Technical Support Administrator I

Advocate Health Care; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Advocate Health Care offers a hands-on IT Field Services role supporting clinical and business applications, endpoints, and security across campuses. You will provide end-user training, incident management, and 24/7 support to ensure services run smoothly.

The position requires a bachelor's degree in a related field and about 1 year of IT operating/support experience, with strong communication and customer service skills and a willingness to travel between Advocate locations.

Qualifications

• Bachelor's degree or equivalent experience in Computer Science, Information System, Engineering, or related field.
• 1 year of experience in a complex IT operating/support environment.
• Strong communication and customer service skills with ability to train end users.

Responsibilities

• Ensure IT solutions function optimally and end-users' needs are met.
• Provide end-user support including training on device capability and security best practices.
• Manage incidents and requests per SLA, documenting actions and closures.
• Perform hardware/software maintenance and upgrades for 24/7 support.
• Follow change control procedures for environment/configuration changes.
• Manage IT assets and optimize resource utilization.
• Coordinate across multiple projects and communicate task updates and risks.
• Assist deployment of emerging technologies and document analyses.

Skills

Interpersonal skills

Technical skills

Problem solving

Customer service

Communication skills

Teamwork

Education

Bachelor's degree in CS/IS/Engineering or related field

Job description

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.

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 (asset management) 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 - shared responsibility approximately every 2 months.
• 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.