IT Desktop Engineer at Northwest Community Healthcare in Arlington Heights, IL
Description Shift:
Full time, Days Reporting to the IT Support Manager and working in conjunction with other team members to plan, design and architect high quality computing solutions with an enterprise vision, including Windows, Macintosh and virtual environments. Ensures user accessibility, stability and security of all Northwest Community Healthcare (NCH) PC systems. Provides third level support and maintenance services for escalated user problems with on-site physical and virtual PC environments across the continuum. Responsible for overseeing NCH's lifecycle processes including the recommendation, deployment, standardization, maintenance and replacement of current and emerging PC technologies for NCH users according to agreed-upon standards. 1. Creates and deploys standardized desktop images as well as packaging/sequencing of desktop software, including security and patching utilizing a variety of tools. Maintains driver library. Uses Group/Local Policy, Windows registry and USMT to configure and migrate desktop systems. 2. Manages the physical and virtual desktop environment including resolution of highly complex third level desktop support issues. Investigates, troubleshoots, researches and determines root cause for system-related matters and workarounds. Develops and implements fixes or patches as required for all user departments and NCH locations. 3. In conjunction with the IT Support Manager, acts as a technical advisor to IT Management, Business Analysts and the NCH end user community to understand their current and future needs by researching and developing architecture specifications, business cases and project plans related to the deployment and maintenance of the organization's desktop hardware and software infrastructure. Leads the implementation of approved projects within established parameters to meet project timelines and end user requirements. Remains current on emerging and innovative technologies for end user computing. 4. Oversees, utilizes and maintains the organizations desktop management toolset for use in tracking desktop inventory, warranty and lifecycle management cradle-to-grave, and to ensure standardization of NCH's hardware and desktop environments. Responsible for communication between IT and NCH hardware vendors, including but not limited to the following:
Return to Manufacturer Authorizations (RMA), warranty repair, and other vendor repair programs in accordance with vendor program specifications and NCH standards. 5. Develops and implements standardized processes and procedures to meet technical and service needs, Service-Level Agreement (SLA) requirements and budgetary guidelines while following Information Technology Infrastructure Library (ITIL) Standards. Provides training and guidance on general and project related work for the desktop and service desk operations teams. Manages vendors engaged in desktop support services. 6. Develops lab testing plans for each application. Responsible for software releases, quality assurance plans, documents fixes and updates as developed. Escalates issues to software or hardware vendors as necessary. 7. Evaluates processes implemented for vulnerabilities, security standards and risks, including mobile device management. Set-up, manage and create security and profiles for the mobile workforce, including related toolsets. Develops operating procedures for security and overall MDM administration. 8. Adheres to all Northwest Community Hospital standards, policies and procedures. CB Qualifications 1.Bachelor's Degree in a computer-related field or equivalent system administration experience; MCSE preferred. 2. Minimum of five years' experience building, packaging, installing, deploying and repairing desktop software and hardware systems utilizing Active Directory, LDAP, Group/Local Policy, MDT, WinPE and packaging tools required. 3. Minimum of three years' experience working with Microsoft Windows 7, Macintosh OSX, Microsoft Office, browsers, anti-virus, and IT Service Management software, in an enterprise-wide organization required. 4. Minimum three years' experience in a user supported service-oriented environment required. Experience in patient care systems preferred. 5. Experience with scripting using PowerShell, VBScript, WiseScript, etc., is required. 6. Experience with identifying areas for improvement, such as ITIL, and project management is preferred. 7. Experience with enterprise desktop best practice security policies. 8. LANDesk Management Suite and Xen Desktop or equivalency preferred. 9. The communication skills to effectively provide positive customer service, handle difficult clients and situations in a professional and courteous manner, create reports and documents, and effectively present information in one-on-one and small group situations to customers, clients, other associates and management of Northwest Community Healthcare. 10. The organizational skills to prioritize and complete multiple concurrent assignments within stated timeframes. 11. The computer skills to identify troubleshoot and resolve end-user hardware, PC/Macintosh operating systems and networking issues. 12. The analytical skills to solve complex technical problems often in non-standardized situations and appropriately interpret rough written or oral instructions. 13. Ability to read, write and comprehend detailed instructions, short correspondence, technical documents and memos. 14. Ability to work a varied schedule and long hours during crisis situations as required. About Us Serving Chicago's northwest suburbs since 1959, we are an independent, not-for-profit healthcare system dedicated to providing outstanding care in the communities we call home. Our comprehensive, patient-centered system of care has dozens of locations throughout the area. Our award-winning care has been recognized on a national level. Some of our top awards include:
