IT Desktop Engineer

Northwest Community Healthcare - Arlington Heights, IL3.0

30+ days ago
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

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.

NCH at a glance
Northwest Community Healthcare (NCH) is known for compassionate care and its convenient location. But it's our advanced technologies, clinical expertise and state-of-the-art facilities that offer the latest treatments and assure the care, comfort and safety of our patients and the community. NCH offers:
A 489-bed hospital, including 200 private rooms in the South Pavilion
Four Immediate Care Centers, located in Buffalo Grove, Lake Zurich, Mount Prospect and Schaumburg
Seven accessible outpatient imaging locations that provide advanced imaging technology
The Day Surgery Center, a same-day outpatient surgery center

Annually, NCH treats an average of 24,000 inpatients and conducts:
337,000 outpatient visits
43,000 home care visits
3,100 newborn deliveries
Approximately 18,000 inpatient and outpatient surgical cases, ranging from open heart surgery and joint replacement to neurosurgery and minimally invasive procedures

NCH provides our patients and community with safe, high quality care - and it shows. Here are a few of the many awards and designations we've recently achieved:
Magnet® Recognition for Nursing Excellence (The American Nurses Credentialing Center awards Magnet status to hospitals that exhibit exemplary patient outcomes and satisfaction, have impressive nurse-to-patient ratios, and attract and retain the best nursing staff.)
Healthgrades Patient Safety Excellence Award
The Joint Commission Gold Seal of Approval
2016 American Heart Association and the American Stroke Association "Get with the Guidelines Stroke Gold Plus Quality Achievement Award"

We are
4,000 employees including nurses, allied health professionals, administrative and support personnel
More than 1,000 physicians with offices throughout the northwest suburbs
NCH Medical Group, an employed physician group focusing on primary and specialty care
Approximately 800 volunteers providing more than 100,000 hours of service annually
Primary Location: United States-Illinois-Arlington Heights
Work Locations: Northwest Community Hospital 800 W Central Rd Arlington Heights 60005
Job: Office/Clerical
Shift: Day Job
Employee Status: Regular