Azure Virtual Desktop Support Engineer

At the Center for Health Information and Analysis (CHIA), we serve as stewards of Massachusetts health data, employing multifaceted datasets and cutting-edge analytics to ensure transparency in our healthcare system. By joining CHIA as the Azure Virtual Desktop Support Engineer, you'll become emersed into one of the largest and most disparate collection of healthcare data in the Commonwealth and play a pivotal role in the stewardship and success of CHIA’s influential and essential healthcare analytics products. In this exciting role, you will use your expertise in the Azure Virtual Desktop environment to collaborate with other CHIA departments to constantly advance the use of the available tools and capabilities. At CHIA, we foster a flexible, collaborative environment, offering a hybrid model that balances in-person and remote work. Our hybrid model includes working from our vibrant Boston office at 501 Boylston Street for at least two designated days per week, with the flexibility to work remotely on others. Specifically, as the Azure Virtual Desktop Support Engineer, you will have the opportunity to:

Become the primary support personnel to support and administer the agencies, Azure Virtual Desktop, AVD environment.

Optimize, implement scaling plans and monitor CHIA’s AVD environment

Maintain well-defined documentation of the AVD environment

Analyze system performance indicators and recommend improvement actions for AVD based production configuration.

Help in organization and management of the business applications that are installed on the AVD

Install operating systems and software applications; patch systems to protect against viruses/malware specifically, build and patch Microsoft Windows OS desktop images.

Solicit the AVD user community for feedback on what their experiences are and make improvements where needed.

Install, configure, image deploy and troubleshoot devices, utilizing IT tools for remote management of desktops and laptops, track inventory, push patches and upgrades.

Provide user friendly, on-site, or remote support to all CHIA users.

Perform analysis, diagnosis and resolution of laptops, printers, LAN and other miscellaneous hardware equipment problems for end users.

Manage Azure Active Directory for Azure Virtual Desktop related systems

Here are the important qualifications we are looking for:

Advanced knowledge of Microsoft Azure/InTune/Azure Virtual Desktop environment.

5+ years of experience supporting Microsoft Operating Systems; preferably in a service desk environment with a help desk ticketing system and call queue.

Strong customer service focus, interpersonal skills and. time management skills.

Demonstrated ability of prioritizing assigned workload and the ability to manage high pressure situations effectively and in a timely fashion with minimum supervision.

Excellent written and oral communications skills.

Demonstrated knowledge of network and security protocols.

Excellent technical knowledge of PC hardware, and software, including, but not limited to, Microsoft Windows 11, Microsoft Office Suite, Microsoft Exchange (including O365 and Azure).

Experience with Active Directory account creation, password resets, distribution groups and other AD functions; Experience with group policy; managing and creating policies.

Strong working knowledge of network technologies such as Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN) and network protocols such as TCP/IP and network diagnostic tools and techniques.

Experienced in producing and maintaining user friendly documentation, and knowledge-based materials.

Bachelor’s degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience

CompTIA A+/Network

Comprehensive Benefits:

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards! (https://www.mass.gov/commonwealth-employee-benefits-and-rewards)

CHIA offers agency-specific flexible work and IT arrangements.

BARGAINING UNIT:06 NAGE TPL A

Salary is commensurate with experience

Salary Range $76,000 - $96,000.

Grade 14 -

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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