America's 250 Best Hospitals(TM) Award recipient for three years in a row from Healthgrades Magnet designation for nursing excellence, received consecutively since 2006 The Joint Commission's Gold Seal of Approval and Comprehensive Stroke Center designation Our team includes:
4,000 employees 1,200 physicians on staff 200 primary are and specialty physicians Annually, we treat an average of 20,000 inpatients and provide:
350,000 outpatient visits 76,000 emergency department visits 38,000 home care visits 2,700 newborn deliveries A growing healthcare system Over the years, we have continued to grow to meet the area's changing needs. Today, we're a world-class healthcare provider that combines compassionate care with a healing environment, cutting-edge clinical expertise and state-of-the-art facilities, including:
A 509-bed hospital, including the South Pavilion with 200 private rooms The William J. and Marian H. Busse Center for Specialty Medicine, an eight-floor facility housing physician offices, medical specialty services and advanced diagnostic technology A Level III NICU, Level II Trauma Center and a dedicated pediatric emergency department Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg Nine outpatient imaging locations that provide advancted pediatric emergency department Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg Nine outpatient imaging locations that provide advanced imaging technology, including MRI, CT, ultrasound, X-ray and 3D mammography 13 clinical laboratory sites in seven suburbs and at the hospital 33-bed acute inpatient rehabilitation unit and seven outpatient rehabilitation centers The Wellness Center, a premier health and fitness center and spa on the NCH campus A full-service, retail pharmacy on the hospital campus Primary Location:
United States-Illinois-Arlington Heights Work Locations:
800 W Central - Hospital 800 W Central Rd Arlington Heights 60005 Job:
Office/Clerical Shift:
Day Job Employee Status:
Regular
Salary Range:
$80K -- $100K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
Full time, Days Reporting to the IT Support Manager and working in conjunction with other team members to plan, design and architect high quality computing solutions with an enterprise vision, including Windows, Macintosh and virtual environments. Ensures user accessibility, stability and security of all Northwest Community Healthcare (NCH) PC systems. Provides third level support and maintenance services for escalated user problems with on-site physical and virtual PC environments across the continuum. Responsible for overseeing NCH's lifecycle processes including the recommendation, deployment, standardization, maintenance and replacement of current and emerging PC technologies for NCH users according to agreed-upon standards. 1. Creates and deploys standardized desktop images as well as packaging/sequencing of desktop software, including security and patching utilizing a variety of tools. Maintains driver library. Uses Group/Local Policy, Windows registry and USMT to configure and migrate desktop systems. 2. Manages the physical and virtual desktop environment including resolution of highly complex third level desktop support issues. Investigates, troubleshoots, researches and determines root cause for system-related matters and workarounds. Develops and implements fixes or patches as required for all user departments and NCH locations. 3. In conjunction with the IT Support Manager, acts as a technical advisor to IT Management, Business Analysts and the NCH end user community to understand their current and future needs by researching and developing architecture specifications, business cases and project plans related to the deployment and maintenance of the organization's desktop hardware and software infrastructure. Leads the implementation of approved projects within established parameters to meet project timelines and end user requirements. Remains current on emerging and innovative technologies for end user computing. 4. Oversees, utilizes and maintains the organizations desktop management toolset for use in tracking desktop inventory, warranty and lifecycle management cradle-to-grave, and to ensure standardization of NCH's hardware and desktop environments. Responsible for communication between IT and NCH hardware vendors, including but not limited to the following:
