Executive Support Technician (white glove-mobility-AV)

The University of Kansas Health System; Liberty Township (OH); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Liberty Hospital seeks an Executive Support Technician I to provide white-glove IT support to our providers, executives, and staff, onsite and remotely for home workers. The role emphasizes excellent customer service, initiative, organization, and confidentiality in all dealings.

You will install, configure and support computing platforms, mobile devices, AV equipment and software, escalating issues when needed.

Qualifications

• Excellent customer service and communication skills.
• Experience with Apple iOS, iPadOS, MacOS and hardware.
• Experience with Microsoft AD, Teams, Intune, Outlook, Office 365 and SCCM.

Responsibilities

• Provide white-glove IT support to providers, executives, and staff onsite and remotely.
• Install, configure and support computing platforms, mobile devices, and AV equipment.
• Deliver prompt, professional escalation and issue resolution within SLAs.
• Maintain confidentiality and privacy in all interactions.
• Collaborate with HITS teams and third-party vendors as needed.

Skills

Customer service

Communication skills

Initiative

Organizational skills

Team collaboration

On-site support

Education

Bachelor ballpark optional - related field

High School Graduate

Tools

Apple iOS

iPadOS

MacOS

Apple hardware

Active Directory

Teams

Intune

Outlook

Office 365

SCCM

Video conferencing tools

Job description

Position Title

Executive Support Technician (white glove-mobility-AV)

Liberty Hospital

Position Summary / Career Interest:

The Executive Support Technician I will provide best-in-class (“white glove”) IT support to our Providers, Executives, and their support staff both onsite and remotely for those working at home. To be successful, this person must have excellent customer service skills, listening & communication skills, show initiative, be self-directed, motivated, organized, and results-driven.

Responsibilities and Essential Job Functions

• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• Responsibility in assisting providers, executives, and their support staff with the installation, configuration, and ongoing usability of supported computing platforms, mobile devices, peripheral devices and software within established standards and guidelines.
• Responsibility in delivering “white glove” level response to providers, executives, and their support staff over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner.
• Responds quickly to technology outages affecting providers, executives, and their support staff to restore service as quickly as possible. Provides audio visual support for providers, executives, and their support staff to ensure successful presentations, meetings, and events. Establishes trust while maintaining privacy and confidentiality in all dealings with providers, executives, and their support staff.
• Responsibility for provider onboarding related to configuration of mobile devices for patient care including EPCS enrollment, EMR mobility applications, etc.
• Collaborates with other HITS teams for providers, executives, and their support staff and acts as primary contact and owner for escalated issues to HITS for providers, executives, and their support staff. Works with third‑party vendors to resolve technical problems with desktop computing equipment and software.
• Skilled in communication, both oral and written, under potentially adverse situations with a focus on customer service and satisfaction. Responsible for obtaining and thoroughly documenting all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk knowledge management system.
• Maintains an ever‑increasing level of proficiency in hardware, software, networking, and other technologies related to the HITS department.
• Participates in special projects and performs other duties as assigned.
• Maintains an accurate accounting of time spent on end user issues and on HITS projects.
• Generates tickets, in the ITSM tool, for all work completed as part of their day to day support duties.
• Demonstrates competence in prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs). Demonstrates competence in troubleshooting and resolution of reported issues and the ability to collaborate with and elevate to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier I
• Demonstrates competence in documenting trouble ticket resolutions with a keen attention to detail, maintains Hospital knowledgebase articles and actively participates in maintaining support policies and procedures.
• Demonstrates the ability to manage time and resources in the best interest of the Hospital.
• Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
• Identifies opportunities for training that would improve productivity and proficiency within the department or within the Hospital.
• Trains end users on basic hardware, software, and network resources, on a one‑on‑one basis.
• Provides on‑site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
• Provides escalated support for the Service Desk and Desktop Support Technician I.
• Participates in on‑call rotation and provides end user support during off hours, holidays and weekends.
• Demonstrates a willingness to work in a team‑oriented, collaborative environment.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate
• 4 or more years In lieu of Bachelor’s Degree: equivalent minimum of 4 years experience in field is required
• 5 or more years experience in enterprise or healthcare IT support
• Professional experience with Apple iOS, iPadOS and MacOS and Apple hardware
• Experience with Microsoft technologies including: Active Directory, Teams, Intune, Outlook, Office 365, SCCM, and video conferencing technologies.

Preferred Education and Experience

• Bachelors Degree in Computer Science, a related field or equivalent experience.
• 1 or more years experience working with C Suite Executives or Providers

Time Type:

Full time

Job Requisition ID:

R-54840

Important information for you to know as you apply:

• The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally‑protected status. See also Diversity, Equity & Inclusion.

• The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link [e-mail].

• Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.

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