Technical Support Administrator

Major Responsibilities:

• Ensures HIT environment is functioning at an optimal level and end-users’ needs are met.  Resolve issues independently in a fast-paced, dynamic environment yet be able to discern when management needs to be notified of potential concerns/complaints from senior leadership regarding their technical experience.  Provides end-user support including training on new device capability, basic device operations, accessing network resources, and device security best practices. Maintains documentation such as training materials and standard operating procedures.  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, maintaining, upgrading 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.  Work independently and collaboratively with internal technical and non-technical groups to complete assigned project tasks within defined project plan timelines.  Interpret and champion the prioritization of projects and assist with aligning business needs with technology to provide the highest return on investment.  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 departmental/site leaders by building and maintaining relationships through rounding and consulting. Participates in efforts, as needed, to improve efficacies and cost saving measures.
• Must have the ability to perform rounding within designated healthcare facility local leadership and understand/provide feedback on workflow and HIT related topics.
• 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.

Licensure, Registration, and/or Certification Required:  None Required.

Education Required:  Bachelor’s degree or equivalent experience in Computer Science, Information System, Engineering, or related field.

Experience Required:  3 years of experience in a complex IT operating environment.

Knowledge, Skills & Abilities Required:

• Must have excellent interpersonal and technical skills. They must troubleshoot problems accurately and possess a positive attitude to deal with a variety of situations.
• Must have excellent interpersonal and technical skills. They must troubleshoot problems accurately and possess a positive attitude to deal with a variety of situations.
• Preferred background in Healthcare, Customer Service or Technology.
• Excellent written and oral communication skills
• Strong customer service skills
• Excellent problem-solving skills 

Physical Requirements and Working Conditions:

• Ability to lift up to 35 pounds without assistance.  For lifts over 35 pounds, lifting equipment is expected to be used or lift with at least one other associate when available.  Unique lifting/movement situations will be assessed on a case-by-case basis.   
• 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
• Incumbents will be required to wear personal protective equipment in designated clinical areas.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.