POSITION OVERVIEW

The Onsite Infrastructure Engineer will provide operational coverage for the Desktop Services technologies, including installing and maintaining Microsoft Windows end point hardware (laptops, desktops, VMs), supporting management technologies (Microsoft Defender for End Point, InTune, System Center) and standard software installation (MS Office, MS Teams, Zoom, browsers, soft phone, VPN client, security software and other NBME supported software). Participates in planning/completing upgrades, packaging software, maintaining and ordering hardware and software inventory, managing tech refresh process for staff, monitoring service performance, resolving incidents, responding to requests, service improvement initiatives and enhancing services based on customer feedback. This role is designated as Onsite.

Diversity, Equity, and Inclusion Statement

At NBME ®, we continue to innovate and improve how we fulfill the evolving needs of the health care community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come. We also continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, workplace culture, products and services, the Philadelphia community, and the broader medical education landscape.

Job Duties and Responsibilities

• Provide service and technology support to all NBME users. Respond and take action to resolve reported incidents and complete service requests. Manage equipment repairs with vendor, maintain the asset inventory database, and deliver requested equipment for office meetings.
• Install, configure, and manage desktop technologies on the 600 end point computers, including installation, packaging software, upgrades, and troubleshooting. Ensure all end points are reporting desktop-management systems.
• Participate in the end point computer technology refresh process, scheduling hardware replacement with customers, migrating data/software/configuration files, recovering, managing the asset inventory, and deleting the replaced computer.
• Design and integrate secure and scalable solutions into the organization's end point computer infrastructure based on business requirements. Ensure that projects designed in Desktop Services group meet required service availability, reliability, and security criteria according to the NBME policies.
• Keep systems documentation accurate and up to date. Generate user instructional documentation for newly delivered and upgraded services.
• Keep abreast of the current technologies. Make recommendations for changes to Desktop Services infrastructure that enhance service and help meet business objectives while maintaining adequate security.
• Assist and train Drexel co-ops in troubleshooting issues and timely ticket resolution.

Deliverables

• Consistently ensure the integrity, availability, and reliability of the IT Desktop Services infrastructure technologies. Continue to establish base line operating conditions for enterprise technologies. Regularly inspect the service ticketing system, reporting tools and logs for malfunctioning equipment, increased incident volumes, and other anomalies.
• Ensure that all new systems and services put in production throughout the organization conform to the standards developed in IT and conform to the NBME policies.
• Carry out all phases of project from business case development, requirement gathering, design planning, vendor selection, equipment testing, implementation and documentation. Pay particular attention to hardware and security details as they relate to product selection and implementation. Ensure all critical configurations and logs are backed up to meet recovery needs in the event of a hardware failure.
• Create and maintain accurate and up-to-date project tasks, architecture drawings and service documentation.
• Plan and deploy reliable, secure, scalable, high availability end point computer technologies. Ensure consistent standards and configuration issues related to installations and administration of systems including upgrades, patches, fixes, etc.

Skills and Abilities

• Minimum of 5-6 years applicable experience
• Skilled in a broad range of end point computer hardware and software technologies (Windows 11, desktop/VMs/laptop hardware, Microsoft Office 365 software, security management software).
• Ability to analyze wide range of complex enterprise-wide issues in providing end to end services, supporting staff working in the office and remotely.
• ITIL experience is a plus. Knowledge of Incident, Change, Problem and Service management frameworks is a must to be able to provide end to end service delivery required in the NBME environments.
• Excellent communication skills, capable of working with all level of NBME staff as well as external staff attending meetings in the office.
• A person in this job should have excellent communication and technical skills. Professional development such as interpersonal skills and technical skills are a must. Training and experience in appropriate technology (Microsoft Windows 11 and end point hardware management) are crucial in delivering quality services using technologies.

Education

Bachelor's degree or equivalent experience.

About NBME:

NBME offers a versatile selection of high-quality assessments and educational services for students, professionals, educators, regulators and institutions dedicated to the evolving needs of medical education and health care. To ensure our assessments meet the highest standards of quality, stay relevant and align to the current curriculum in medical schools and training programs, we rely on a wide network of collaborators. These include the volunteers who help develop our exam questions, the committees and panels who represent various groups within the medical education community, external researchers and health profession organizations.

We are committed to meeting the needs of educators and learners globally with assessment products and expert services such as NBME® Subject Examinations , Customized Assessment Services , Self-Assessment s, the International Foundations of Medicine ® Program and Item Writing Workshops . Together with the Federation of State Medical Boards, NBME develops and manages the United States Medical Licensing Examination® , which measures the ability to apply knowledge and skills that form the basis of safe and effective patient care. Our Competency-based Assessment unit is focused on new methods as well as the optimization of assessment in the workplace and education.

As a result of leadership in ongoing research, innovative measurement practices and the exploration of forward-thinking assessment modalities and improvements, NBME advances assessment science. Our grant and funding opportunities further support this dedication to medical education and assessment science. We help develop the next generation of assessment professionals through our Summer Psychometric Internship Program . Through the Stemmler Fund , Strategic Educators Enhancement Fund and Latin America Grants Program , researchers and educators can continue to improve the assessment of health care professionals around the world.

NBME views diversity, equity and inclusion (DEI) as foundational and enduring to our strategy and vision. We continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, culture, products and services, the Philadelphia community and the broader medical education landscape. Our commitment manifests in our hiring and staff development, recruitment for committees, grants programs, design and review of our assessments, and involvement in our local and national communities.

Learn more about NBME at NBME.org .

The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace.

NBME is an equal opportunity employer as defined by the EEOC.