Virtual Help Desk Jobs in Chicago, IL (NOW HIRING)

High Level IT Professionals for Cook County Hospital Entity Management Applications, Inc., a leading provider of Managed IT Services is seeking high-level IT professionals to support a contract serving a Hospital Entity in Cook County, IL. Background Through the hiring of IT professionals this Entity expects to meet the following business goals and objectives: Maintain mission critical system at optimal levels; Safeguard Entity technology investment; Ensure high availability of information required to provide effective patient care; Secure immediate access to technical expertise. The Entity supports both on premise and hosted applications where Cerner and Siemens systems play a pivotal role in the provision of patient services

The Entity is in the process of migrating its financial system from JDEdwards and Lawson to Oracle EBS 12.2.4 and Hyperion 11.1.2.4. Information exchange is facilitated by OPT-E-Man switched Ethernet service. The core transmission backbone is a metro fiber architecture that uses Ethernet Virtual Connections (EVCs) to transmit Ethernet LAN packets from the remote sites to the Health & Hospital network and is provided by AT&T

The network is configured with hardware redundancy, diverse internet routing, UPS and generator backup to maximize uptime. The network equipment standard is Cisco with over 600 Cisco/DataLink products including switches, servers, wireless access points, and software. Internal and third party network support personnel are responsible for managing the Entity networks to support daily operations; managing switches, routers, circuits and all other network components and securing, controlling and monitoring access at the network level through the use of strategically placed firewalls, intruder detection systems, remote access servers and other applications/devices purchased by the Entity.

Third party personnel work collaboratively with the Entity to identify opportunities to achieve efficient services, drive down operational and support costs, and offer flexibility. The Information Security unit is responsible for protecting the Entity's systems from unauthorized access and preventing the disclosure of confidential data to unauthorized individuals. The CIO may at her own discretion consult with the Cook County Department of Homeland Security and Emergency Management's Chief Information Security Officer (CISO).

As with all hospital environments, the Entity is required to comply with HIPAA, HITECH and other applicable regulations. The Entity only permits secure connectivity between a vendor and the County and all data transmitted must be encrypted. This type of connection is referred to as a "nailed up" connection and requires a one-time setup.

Vendor access to the Entity for purposes of support, either application or network hardware, is achieved by the use of Cisco's remote access VPN client and Cisco's VPN adaptive security appliance (ASA) firewalls. This allows for encrypted data to traverse between the remote client and the specific County network device or application. All time reporting data that is transmitted to and from devices must be encrypted.

Data that is to be transmitted off- site must be encrypted end to end. Access to hosted applications either internal or external to the Entity, must be securely connected using a non-standard TCP port and the devices will limited to only the necessary site(s). The Entity help desk is located at a specific Hospital where tickets are addressed via email, walk-ins, but mostly via phone, in addition the Entity uses Microsoft System Center for ticket management.

As a point of reference, help desk received 6,647 calls in January 2016 which included 882 walk-ins. Password resets and Citrix Freezing/too many sessions open are the most common help desk issues. **Please do not apply to this advertisement if you do not have experience in the below areas.

Responsibilities and Experience Data Center Support Services Maintain a stable, predictable and reliable data center environment. Provide adequate data protection. Develop, enhance and support the Entity's disaster recovery plan.

Execute projects without impact to care providers. Provide consistent and reliable systems availability 24 hours per day/7 days per week/365 days per year. Ensure upgrades to the most current and stable software releases and patches.

Desktop Hardware Support Services Maintain a stable, predictable and reliable desktop environment. Provide adequate data protection. Provide prompt, consistent, and reliable desktop support through successful problem resolution.

Ensure upgrades to the most current and stable software releases and patches. Assist in reducing costs to the Entity through technology and best practice recommendations. Assist in reducing complexities in existing processes through jointly defined technology and best practice recommendations.

Foster proactive maintenance environment to minimize downtime and promote optimum performance. Network Support Services Maintain a stable, predictable and reliable network environment. Ensure high network availability at all times.

Ensure optimal network performance at all times. Ensure adequate network security measures are in place. Provide prompt, consistent, and reliable network support.

Assist in reducing costs to the Entity through technology and best practice recommendations. Assist in reducing complexities in existing processes through jointly defined technology and best practice recommendations. Foster proactive maintenance environment to minimize downtime and promote optimum performance.

Information Security Services Adhere to information security industry best practices. Review and enhance policies, procedures, and architectures related to protecting data. Identify potential security vulnerabilities and threats.

Mitigate potential security risks. Achieve compliance with applicable information security standards and regulations. Review and enhance incident response policies and forensic analysis procedures.

Help Desk Services Restore normal service operation in a timely and efficient manner. Improve user awareness of IT issues and promote appropriate use of IT services and resources. Effectively escalate incidents and requests using defined procedures.

Establish a help desk operation that has continual improvement built into its design. Build a knowledge base that helps to resolve computer problems more rapidly in the future. Provide easy access to data and information without compromising security and regulatory requirements.

Develop new, more efficient processes that fully leverage the technology investment and eliminate data and knowledge silos. Improve the customer service experience and ease of access to help desk. Management of Projects and Key Initiatives Improve IT services.

Implement enhancements and solutions in accordance with lean and agile practices to reduce impact on patient care. Improve customer satisfaction through a professional approach to service delivery. Improve productivity.

Improve data quality, coding and configuration practices, and streamline business processes. Improves use of skills and experience. Investigate methods for improvement return on IT investment.

Available Positions Program Manager/Project Manager Data Center Engineers Network Engineers IT Security Analyst Help Desk Technician Qualification Requirements A four year degree from an accredited institution. A two year degree and in depth experience may be substituted for the right candidate. High level IT certifications such as CCNA, CCNP, ITIL, CompTia (A+, Security+, Network+), PMP, MCP, MCTS, etc.

are highly preferred. *Applicants with a four year degree are preferred. Job Application Instructions To be considered for these positions please submit a clear and concise resume (2 pg max.) as well as your minimum salary requirements

We will NOT consider your application without the REQUIRED minimum salary requirements. Please also list all Certifications and Education within your resume.