IT Field Services Technician

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Day (United States of America)

Ann & Robert H. Lurie Children's Hospital of Chicago

The IT Desktop Support Specialist position performs the same duties and responsibilities of the IT Desktop Support Analyst but has additional responsibilities in support of Data Center Operations. Therefore, this position has a dual nature that is unique relative to other Desktop Support personnel.

Desktop Responsibilities: maintenance of client systems [workstations (hardware, operating system and application software), printers, other peripherals, etc.], ensure user access to network application software, and provide primary support for desktop system network functions. This individual works with Information Management Application Specialists and Technology Analysts for the support and deployment of clinical, academic, and business desktop information systems needs.

Data Center Responsibilities: ensure that general Data Center operations, i.e. backups, interface monitoring, and other operational processes are performed per the Information Management Department procedures and policies. The position is also responsible for initial issue communication and coordination until relieved by on-call or other management directive. Duties will generally be carried out in a ‘lights out’ Data Center environment, i.e., no continual staff placement within the Data Center environment.

• Performs system backups, interface monitoring, and other Data Center operational processes as defined and per Information Management Department standards.
• Responsible for initial communication and coordination for Data Center issues until relieved by an on-call or management directive.
• Ensures the safety and physical security for the Data Center by following all safety directives and controls.
• Troubleshoots user issues, specifically problems in using client operating systems, client and server applications, peripherals, and network connectivity.
• Performs daily problem ticket resolution and/or updates to tickets associated with end user issues.
• Participates in project tasks as required.
• Participates in the deployment of client hardware and software, as assigned.
• Performs and/or verifies periodic preventative maintenance for user computer and peripheral equipment.
• Assists in the update and maintenance of client computer asset inventory records including, but not limited to, tools provided by the technical services team.
• Assumes on-call responsibility per the schedule.
• Resolves unsafe conditions related to computer peripheral equipment and reports unresolved unsafe conditions to IM management.
• Promptly notifies IM management regarding breaches of hospital or department policy regarding the use of hospital computing equipment (hardware and software).

• Associate’s Degree in Information Systems/Technology (or equivalent work experience).
• 1-3 years experience in a corporate/enterprise desktop client environment with expertise in comprehensive knowledge of Microsoft Windows client operating systems (Windows Workstation 2000/XP Professional, etc.) and Microsoft Office (XP/2003).
• Experience in working with systems and applications in a Microsoft Windows client/server environment.
• Experience in working with systems in a Citrix/Thin Client computing environment.
• In-depth knowledge and experience with desktop deployment technology – Microsoft SMS, Altiris.
• Programming or scripting skills necessary to assist in client deployment technologies.
• 1-3 years experience in an enterprise Data Center Operations role with expertise in console commands and operations for at least one UNIX operating system variant (HP-UX highly desired), server backup and…