Job DescriptionLocation: Chicago, ILHospital: RUSH University Medical CenterDepartment: IT Customer Support ServicesWork Type: Full Time (Total FTE between 0.9 and 1.0)Shift: Shift 1Work Schedule: 8 Hr (9:00:00 AM - 5:00:00 PM)Summary:Provide outstanding customer support for end-user computing environment. Demonstrates advanced knowledge of best practices and follows documented processes and procedures in facilitation of service recovery, refresh, maintenance, moves and various other project related activities. Effectively initiates and facilitates collaboration with immediate peers, vendors, customers, and all levels of Information Service staff. Utilizes IT Service Management and project management systems to document and record all activities associated with client requests and incidentsResponsibilities:
Design, manage and support of complex desktop applications, operating systems and components with minimal supervision
Manage multiple projects and upgrades simultaneously delivering within established guidelines and costs using both internal and external resources
Management and support of all desktop enterprise solutions for operating systems, standard desktop imaging, patch management, Anti-virus and software distribution
Provides customer support and incident remediation both on-site and via remote access
Effectively coordinates support tasks and activities in accordance with customer’s schedule
Assists with Level-1 Help Desk operations, and other Information Services teams with tasks and maintenance when needed
Demonstrates a sense of urgency and knows when to escalate 3rd-level incidents, following appropriate processes and procedures
Contributes standard formatted documentation to knowledge base
Maintains required and personal training and development plans
Required Job Qualifications:
Bachelor’s degree with a focus in Engineering, Mathematics, or Science
Six years’ experience working in field services or desktop engineering required
Comprehensive knowledge of PC operating systems, printing, networking and application support
Ability to work some nights and weekends and on call as required
Excellent problem-solving skills
Strong written and oral communications skills, and ability to demonstrate outstanding customer service
Experience using ticket tracking systems
Extensive knowledge and application of IT concepts, procedures and methodologies
Self-motivated, goal oriented and to work independently
Ability to adapt in a changing service environment
Positive can-do attitude and willingness to perform routine and repetitive tasks
Provide remote site support when needed
Provide Project Management on supported Departmental Information Service initiatives
Preferred Job Qualifications:
Experience with MECM-SCCM - Creating packages, Advertisements, Queries, Collection
Experience with WSUS - Patch management and distribution
Experience with Active Directory - Group Policy Management, Users and Groups
Experience with Application Packaging - Citrix Application Profiler, App-V, Wise Package Studio, Admin Studio, ORCA
Expertise in mobile tools and applications such as JAMF, Azure Intune, AirWatch, Duo and Email
Experience in Scripting - Windows Powershell, SMS, VBscript, Batch/Command, and WISE (Active Directory management and large repeatable tasks will often be scripted)
Experience with Windows Imaging process and image creation - Microsoft MDT 2013, Windows 7, Win 7 Embedded, Windows 10, Win IOT, and WAIK
Experience with HP Thin Clients (HP Device Manger) and Citrix Desktop Lock
Experience with roaming profiles (Citrix Profile Management) and folder redirection (DFS namespaces and replication), In-depth understanding of User's Profile structure
Experience with Application Publishing and distribution through XenApp 6.5/7.12 (hosted, streamed) and how Citrix receiver interacts with XenApp/XenDesktop
Experience with Citrix PVS, High Availability, vDisk Replication, Load balancing
Experience with VMWare - Template Creation, VM Creation
Experience with Citrix Desktop Studio (XenDesktop 5.6/7.12) to manage VMs, how it interacts with the Hypervisor (VMWare in our case) and Citrix PVS
Experience with VMWare AirWatch and Workspace One for managing mobile devices
Physical Demands: Capable of lifting 75lbsRush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.Position Sr Infrastructure Support EngineerLocation US:IL:ChicagoReq ID 8025
Full-time