IT Technical Support Administrator I
About The Position
This full-time position in Enterprise Corporate - Wake/GA Field Services focuses on ensuring the optimal functioning of implemented IT solutions and meeting end-user needs. The role involves providing end-user support, including training on device capabilities and security best practices. It requires adherence to established procedures for managing incidents and requests, meeting SLAs, and documenting resolutions. The position also entails the analysis, configuration, installation, maintenance, upgrades, and retirement of hardware and software, requiring 24/7 support. Compliance with Advocate Health IT standards, change control procedures, and ITAM processes for device management is essential. The role supports IT and Field Services Strategic Initiatives and requires communication with field leadership regarding task updates and potential risks. Participation in the deployment of emerging technologies, including testing and analysis, is also a key responsibility. Building and maintaining relationships through rounding to assess technical solutions for users is expected.
Requirements
- 1 year of experience in a complex IT operating/support 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.
- Excellent written and verbal communication skills, strong customer service skills, excellent problem-solving skills
Nice To Haves
- Preferred background in Healthcare, Customer Service or Technology
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 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.
Benefits
- 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
