IT Technical Support Administrator Associate
About The Position
This role ensures the HIT environment is functioning optimally and meets end-user needs. The IT Technical Support Administrator Associate provides end-user support, including training on new device capabilities, basic device operations, accessing network resources, and device security best practices. They follow procedures for managing tickets, ensuring timely acknowledgment, appropriate communication, and complete resolution documentation. The position ensures that technology problems and service requests are resolved in accordance with service level objectives and information systems policies. This role contributes to Endpoint Fleet Technology Management for Advocate Health Devices, involving analysis, configuration, installation, maintenance, upgrades, and retirement of hardware and software, which requires 24/7 support and business travel. The associate ensures compliance with Advocate Health HIT standards, preemptively identifies variations from standards and potential technology issues, and participates in root cause analysis, engaging other Advocate Health Teams and vendors as needed. They perform software installation using defined Advocate Health processes and tools and follow the Advocate Health ITAM process for device removal and inventory management. Proactively ensuring efficient utilization of Advocate Health's IT resources through regular reviews of hardware usage reports is also a key responsibility. The associate acts 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. They interpret and champion the prioritization of projects, assist with aligning business needs with technology for the highest return on investment, and complete assigned project tasks within defined project plan timelines. Participation in communicating task updates, potential risks, or concerns to project management and the leadership team is expected, along with developing risk reduction recommendations and solutions. Collaboration with cybersecurity teams for proactive monitoring and remediation of potential threats within the Health Information Technology environment is required. The role also involves participating in the design, development, and deployment of emerging technologies initiatives (thin-clients, VDI, etc.) through testing, analysis, and documentation. Assessing and developing technical solutions for technology users by building and maintaining relationships through rounding and consulting is part of the role. Participation in change control activities for any environmental, operational, or configuration changes as prescribed by defined change control processes is also required. The associate will support and implement HIT and FTSO Strategic Initiatives that align with the overall goals of Advocate Health.
Requirements
- 1 year of experience in a complex IT operating environment.
- Must have excellent interpersonal and technical skills.
- They must troubleshoot problems accurately and possess a positive attitude to deal with a variety of situations.
- Ability to lift up to 35 pounds without assistance.
- Must be able to travel to various Advocate Health locations.
- This position requires incumbents to work onsite (unless specified otherwise) in both an office and clinical environment.
- 24 hour/7 day on call support required.
Nice To Haves
- Preferred background in Healthcare, Customer Service or Technology.
- Excellent written and oral communication skills
- Strong customer service skills
- Excellent problem-solving skills
Responsibilities
- 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.
Benefits
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
