IT Technical Support Administrator l

American Addiction Centers; Winston-Salem (NC); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Benefits Eligible

Job summary

Advocate Health is seeking an IT Field Services Technician to support end-users, configure and maintain hardware/software, and ensure secure IT operations across locations. Travel to Advocate Health sites is required, with 1st Shift Mon-Fri and 40 hours weekly.

You will follow incident and change control processes, provide training on devices, and collaborate with field leadership to implement new technologies and improve service delivery.

Qualifications

• Bachelor’s degree in a relevant field.
• 1 year of experience in a complex IT operating/support environment.
• Excellent interpersonal and technical skills.

Responsibilities

• Ensure IT solutions function optimally and end-users are supported with training and device capabilities.
• Serve and follow incident/request ticket procedures, document updates and resolution.
• Perform hardware/software analysis, configuration, installation, maintenance, upgrades and retirement with 24/7 support; ensure compliance with IT standards.
• Follow change control procedures for environmental, operational, and configuration changes.
• Act as a local IT field services resource across projects, aligning with IT policies and initiatives.
• Communicate task updates and risks to field leadership; participate in deploying emerging technologies.

Skills

Bachelor’s degree

IT field services

End-user training

Strong communication

Healthcare IT standards

Education

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

Tools

Incident ticketing system

Network monitoring tools

Job description

Department:

14035 Enterprise Corporate - Enterprise Tech Field Services Wake/GA

Status:

Full time

Benefits Eligible:

Yes

Hou** rs 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.

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