Job Description

Title: IT Systems Engineer

Location(s): Must be willing and able to travel to the following locations:

• 1111 Leffingwell Ave. NE, Grand Rapids, MI 49525
• 555 MidTowne NE, Grand Rapids, MI 49503
• 1980 Metro Court, Suite 100, Wyoming, MI 49519
• 5651 Byron Center Ave. SW, Suite 104, Wyoming, MI 49519
• 2520 Burton St. SE, Grand Rapids, MI 49546
• 705 South Greenville West Drive, Suite 102C, Greenville, MI 48838

Hours: Full-Time

Work Environment: Onsite

Position Summary

The IT Systems Engineer is responsible for supporting the availability, security, reliability, and performance of the technology systems used throughout Orthopaedic Associates of Michigan. This position serves as the primary technical escalation point above the Help Desk, combining Tier 2 incident ownership with hands-on administration and support of OAM's core technology platforms.

The IT Systems Engineer provides technical administration and support across servers, virtualization, identity and access management, Microsoft 365, Citrix, networking, endpoints, security tools, backups, and business-critical clinical and administrative applications. The position is responsible for taking ownership of complex technical incidents from initial investigation through resolution, identifying and correcting recurring causes, documenting solutions, automating repeatable work, and contributing to infrastructure and application projects.

The IT Systems Engineer works closely with Help Desk team members, IT leadership, vendors, and operational stakeholders to maintain reliable technology services and protect patient care and business continuity. The position requires the ability to troubleshoot across multiple technical layers, effectively communicate the operational impact of technology issues, and maintain accountability through resolution and validation.

This is a full-time, on-site position requiring travel between OAM locations. Standard business hours apply; however, after-hours and weekend maintenance, incident response, and on-call participation may be required to support operations.

Supervision

This position has no direct reports. The individual is expected to serve as a departmental leader and trusted resource, fostering collaboration, mentoring peers, and supporting the team's success through influence, expertise, and effective communication.

Essential Responsibilities

• Serve as the primary technical escalation point above the Help Desk for complex technology issues.
• Own Tier 2 and selected Tier 3 escalations involving operating systems, user access, application connectivity, remote access, performance, printing, interfaces, and other business-critical services.
• Troubleshoot issues across the full technology service path, including endpoints, networks, identity, servers, applications, and external vendors.
• Take ownership of assigned incidents from initial investigation through resolution, validation, documentation, and closure.
• Restore technology services efficiently while clearly communicating issue status, business impact, anticipated next steps, and resolution.
• Perform root-cause analysis for recurring or high-impact incidents and implement durable corrective actions when appropriate.
• Participate in after-hours maintenance, incident response, and on-call rotation as assigned.
• Administer and maintain Windows Server environments within assigned areas.
• Administer and support Active Directory, Group Policy, DNS, DHCP, file services, certificates, service accounts, and related infrastructure.
• Support Microsoft 365 and Entra services, including identity and access, Exchange, licensing, collaboration tools, and applicable security settings.
• Support virtualized and remote-application environments, including VMware and Citrix components.
• Monitor and maintain virtual infrastructure, session health, server or image maintenance, and capacity as applicable.
• Monitor system health, event logs, scheduled jobs, services, storage, backups, and performance trends.
• Proactively identify and address technology issues before they result in significant service disruptions.
• Plan and execute system patching, upgrades, configuration changes, and lifecycle replacements utilizing documented change-management and rollback procedures.
• Utilize PowerShell or other approved tools to automate repeatable administrative activities, improve accuracy, and reduce unnecessary manual work.
• Support switching, wireless networks, firewalls, VPNs, internet connectivity, voice systems, and connectivity between OAM locations in coordination with internal team members and external partners.
• Assist with deployment and maintenance of servers, storage, backup systems, endpoints, and network infrastructure across OAM locations and hosted environments.
• Provide advanced technical support for clinical and administrative applications.
• Coordinate with application owners and external vendors when troubleshooting or resolution crosses organizational or technical boundaries.
• Maintain accurate technology inventories, system diagrams, configuration records, vendor and support contacts, and dependency documentation for assigned systems.
• Evaluate proposed technology solutions for operational fit, supportability, security, and total cost of ownership.
• Apply least-privilege access principles, secure configuration standards, patching, logging, and change-control practices in daily system administration.
• Support vulnerability remediation and other activities designed to reduce organizational technology and cybersecurity risks.
• Support endpoint and identity security protections, audit requests, incident-response activities, and security-awareness initiatives.
• Safeguard Protected Health Information (PHI) and other confidential information in accordance with HIPAA, organizational policies, and applicable contractual requirements.
• Immediately escalate suspected security events, significant system risks, and technology issues with potential patient-care impact through established channels.
• Validate backup processes and participate in testing backup restoration and recovery procedures.
• Participate in disaster-recovery and business-continuity testing.
• Maintain technical procedures and documentation necessary to restore critical technology services.
• Lead small to mid-sized technical projects and manage assigned workstreams within larger technology initiatives.
• Support project planning, testing, implementation, communication, and post-change validation.
• Create and maintain clear and accurate technical documentation, standard operating procedures, knowledge articles, recovery procedures, and support handoffs.
• Document technical solutions in a manner that allows repeatable issues to be resolved efficiently by appropriate Help Desk or IT team members.
• Mentor Help Desk team members and share effective troubleshooting techniques and technical knowledge.
• Partner professionally with clinicians, operational leaders, vendors, and other IT team members.
• Translate complex technical issues into clear explanations of practical business, operational, and patient-care impact.
• Identify opportunities to improve system reliability, security, user experience, and operational efficiency.
• Develop and communicate actionable recommendations for technology improvements to IT leadership.
• Maintain awareness of assigned technologies and changes that may affect the organization's technology environment.
• Perform other duties or functions as assigned.

