IT Technical Support Administrator l

Atrium Health; Winston-Salem (NC); On-site; USD 72,495,000 - 108,742,000; Full time

Job summary

Atrium Health in Winston-Salem, NC is seeking an IT Field Services Technician to deliver end-user support and training on devices and security. This 1st shift, full-time role focuses on reliable IT operations within a healthcare setting, ensuring devices and networks function smoothly for clinicians and staff.

Responsibilities include incident management, hardware/software lifecycle, and adherence to ITIL change control while collaborating with field teams and shifting needs across locations.

Qualifications

• Bachelor’s degree or equivalent in Computer Science, Information Systems, Engineering, or related field.
• 1 year of experience in a complex IT operating/support environment.
• Excellent interpersonal and technical skills.
• Strong written and verbal communication and customer service abilities.
• Willingness to travel to Advocate Health locations.

Responsibilities

• Provide end-user IT support including training on device capability and security best practices.
• Manage incidents and requests per SLA with documentation and client communication.
• Install, configure, maintain, upgrade and retire hardware and software requiring 24/7 support.
• Follow change control procedures for environmental, operational, and configuration changes.
• Support IT field services across multiple projects and deployments.
• Communicate task updates and risks to field leadership.
• Participate in deployment of emerging technologies and assess solutions.

Skills

Interpersonal skills

Technical skills

Customer service skills

Written communication

Verbal communication

Problem solving

Positive attitude

Education

Bachelor’s degree in CS/IS/Engineering

Job description

Department

14035 Enterprise Corporate - Enterprise Tech Field Services Wake/GA

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 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

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, 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.

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