IT Technical Support Engineer Sr
About The Position
The IT Technical Support Engineer Sr is responsible for ensuring implemented IT solutions function optimally and meet end-user needs. This role provides end-user support, including training on device capabilities, basic operations, network resource access, and security best practices. The engineer supports and follows established procedures for managing incidents and request tickets, adhering to SLAs and documenting all actions, client communication, and resolutions. They are involved in the analysis, configuration, installation, maintenance, upgrades, and retirement of hardware and software, requiring 24/7 support and ensuring compliance with Advocate Health IT standards. The role also involves following change control procedures, Advocate Health ITAM processes for device management, and ensuring efficient IT resource utilization. As a local IT field services resource, the engineer will support multiple projects including acquisitions, construction, new system implementations, upgrades, maintenance, or retirements, aligning with IT system policies and practices and supporting IT and Field Services Strategic Initiatives. Communication with the field leadership team regarding task updates and potential risks is crucial. The engineer will participate in the deployment of emerging technologies, including testing, analysis, and documentation, and assess technical solutions for users by building and maintaining relationships through rounding.
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
- Comprehensive suite of Total Rewards
- Benefits and well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in your career development
- 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
Senior