Required & Preferred Qualifications

Education, Training, and Experience:

• Required:
  • Three or more years of progressively responsible IT support, systems administration, infrastructure, or related technology experience.
  • Demonstrated experience taking ownership of escalated and complex technical issues.
  • Practical administration experience with Windows desktop and server operating systems.
  • Experience with Active Directory, Group Policy, DNS, DHCP, and core TCP/IP concepts.
  • Experience supporting Microsoft 365 and cloud identity services such as Entra ID.
  • Working knowledge of virtualization technologies.
  • Working knowledge of remote access or application-delivery technologies.
  • Experience supporting backup, monitoring, endpoint management, and related infrastructure technologies.
  • Experience using PowerShell or another scripting language for system administration and automation.
  • Demonstrated ability to troubleshoot methodically across multiple technical layers and document findings and resolutions.

• Preferred:
  • Associate or bachelor's degree in Information Technology, Computer Science, or a related field.
  • Experience supporting healthcare, clinical, or another regulated environment.
  • Hands-on experience with VMware.
  • Hands-on experience with Citrix.
  • Experience with Fortinet, Cisco, or HPE networking technologies.
  • Experience supporting enterprise storage, backup platforms, or centralized monitoring tools.
  • Experience supporting Exchange and hybrid identity or messaging environments.
  • Experience with endpoint security and mobile device management.
  • Experience supporting multi-site technology infrastructure.
  • Relevant Microsoft, VMware, Citrix, Cisco, Fortinet, CompTIA, or security certification.

*An equivalent combination of education and experience may be considered.*

Specific Skills, Knowledge, and Abilities:

• Strong knowledge of Windows desktop and server operating systems.
• Strong working knowledge of Active Directory, Group Policy, DNS, DHCP, and TCP/IP networking concepts.
• Knowledge of Microsoft 365 and cloud-based identity and access management.
• Working knowledge of virtualization, remote application delivery, backup, monitoring, endpoint management, and related infrastructure technologies.
• Ability to troubleshoot complex technology issues across endpoints, networks, identity, servers, applications, and vendor-supported systems.
• Strong analytical, critical-thinking, and problem-solving skills.
• Ability to identify root causes rather than addressing symptoms in isolation.
• Ability to appropriately prioritize incidents based on operational impact, business continuity, security, and potential patient-care implications.
• Ability to take ownership of complex issues and maintain accountability through resolution and validation.
• Strong understanding of technology security principles, including least privilege, secure configuration, patching, logging, and change control.
• Understanding of HIPAA requirements applicable to technology systems and Protected Health Information.
• Knowledge of backup, recovery, disaster-recovery, and business-continuity principles.
• Ability to use PowerShell or other scripting and automation tools to improve operational efficiency and accuracy.
• Ability to develop and maintain clear technical documentation, procedures, diagrams knowledge articles, and recovery instructions.
• Ability to effectively evaluate technology solutions for reliability, security, supportability, operational fit, and total cost of ownership.
• Strong project-management and organizational skills with the ability to manage assigned technical projects and project workstreams.
• Strong verbal and written communication skills.
• Ability to explain complex technical issues in clear and understandable language to nontechnical users and organizational leaders.
• Strong customer-service orientation and ability to provide effective support in an environment where technology downtime may affect patient care.
• Ability to communicate professionally and collaborate effectively with physicians, clinicians, administrative team members, operational leaders, vendors, and other IT professionals.
• Ability to mentor and provide technical guidance to Help Desk team members.
• Strong attention to detail, organization, judgment, accountability, and follow-through.
• Ability to manage multiple priorities and respond effectively to changing operational needs.
• Ability to work independently while collaborating effectively as part of the IT team.
• Ability to maintain confidentiality of patient, employee, physician, business, and organizational information.
• Commitment to maintaining the reliability, security, and availability of technology systems supporting OAM operations.

Motor, Sensory, and Physical Requirements:

• Ability to sit and/or stand for prolonged periods of time.
• Ability to work in office, clinical, and technology-equipment environments.
• Manual dexterity required to operate computers, communication systems, diagnostic tools, and other technology equipment.
• Normal or correctable range of hearing and