BID/JOB ANNOUNCEMENT

SENIOR HELPDESK TECHNICIAN

Health Protection and Response Bureau

Immunization Program

Number of Positions: 1

This position is open to current BIDDERS from AFSCME AND the PUBLIC including current city employees in other unions or non-union positions. Only current city employees covered under the City’s Collective Bargaining Agreement with AFSCME are considered BIDDERS, these individuals are eligible to bid. Qualified BIDDERS who properly submit a bid will receive preference over any non-bidders.

BID INSTRUCTIONS: Apply on the bid site: https://chicago.taleo.net/careersection/103/jobsearch.ftl?lang=en AND

1. Check the box on your profile titled “Currently employed by the City of Chicago”

2. Enter your employee ID (located on your pay stub labeled ‘payee/employee number’)

3. Select your correct bargaining unit

FAILURE TO FOLLOW THESE INSTRUCTIONS WILL RESULT IN A REJECTED BID APPLICATION

WORKING WITH THE CHICAGO DEPARTMENT OF PUBLIC HEALTH

CDPH works with communities and partners to create an equitable, safe, resilient and Healthy Chicago.

ROLE SUMMARY

As an essential member of the Chicago Department of Public Health – Immunization Program, the Senior Help Desk Technician provides customer service and technical support to healthcare providers using Chicago's Immunization Information System (IIS) to order pediatric, adolescent, and adult vaccines.

ESSENTIAL DUTIES & RESPONSIBILITIES

Technical Support. Provide front-line phone customer service and technical assistance to immunization providers and constituents contacting the Chicago Vaccines for Children (VFC) Program I-CARE Help Desk. Monitor the Chicago VFC email, answer questions and provide training and education support to authorized users. Respond to questions and assist providers with digital data loggers (temperature monitoring devices) installation, interpret temperature and monitor compliance. Assist providers with IIS issues, authorized site agreement request, set-up provider accounts, and maintain the accuracy of Vaccines for Children (VFC) and IIS files. Troubleshoots and fixes a wide range of connectivity, hardware, and software problems. Travels to provider sites for on-site training in the use of the IIS, vaccine management, and facilitate a vaccine drop off or pickup. Train providers in the use of the IIS, including reporting capabilities and functionality of the system. Assists with the production of provider training materials, and customer service user guides.

System Configuration and Support. Sets up computer workstations and peripheral equipment and loads and tests software packages onto PCs. Instructs users in the operation of new or upgraded software applications.

Additional duties may be required for this position.

Location: WSCDC-Immunization Program 2160 W Ogden Ave, Chicago, IL 60612

Days: Monday - Friday

Hours: 8:30AM – 4:30PM

Some Field Work Required

MINIMUM QUALIFICATIONS

Education

• Fifteen semester hours in Computer Sciences or Information Technology/Systems

Experience

• Two years of experience performing technical support functions, or an equivalent combination of education, training, and experience.

OTHER KNOWLEDGE, SKILLS, ATTRIBUTES, AND ABILITIES

• Highly proficient at analyzing and resolving technology problems
• Knowledgeable in the operation and installation of hardware and peripheral equipment
• Skilled in multiple types of computer software packages and applications
• Understanding of distributed and centralized computer and computer operating systems
• Familiarity with network operating systems, infrastructures, and administration procedures
• Versed in data security policies and processes
• Understanding of server space management, file backup, and restoration/disaster recovery techniques
• Knowledge of applicable City and department policies, procedures, rules, and regulations

Other Work Requirements

• Demonstrates initiative, dependability, attention to detail, and analytical thinking.

ABOUT YOU

You have a strong focus on CDPH’s core values, which are:

§ Anti-Racism – a commitment to dismantling systemic racism to create an organizational culture that actively supports anti-racist efforts and is committed to recognizing, addressing, and eradicating all forms of racism within the department and the community.

§ Informed Decision Making – collect, share, and operationalize data to support public health decisions and actions to improve health and achieve our mission. CDPH leverages appropriate data infrastructure and technology to drive decisions and assess performance.

§ Teamwork – cultivate belonging and respect for colleagues and community partners. Act responsibly and work cooperatively to ensure effective communication. Encourage each other to grow and achieve our common goals.

§ Excellence – value creativity, innovation, and exploration; continuously seek to improve processes and systems by working together with integrity, honesty, compassion, and transparency.

All employees of the City of Chicago must demonstrate commitment to and compliance with applicable state and federal laws, City ordinances and rules; the City's Ethics standards; and other City policies and procedures. Equivalent foreign degrees, accreditations, and credentials in evaluating qualifications will be considered. The City of Chicago is an Equal Employment Opportunity and Military Friendly Employer.

ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.

The City of Chicago is an Equal Employment Opportunity and Military Friendly Employer.

City of Chicago Department of Human Resources

Lori Lightfoot, Mayor Christopher Owen, Commissioner

Applications for this position will be accepted until 11:59 pm CDT on 4/22/2023