IT Technical Support Administrator

• Ensures HIT environment is 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
• Follows procedures for managing tickets including timely acknowledgment, appropriate communication with complete resolution documentation
• Ensures that technology problems and service requests are resolved in accordance with service level objectives and information systems policies
• Contribute to Endpoint Fleet Technology Management for any Advocate Health Device
• Analysis, configuration, installation, maintenance, upgrades and retirement of hardware and software which requires 24/7 support in addition to business travel
• Ensures compliance with Advocate Health HIT standards
• Preemptively identifies variations from standards and potential technology issues
• Participate in root cause analysis, engage other Advocate Health Teams and vendors, as needed, to resolve identified issues
• Perform software installation using defined Advocate Health processes and tools
• Follows Advocate Health ITAM process for device removal, including inventory management
• Proactively ensure the efficient utilization of Advocate Health's IT resources through regular reviews of hardware usage reports
• Act as a local field resource assigned to multiple projects including acquisitions, construction projects, new system implementations, upgrades, maintenance, or retirements while following HIT system policies and practices
• Interpret and champion the prioritization of projects and assist with aligning business needs with technology to provide the highest return on investment
• Completes assigned project tasks within defined project plan timelines
• Participates and communicates with project management and leadership team of task updates, potential risk or concerns that may impact assigned project
• Participates in developing risk reduction recommendations and solutions for issues
• Collaborate and partner with cybersecurity teams in the proactive monitoring and remediation of potential threats within the Health Information Technology environment
• Participate in the design, development, and deployment of emerging technologies initiatives (thin-clients, VDI, etc.) through testing, analysis, and documentation
• Assess and develop technical solutions for our technology users by building and maintaining relationships through rounding and consulting
• Participates in change control activities for any environmental, operational, configuration changes as prescribed by defined change control processes
• Support and implement HIT and FTSO Strategic Initiatives that align with the overall goals of Advocate Health

• Bachelor's degree or equivalent experience in Computer Science, Information System, Engineering, or related field
• 1 year of experience in a complex IT operating environment
• Must have excellent interpersonal and technical skills
• Must troubleshoot problems accurately and possess a positive attitude to deal with a variety of situations
• Excellent written and oral communication skills
• Strong customer service skills
• Excellent problem-solving skills
• Ability to lift up to 35 pounds without assistance
• Must be able to travel to various Advocate Health locations
• 24 hour/7 day on call support required
• Incumbents will be required to wear personal protective equipment in designated clinical areas

Preferred background in Healthcare, Customer Service or Technology

• 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