Return to Manufacturer Authorizations (RMA), warranty repair, and other vendor repair programs in accordance with vendor program specifications and NCH standards. 5. Develops and implements standardized processes and procedures to meet technical and service needs, Service-Level Agreement (SLA) requirements and budgetary guidelines while following Information Technology Infrastructure Library (ITIL) Standards. Provides training and guidance on general and project related work for the desktop and service desk operations teams. Manages vendors engaged in desktop support services. 6. Develops lab testing plans for each application. Responsible for software releases, quality assurance plans, documents fixes and updates as developed. Escalates issues to software or hardware vendors as necessary. 7. Evaluates processes implemented for vulnerabilities, security standards and risks, including mobile device management. Set-up, manage and create security and profiles for the mobile workforce, including related toolsets. Develops operating procedures for security and overall MDM administration. 8. Adheres to all Northwest Community Hospital standards, policies and procedures. CB Qualifications 1.Bachelor's Degree in a computer-related field or equivalent system administration experience; MCSE preferred. 2. Minimum of five years' experience building, packaging, installing, deploying and repairing desktop software and hardware systems utilizing Active Directory, LDAP, Group/Local Policy, MDT, WinPE and packaging tools required. 3. Minimum of three years' experience working with Microsoft Windows 7, Macintosh OSX, Microsoft Office, browsers, anti-virus, and IT Service Management software, in an enterprise-wide organization required. 4. Minimum three years' experience in a user supported service-oriented environment required. Experience in patient care systems preferred. 5. Experience with scripting using PowerShell, VBScript, WiseScript, etc., is required. 6. Experience with identifying areas for improvement, such as ITIL, and project management is preferred. 7. Experience with enterprise desktop best practice security policies. 8. LANDesk Management Suite and Xen Desktop or equivalency preferred. 9. The communication skills to effectively provide positive customer service, handle difficult clients and situations in a professional and courteous manner, create reports and documents, and effectively present information in one-on-one and small group situations to customers, clients, other associates and management of Northwest Community Healthcare. 10. The organizational skills to prioritize and complete multiple concurrent assignments within stated timeframes. 11. The computer skills to identify troubleshoot and resolve end-user hardware, PC/Macintosh operating systems and networking issues. 12. The analytical skills to solve complex technical problems often in non-standardized situations and appropriately interpret rough written or oral instructions. 13. Ability to read, write and comprehend detailed instructions, short correspondence, technical documents and memos. 14. Ability to work a varied schedule and long hours during crisis situations as required. About Us Serving Chicago's northwest suburbs since 1959, we are an independent, not-for-profit healthcare system dedicated to providing outstanding care in the communities we call home. Our comprehensive, patient-centered system of care has dozens of locations throughout the area. Our award-winning care has been recognized on a national level. Some of our top awards include:
America's 250 Best Hospitals(TM) Award recipient for three years in a row from Healthgrades Magnet designation for nursing excellence, received consecutively since 2006 The Joint Commission's Gold Seal of Approval and Comprehensive Stroke Center designation Our team includes:
4,000 employees 1,200 physicians on staff 200 primary are and specialty physicians Annually, we treat an average of 20,000 inpatients and provide:
350,000 outpatient visits 76,000 emergency department visits 38,000 home care visits 2,700 newborn deliveries A growing healthcare system Over the years, we have continued to grow to meet the area's changing needs. Today, we're a world-class healthcare provider that combines compassionate care with a healing environment, cutting-edge clinical expertise and state-of-the-art facilities, including:
A 509-bed hospital, including the South Pavilion with 200 private rooms The William J. and Marian H. Busse Center for Specialty Medicine, an eight-floor facility housing physician offices, medical specialty services and advanced diagnostic technology A Level III NICU, Level II Trauma Center and a dedicated pediatric emergency department Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg Nine outpatient imaging locations that provide advancted pediatric emergency department Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg Nine outpatient imaging locations that provide advanced imaging technology, including MRI, CT, ultrasound, X-ray and 3D mammography 13 clinical laboratory sites in seven suburbs and at the hospital 33-bed acute inpatient rehabilitation unit and seven outpatient rehabilitation centers The Wellness Center, a premier health and fitness center and spa on the NCH campus A full-service, retail pharmacy on the hospital campus Primary Location:
United States-Illinois-Arlington Heights Work Locations:
800 W Central - Hospital 800 W Central Rd Arlington Heights 60005 Job:
Office/Clerical Shift:
Day Job Employee Status:
Regular
Salary Range:
$80K -- $100K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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