services this role implements.
- Resolve escalated incidents and service requests that exceed the scope of the Service Desk and Desktop Support teams.
- Perform post-go-live configuration changes, upgrades, patching, and platform maintenance through the change management process.
- Support recurring health checks, optimization reviews, and client-requested enhancements to previously deployed solutions.
- Balance project commitments against an active support queue, and communicate clearly when the two conflict.
Standards, Quality & Continuous Improvement - Contribute to implementation SOPs, playbooks, checklists, runbooks, and training materials that support teams rely on.
- Identify recurring deployment and support problems, and propose changes to standards, tooling, or sequencing.
- Follow HIPAA requirements and Hopper security standards throughout deployment and support, including data handling, device disposal, and access provisioning.
EDUCATION - Associate's or bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent professional experience will be considered.
- CompTIA A+ or Network+ and Microsoft 365 or Azure certifications preferred.
- CAPM, ITIL Foundation, or an equivalent project or service management credential preferred.
EXPERIENCE - Three or more years of experience in IT implementation, deployment, field engineering, or technical project coordination.
- Experience coordinating multiple concurrent projects against schedules, milestones, and defined deliverables.
- Hands-on experience deploying endpoints, network equipment, and site infrastructure in live production environments.
- Experience providing escalated technical support for systems the individual deployed or configured.
- Experience executing after-hours cutovers and migrations with rollback planning, and coordinating third-party vendors, carriers, and cabling contractors.
- Healthcare experience strongly preferred, including clinic, procedural, or ASC deployments.
REQUIREMENTS - Valid driver's license, reliable transportation, and willingness to travel to client locations, including overnight travel.
- Ability to work after-hours, weekend, and holiday change windows to avoid disruption to clinical operations.
- Ability to carry project commitments and an active support queue at the same time, and to prioritize between them transparently.
- Ability to own project commitments and coordinate resources without direct authority over them.
- Position is based in the United States and supports United States locations. Legal authorization to work in the United States without employer sponsorship is required.
KNOWLEDGE - Implementation, deployment, and ongoing support lifecycle practices for IT products and managed services.
- Endpoint deployment, imaging, and configuration management, including Intune.
- Networking fundamentals, including switching, wireless, VLANs, circuits, and structured cabling.
- Microsoft 365 and Azure tenant and workload deployment and administration.
- Project coordination and IT service management practices covering scheduling, dependency management, change control, risk and issue tracking, incident and problem management, and status reporting.
- HIPAA requirements and healthcare data privacy considerations as they apply to deployment and support work.
SKILLS - Strong coordination and organizational skills across concurrent implementations and an active support queue.
- Strong hands-on technical skills across endpoints, peripherals, network equipment, and site infrastructure.
- Strong written communication, including status reporting and as-built documentation.
- Strong verbal communication across clinical, operational, technical, and executive stakeholders.
- Strong troubleshooting skills under time pressure during an active cutover or a client outage.
ABILITIES - Ability to move between project coordination, hands-on deployment, and support work as the day requires.
- Ability to hold a schedule and a change window when conditions on site are not ideal.
- Ability to identify risks early and escalate them with a recommended course of action.
- Ability to build trust with client staff, vendors, and internal technical teams.
- Ability to adapt to evolving requirements and unfamiliar client environments.
ENVIRONMENTAL WORKING CONDITIONS - Clinical, ambulatory surgery center, data closet, and office environments at client locations
- Regular travel required, including overnight travel
- Requires after-hours, weekend, and holiday work during change windows and for escalated support events
PHYSICAL/MENTAL DEMANDS - Requires sitting and standing associated with a normal office environment.
- Manual dexterity using a mouse and computer keyboard.
- Requires lifting, carrying, and positioning of computer and network equipment, ladder use, and work in server rooms, network closets, and under desks.
ORGANIZATIONAL REQUIREMENTS - HOPCo Mission, Vision and Values must be acknowledged and adhered to
- Must complete all required annual training for HOPCo
This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.
