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    Sr Infrastructure Support Engineer - Chicago, United States - Rush Oak Park Hospital

    Rush Oak Park Hospital
    Rush Oak Park Hospital Chicago, United States

    2 weeks ago

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    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 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

    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.
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