IT Technical Support Administrator l

Atrium Health Wake Forest Baptist; Winston-Salem (NC); On-site; USD 34,440 - 52,348; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Retirement plan

Educational assistance

Flexible spending accounts

Job summary

Atrium Health Wake Forest Baptist is seeking an IT Field Services Specialist to support onsite clinical and corporate systems in Winston-Salem. You will provide end-user training, troubleshoot hardware and software, and ensure uptime across 24/7 operations.

The role requires a Bachelor’s degree in Computer Science or a related field and at least 1 year in a complex IT environment. Travel to multiple locations is expected, with on-call duties as needed.

Qualifications

• Bachelor’s degree required in CS, IS, Engineering, or related field.
• 1 year of experience in a complex IT operating/support environment.
• Excellent interpersonal and technical skills.
• Healthcare, customer service or technology background preferred.

Responsibilities

• Ensure IT solutions function optimally and assist end-users with training and support.
• Follow incident and request ticket procedures, documenting actions and resolution.
• Perform hardware/software maintenance, upgrades, and retirement per standards.
• Adhere to change control procedures and ITAM device removal processes.
• Collaborate on deployments, projects, and IT field services initiatives.
• Communicate status to field leadership and manage risk.
• Assist with emerging technologies testing, analysis, and documentation.

Skills

Interpersonal skills

Technical skills

Customer service

Problem solving

Healthcare background

Education

Bachelor’s degree in Computer Science or related field

Tools

ITSM

Job description

Department 14035 Enterprise Corporate - Wake/GA Field Services

Status Full time

Benefits Eligible Yes

Hours Per Week 40

Schedule Details/Additional Information 1st Shift Mon-Fri

Pay Range $25.30 - $37.95

Major Responsibilities

• Ensure implemented IT solutions are functioning atan optimalleveland 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 andrequesttickets 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.Ensurescompliance with Advocate Health IT standards.
• Follow established change control procedures for any environmental, operational, configuration changes.
• FollowsAdvocateHealth ITAM process for device removal, including inventory management. Ensures the efficientutilizationof 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, potentialriskor concerns that mayimpactassignedproject.
• Participate in deployment of emerging technologies, including testing, analysis, and documentation. Assess technical solutions for our technology users by building andmaintainingrelationships through rounding.

Licensure, Registration, And/or Certification Required

• Nonerequired.

Education Required

• Bachelor’sdegree or equivalent experience in Computer Science, Information System, Engineering, or related field.

Experience Required

• 1 yearof experience in a complex IT operating/support environment.

Knowledge, Skills & Abilities Required

• Must have excellent interpersonal and technical skills.
• They must troubleshoot problems accurately andpossessa 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 tolift tothirty-five pounds withoutassistance. 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 locationsrequired.
• This position requires incumbents to work onsite (unless specified otherwise) in both an office and clinical environment.
• On call supportrequired
• Incumbents willbe requiredto 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

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

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, andShort- 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.

Operates in the field as part of the IT Field Services support team. This team provides 24X7X365 support services for clinical and business applications, endpoint devices and implements approved technical solutions in collaboration with other IT technical teams. This includes support of various operational and strategic projects, including hardware, software, cybersecurity, and mobile devices. Provides support for problem incidents, new requests and configuration of software and hardware. Accountable for implementing and maintaining complex technical solutions to meet organizational requirements in alignment with ITSM and ITIL standards. Significant degree of client interaction is necessary to keep clients informed and educated on technical solutions and the use of them in the clinical or business setting. Supports on-call responsibilities as needed for clinical and operational functions