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    Sr Infrastructure Support Engineer - Chicago, United States - Rush University

    Rush University
    Rush University Chicago, United States

    3 weeks ago

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    Description

    Job Description

    Location: Chicago, IL

    Hospital: RUSH University Medical Center

    Department: IT Customer Support Services

    Work Type: Full Time (Total FTE between 0.9 and 1.0)

    Shift: Shift 1

    Work 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 incidents

    Responsibilities:

    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 customers 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:

    Bachelors 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 75lbs

    Rush 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 Engineer

    Location US:IL:Chicago

    Req ID 8025

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