Executive Support Technician

The University of Kansas Health System•Kansas City, KS

About The Position

The Executive Support Technician I will provide best-in-class ("white glove") IT support to our Providers, Executives, and their support staff both onsite and remotely for those working at home. To be successful, this person must have excellent customer service skills, listening & communication skills, show initiative, be self-directed, motivated, organized, and results-driven.

Requirements

High School Graduate
4 or more years In lieu of Bachelor's Degree: equivalent minimum of 4 years experience in field is required
5 or more years experience in enterprise or healthcare IT support
Professional experience with Apple iOS, iPadOS and MacOS and Apple hardware
Experience with Microsoft technologies including: Active Directory, Teams, Intune, Outlook, Office 365, SCCM, and video conferencing technologies.

Nice To Haves

Bachelors Degree in Computer Science, a related field or equivalent experience.
1 or more years experience working with C Suite Executives or Providers

Responsibilities

Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
Responsibility in assisting providers, executives, and their support staff with the installation, configuration, and ongoing usability of supported computing platforms, mobile devices, peripheral devices and software within established standards and guidelines.
Responsibility in delivering “white glove” level response to providers, executives, and their support staff over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner.
Responds quickly to technology outages affecting providers, executives, and their support staff to restore service as quickly as possible.
Provides audio visual support for providers, executives, and their support staff to ensure successful presentations, meetings, and events.
Establishes trust while maintaining privacy and confidentiality in all dealings with providers, executives, and their support staff.
Responsibility for provider onboarding related to configuration of mobile devices for patient care including EPCS enrollment, EMR mobility applications, etc.
Collaborates with other HITS teams for providers, executives, and their support staff and acts as primary contact and owner for escalated issues to HITS for providers, executives, and their support staff.
Works with third-party vendors to resolve technical problems with desktop computing equipment and software.
Skilled in communication, both oral and written, under potentially adverse situations with a focus on customer service and satisfaction.
Responsible for obtaining and thoroughly documenting all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk knowledge management system.
Maintains an ever-increasing level of proficiency in hardware, software, networking, and other technologies related to the HITS department.
Participates in special projects and performs other duties as assigned.
Maintains an accurate accounting of time spent on end user issues and on HITS projects.
Generates tickets, in the ITSM tool, for all work completed as part of their day to day support duties.
Demonstrates competence in prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs).
Demonstrates competence in troubleshooting and resolution of reported issues and the ability to collaborate with and escalate to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier I
Demonstrates competence in documenting trouble ticket resolutions with a keen attention to detail, maintains Hospital knowledgebase articles and actively participates in maintaining support policies and procedures.
Demonstrates the ability to manage time and resources in the best interest of the Hospital.
Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
Identifies opportunities for training that would improve productivity and proficiency within the department or within the Hospital.
Trains end users on basic hardware, software, and network resources, on a one-on-one basis.
Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
Provides escalated support for the Service Desk and Desktop Support Technician I.
Participates in on-call rotation and provides end user support during off hours, holidays and weekends.
Demonstrates a willingness to work in a team-oriented, collaborative environment.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.