Technical Support Engineer- Full time

The Technical Support Engineer will support the Shirley Ryan AbilityLab’s end user computing infrastructure through the management of desktops, laptops, tablets, connected medical equipment, IP phones, smartphones, and all associated peripherals. Provides “Tier 2” hardware and software support for users of computing and clinical device platforms and provides tier-2 phone support for callers to the Help Desk. Provides primary support of the IT configuration of connected medical equipment, including PACS workstations, nurse call components, health monitors, medication cabinet computers, label printers, medication administration PDAs, smartphone apps, etc.

The Technical Support Engineer will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The Technical Support Engineer will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, & Commitment to Excellence) while fulfilling job duties.

Principal Responsibilities

1. Provides in-person support to end users and individual departments/clinics.


2. Manages and maintains end user devices including desktops, laptops, tablets, connected medical equipment, IP phones, smartphones, and all associated peripherals


3. Provides second tier end-user support via telephone in ACD Help Desk Environment.


4. Provides primary desktop and IT support to executive team.


5. Provides primary support for the IT configuration of connected medical equipment.


6. Assists systems and network engineers on infrastructure projects as needed.


7. Participates in network maintenance and support activities such as hardware installations, software installations, system monitoring and back-ups, establishment of user accounts, background job runs and troubleshoots basic hardware and software problems.


8. Documents all user interactions per established procedures in ITIL compatible Service Desk management system.


9. Manages and documents resolutions in assigned Service Desk system work queue to ensure that issues are resolved in a timely manner and appropriate trouble ticket documentation is captured.


10. Recommends system and process modifications to reduce user problems and improve customer service.


11. Documents systems changes using ITIL best practices.


12. Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships

1. Reports directly to the End User Computing Manager
   
   
   

Knowledge, Skills & Abilities Required

1. Associate’s degree in Computer Science or Management of Information Systems, or equivalent work experience is required. Microsoft Systems Certification (MCSE / MCITP) highly desired.


2. Minimum of 5 years of technical support experience required.


3. Advanced knowledge of Microsoft Desktop OS configuration, Mac OSX, Android, Apple iOS, Microsoft Office Suite, and associated management utilities (e.g. anti-virus, encryption, software update services, etc).


4. Advanced experience utilizing fleet management systems (e.g. Microsoft SCCM and MobileIron) to deploy images, remote control end-devices, apply patches, etc.


5. Superior customer service skills.


6. Experience troubleshooting end user computing devices (e.g. desktop, laptops, tablets) in a client server environment required.


7. Experience troubleshooting connected medical equipment (e.g. health monitors, clinical smartphones, nurse call components) highly desired.


8. Familiarity with healthcare delivery processes a plus.


9. Ability to work effectively and responsibly in a team or independently.


10. Ability to read, understand and implement established procedures.


11. Ability to drive to Shirley Ryan AbilityLab remote sites in the Chicagoland area to provide end-user support.


12. Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.


13. On a rotating basis, provide 24x7 on-call support via emergency pager.

Working Conditions

1. Normal office environment with little or no exposure to dust or extreme temperature.


2. 24x7 Support Operation.


3. Shifts aligned to clinical workloads and schedules


4. Travel to remote sites required in Shirley Ryan AbilityLab or personal vehicle.


5. May be exposed to other settings within the healthcare environment for short periods while meeting with others and/or observing work flow.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Shirley Ryan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Principal Responsibilities

1. Provides in-person support to end users and individual departments/clinics.


2. Manages and maintains end user devices including desktops, laptops, tablets, connected medical equipment, IP phones, smartphones, and all associated peripherals


3. Provides second tier end-user support via telephone in ACD Help Desk Environment.


4. Provides primary desktop and IT support to executive team.


5. Provides primary support for the IT configuration of connected medical equipment.


6. Assists systems and network engineers on infrastructure projects as needed.


7. Participates in network maintenance and support activities such as hardware installations, software installations, system monitoring and back-ups, establishment of user accounts, background job runs and troubleshoots basic hardware and software problems.


8. Documents all user interactions per established procedures in ITIL compatible Service Desk management system.


9. Manages and documents resolutions in assigned Service Desk system work queue to ensure that issues are resolved in a timely manner and appropriate trouble ticket documentation is captured.


10. Recommends system and process modifications to reduce user problems and improve customer service.


11. Documents systems changes using ITIL best practices.


12. Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships

1. Reports directly to the End User Computing Manager
   
   
   

Knowledge, Skills & Abilities Required

1. Associate’s degree in Computer Science or Management of Information Systems, or equivalent work experience is required. Microsoft Systems Certification (MCSE / MCITP) highly desired.


2. Minimum of 5 years of technical support experience required.


3. Advanced knowledge of Microsoft Desktop OS configuration, Mac OSX, Android, Apple iOS, Microsoft Office Suite, and associated management utilities (e.g. anti-virus, encryption, software update services, etc).


4. Advanced experience utilizing fleet management systems (e.g. Microsoft SCCM and MobileIron) to deploy images, remote control end-devices, apply patches, etc.


5. Superior customer service skills.


6. Experience troubleshooting end user computing devices (e.g. desktop, laptops, tablets) in a client server environment required.


7. Experience troubleshooting connected medical equipment (e.g. health monitors, clinical smartphones, nurse call components) highly desired.


8. Familiarity with healthcare delivery processes a plus.


9. Ability to work effectively and responsibly in a team or independently.


10. Ability to read, understand and implement established procedures.


11. Ability to drive to Shirley Ryan AbilityLab remote sites in the Chicagoland area to provide end-user support.


12. Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.


13. On a rotating basis, provide 24x7 on-call support via emergency pager.

Working Conditions

1. Normal office environment with little or no exposure to dust or extreme temperature.


2. 24x7 Support Operation.


3. Shifts aligned to clinical workloads and schedules


4. Travel to remote sites required in Shirley Ryan AbilityLab or personal vehicle.


5. May be exposed to other settings within the healthcare environment for short periods while meeting with others and/or observing work flow.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Shirley Ryan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.