IT Tech Support Admin I

Advocate Health Care; Oak Brook (IL); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Educational assistance

Retirement plan

Job summary

Advocate Health Care in Oak Brook, IL is seeking an IT Field Services professional for a full-time, on-site role. You will ensure IT solutions run smoothly, provide end-user support, train users on devices, and manage incidents to meet SLAs across multiple sites.

Applicants should have a bachelor’s degree in a related field and at least 1 year of IT operating/support experience; travel to various Advocate Health locations is required, with on-call duties and 40-hour weeks.

Qualifications

• Education Required: Bachelor’s degree or equivalent experience in Computer Science, Information System, Engineering, or related field.
• Experience Required: 1 year of experience in a complex IT operating/support environment.
• Knowledge, Skills & Abilities Required: Must have excellent interpersonal and technical skills. They must troubleshoot problems accurately and possess a positive attitude to deal with a variety of situations.

Responsibilities

• Ensure implemented IT solutions are functioning at an optimal level and end-users’ needs are met.
• Provides end-user support including training on new device capability, basic device operations, accessing network resources, and device security best practices.
• Supports and follows established procedures for managing incidents and request tickets while adhering to SLA’s, documenting updates in incident/request with actions taken including client communication and closure with complete resolution documentation.
• Analysis, configuration, installation, maintenance, upgrades and retirement of hardware and software which require 24/7 support.
• Ensures compliance with Advocate Health IT standards.
• Follow established change control procedures for any environmental, operational, configuration changes.
• Follows Advocate Health ITAM process for device removal, including inventory management.
• Ensures the efficient utilization of Advocate Health's IT resources through regular reviews of hardware usage reports.
• Function as a local IT field services resource assigned to multiple projects including acquisitions, construction projects, new system implementations, upgrades, maintenance, or retirements while following IT system policies and practices.
• Support IT and Field Services Strategic Initiatives that align with the overall goals of Advocate Health.
• Communicate with field leadership team on task updates, potential risk or concerns that may impact assigned project.
• Participate in deployment of emerging technologies, including testing, analysis, and documentation.
• Assess technical solutions for our technology users by building and maintaining relationships through rounding.

Skills

End-user support

Incident management

Training delivery

SLA adherence

Communication skills

Education

Bachelor's degree or equivalent in Computer Science, Information Systems, Engineering, or related field

Job description

Department: 12225 Enterprise Corporate - Enterprise Tech Field Services IL/WI Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: This is M-F business hours position with on-call required Pay Range: $25.30 - $37.95

Major Responsibilities:

• Ensure implemented IT solutions are functioning at an optimal level and end-users’ needs are met.
• Provides end-user support including training on new device capability, basic device operations, accessing network resources, and device security best practices.
• Supports and follows established procedures for managing incidents and request tickets while adhering to SLA’s, documenting updates in incident/request with actions taken including client communication and closure with complete resolution documentation.
• Analysis, configuration, installation, maintenance, upgrades and retirement of hardware and software which require 24/7 support.
• Ensures compliance with Advocate Health IT standards.
• Follow established change control procedures for any environmental, operational, configuration changes.
• Follows Advocate Health ITAM process for device removal, including inventory management.
• Ensures the efficient utilization of Advocate Health's IT resources through regular reviews of hardware usage reports.
• Function as a local IT field services resource assigned to multiple projects including acquisitions, construction projects, new system implementations, upgrades, maintenance, or retirements while following IT system policies and practices.
• Support IT and Field Services Strategic Initiatives that align with the overall goals of Advocate Health.
• Communicate with field leadership team on task updates, potential risk or concerns that may impact assigned project.
• Participate in deployment of emerging technologies, including testing, analysis, and documentation.
• Assess technical solutions for our technology users by building and maintaining relationships through rounding.

Licensure, Registration, and/or Certification Required: None required.

Education Required: Bachelor’s degree or equivalent experience in Computer Science, Information System, Engineering, or related field.

Experience Required: 1 year of experience in a complex IT operating/support environment.

Knowledge, Skills & Abilities Required: Must have excellent interpersonal and technical skills. They must troubleshoot problems accurately and possess a positive attitude to deal with a variety of situations. Preferred background in Healthcare, Customer Service or Technology Excellent written and verbal communication skills, strong customer service skills, excellent problem-solving skills

Physical Requirements and Working Conditions: Ability to lift to thirty-five pounds without assistance. For lifts over thirty-five pounds, lifting equipment is expected to be used or lifted with at least one other associate when available. Unique lifting/movement situations will be assessed on a case‑by‑case basis. Travel to various Advocate Health locations required. This position requires incumbents to work onsite (unless specified otherwise) in both an office and clinical environment. On call support required Incumbents will be required to wear personal protective equipment in designated clinical areas. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Benefits and more
• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.; please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world‑class doctors and caregivers, innovative solutions, outstanding outcomes, and leading‑edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care