Solution Architect

True North ITG - Chandler, AZ

The Solutions Architect - provides pre-sales support of product and services offerings as well as our current client base. This position must be able to assess customer needs and tailor customized solutions moderate to complex in nature to fit business needs. The Solutions Architect must be well versed in all market offerings in the identified area of expertise in order to fully meet customer expectations. Additionally, this position must be able to justify costs related to design, implementation, and training.

A Solutions Architect will typically be working at a customer site and is responsible for working closely with clients and cross-functional True North support teams to manage and maintain all technologies used by us and our clients. This position involves using both technology and business skills in support of our client’s systems. The position requires high-level networking skills, in-depth knowledge, and management for current industry operating systems, attention to detail, business intuition, excellent verbal and written skills, and the ability to professionally present ideas to all levels of the corporate structure. She/He is responsible for analysis and alignment of customer IT infrastructures with True North defined best practices. This person represents the front line of True North’s service arm, is fanatical about excellent customer service and is passionate about solving business problems with technology. CCNP, CCIE or equivalent networking experience required. Citrix and/or Healthcare IT experience preferred.

Essential Duties and Responsibilities:
Develop and maintain technical knowledge of assigned client environments
Perform regular, proactive service implementing best practices and standards
Minimize reactive issues through understanding and accurately applying existing proactive services
Ability to architect new systems, upgrades, enhancements: including (but not limited to) VOIP system deployments, VPN design/ implementation/troubleshooting, new Firewall deployments, MPLS deployments/upgrades, WAP deployments / advanced routing, etc
Drive the technical relationship with assigned clients
Identifies solution system constraints, scope, cost, risks, and value
Utilizes knowledge of architectural design and documentation
Creates, reviews, or evaluates technical bills of material
Creates, reviews, or evaluates solution quotes
Creates, reviews, or evaluates technical Scopes of Work
Creates, reviews, or evaluates technical Levels of Effort
Assist management with the creation of training materials and documentation
Ensure security and privacy of networks and computer systems
Receive escalations from other team member and/or lower tiers and act as a final escalation point for support issues
Manage and maintain Up-To-Date Client Documentation
Work with client’s Information Services staff, vendors and user community to maintain a fast, reliable and redundant EMR/PM environment.
Ability to implement software components relating to the Centricity CPS AND CEMR platform a plus
Document system processes and related maintenance steps to ensure system reliability

Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Provides leadership and technical mentorship
Collaborate with vCIO, Client Account Management, and Service Team to ensure excellent customer service
Escalate service issues that cannot be completed within agreed service levels
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Develop in‐depth knowledge of the service catalog and how it relates to customer needs
Document internal processes and procedures related to duties and responsibilities
Responsible for diligently entering all time and expenses in the ticketing system as they occur
Work through a daily schedule that has been established
Trouble-shooting modern networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless
Trouble-shooting multi-site Active Directory environments.
Trouble-shooting Microsoft Exchange environments.
Understand processes in True North’s PSA solution by completing assigned training materials.
Enter all work as service tickets into True North PSA solution.
Review IT publications and online materials to remain up‐to‐date with current and future technologies emerging in the industry
Assist management with the creation of training materials and documentation.
Ensure security and privacy of networks and computer systems

Knowledge, Skills, and/or Abilities Required:
Professional IT Certifications: CCNP or CCIE or equivalent experience, also helpful: MCSA, or MCSE, Citrix CCP-V, Citrix CCP-N, or VMware VCP
5+ years’ experience as an IT Administrator or similar position in a healthcare-centric support model.
5+ years with of GE CPS and/or CEMR, Setup, and Maintenance.
5+ years with VMware and Citrix/Xen App environments
Knowledge of current industry best practices and technologies in use
Exceptional communication skills
Excellent troubleshooting skills
Ability to adapt to changes quickly
Understanding of support tools, techniques, and how technology is used to provide IT services
Self‐motivated with the ability to work in a fast moving environment
The willingness to generate and maintain clear technical documentation and records
The ability to lift 50+ pounds
The capacity to learn existing and emerging technologies
The ability to provide technical support and problem resolution for unfamiliar software and hardware
Familiarity with ticketing systems or professional service automation tools
Ability to travel when needed
Ability to pass periodic mandatory drug testing and background checks
Professional appearance and behavior (appropriate dress, punctuality, tactfulness, etc.)
Ability to work evenings and weekends when required to meet project deadlines