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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

IT Analyst, Maestro Care Systems Administrator

Build and support the technology foundation behind Duke Health's Epic environment.

This opportunity may be filled at Level 1 or Level 2 based on the selected candidate's education, relevant experience, technical proficiency, and demonstrated ability to perform the role. Both levels support reliable, secure, and resilient enterprise application infrastructure while developing as Epic Client Systems Administration professionals.

Position Overview

The IT Analyst, Maestro Care Systems Administrator, supports the administration, maintenance, monitoring, security, and optimization of the technical infrastructure supporting Duke Health's Epic environment. The position works across server, virtualization, application delivery, web, cloud, automation, monitoring, security, and disaster recovery technologies that enable reliable patient-care systems.

The scope of work is shared across both levels; independence, complexity, project leadership, and depth of subject matter knowledge increase at Level 2.

What You Will Do

Enterprise Systems Administration

Administer and support Maestro Care/Epic infrastructure technologies and associated platforms.

Configure, maintain, patch, upgrade, and optimize Epic environments according to Epic and organizational standards.

Support Microsoft Windows Server, virtualization, web services, application delivery technologies, certificates, service accounts, and related infrastructure components.

Maintain system configurations, lifecycle standards, technical documentation, and operational procedures.

Operations, Reliability, and Support

Monitor system health, performance, capacity, and availability; analyze trends and recommend improvements.

Respond to incidents, alerts, and escalations affecting Epic services.

Participate in root cause analysis, corrective action planning, and service restoration activities.

Participate in an on-call rotation and periodically support maintenance, upgrades, and critical incidents outside normal business hours.

Security and Resiliency

Implement security best practices, technical controls, security hardening, and vulnerability remediation.

Support audit, risk management, HIPAA, DUHS security, and applicable regulatory requirements.

Participate in disaster recovery planning, testing, failover, recovery, business continuity, capacity planning, and resiliency improvements.

Automation and Process Improvement

Develop and maintain PowerShell or comparable automation that reduces manual effort and improves system reliability.

Support configuration management and deployment processes.

Identify opportunities to standardize processes and improve operational efficiency.

Projects, Change, and Collaboration

Participate in Epic upgrades, implementations, infrastructure projects, and release planning activities.

Coordinate technical work across Epic application, infrastructure, cybersecurity, vendor, and operational teams.

Evaluate and implement technologies supporting Epic operations.

Share knowledge, support peers, and communicate technical issues and solutions to technical and nontechnical audiences.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or an equivalent combination of education and relevant experience.

Experience supporting Microsoft Windows Server or a comparable enterprise server platform.

Experience supporting enterprise infrastructure, application delivery, or highly available business systems.

Demonstrated ability to troubleshoot technical issues and document resolutions.

Ability to manage assigned priorities and communicate effectively with technical and nontechnical audiences.

Ability to successfully complete any Epic training and certification required for the assigned role following hire.

Preferred Qualifications

Previous Epic Client Systems Administration, Epic ECSA certification, or other Epic technical infrastructure experience.

Healthcare IT infrastructure or other mission-critical technology support experience.

Experience with Citrix, VMware, Microsoft IIS, Active Directory, Group Policy, Microsoft Azure, load balancing, storage, backup, or enterprise monitoring technologies.

PowerShell or comparable scripting and automation experience.

Experience with disaster recovery, vulnerability management, security hardening, change management, or ITIL service management practices.

Epic, Microsoft, Azure, VMware, Citrix, cybersecurity, or ITIL certification.

Master's degree in a related field.

Level 1 - Developing Analyst

The most common entry point for this career ladder. The Level 1 analyst works under direct supervision while building foundational knowledge of Epic infrastructure technologies and operational processes.

Performs routine system administration, monitoring, maintenance, and support activities using established procedures.

Completes assigned tasks and defined portions of larger projects.

Follows escalation processes and seeks guidance for complex or unfamiliar issues.

Builds technical competency, business knowledge, and familiarity with Duke Health operational standards.

Level 2 - Experienced Analyst

The Level 2 analyst works with limited supervision and applies subject matter knowledge to assigned technologies and workflows.

Performs complex troubleshooting and system administration activities.

Independently manages small to medium initiatives with minimal direction.

Serves as a technical resource to peers, customers, and cross-functional teams.

Leads technical efforts within assigned areas and implements operational improvements and automation opportunities.

Communicates IT issues and solutions effectively to technical and nontechnical audiences.

Work Environment

Participates in an on-call support rotation and responds to critical incidents and service interruptions as assigned.

Periodically supports scheduled maintenance, upgrades, and production activities outside normal business hours.

Works collaboratively across technical and operational teams supporting patient-care systems.

Work arrangements and location requirements are determined by department and organizational policy.

Ability to work at a computer for extended periods and participate in virtual and in-person meetings as required.

Ability to perform the essential functions of the position with or without reasonable accommodation.

Internal and External Applicants

This posting is written for both current Duke employees and external candidates. Internal applicants may bring knowledge of Duke Health operations, services, and culture. External applicants may bring transferable experience from healthcare, regulated, highly available, or other enterprise technology environments. Previous Epic experience is preferred but is not required when a candidate demonstrates strong enterprise systems administration, troubleshooting, communication, and learning capabilities.

The selected candidate may be hired at Level 1 or Level 2 based on the qualifications and level expectations described in this posting.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

IT Analyst - Maestro Care Systems Administrator - Level 1 or 2

About the role

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