IT Technical Support Administrator l

Responsibilities

• Ensure implemented IT solutions function at optimal levels and meet end-users’ needs.
• Provide end-user support, including training on new device capabilities, basic operations, network access, and security best practices.
• Manage incidents and request tickets following established procedures, adhering to SLAs, documenting updates, client communication, and resolution.
• Perform analysis, configuration, installation, maintenance, upgrades, and retirement of hardware and software requiring 24/7 support.
• Ensure compliance with Advocate Health IT standards and follow change control procedures for environmental, operational, or configuration changes.
• Adhere to Advocate Health ITAM process for device removal, including inventory management.
• Review hardware usage reports to ensure efficient utilization of IT resources.
• Serve as a local IT field services resource for projects, including acquisitions, construction, new system implementations, upgrades, maintenance, or retirements, while following IT policies.
• Support IT and Field Services Strategic Initiatives aligned with Advocate Health’s goals.
• Communicate task updates, risks, or concerns to the field leadership team that may impact assigned projects.
• Participate in deploying emerging technologies, including testing, analysis, and documentation.
• Assess technical solutions for users by building and maintaining relationships through rounding.

Requirements

• Bachelor’s degree or equivalent experience in Computer Science, Information Systems, Engineering, or a related field.
• 1 year of experience in a complex IT operating/support environment.

Skills

• Excellent interpersonal and technical skills.
• Strong troubleshooting abilities and a positive attitude for varied situations.
• Preferred background in Healthcare, Customer Service, or Technology.
• Excellent written and verbal communication, customer service, and problem-solving skills.

Physical Requirements and Working Conditions

• Ability to lift up to thirty-five pounds without assistance; for heavier lifts, use equipment or assistance from another associate.
• Travel to various Advocate Health locations required.
• Position requires onsite work in both office and clinical environments.
• On-call support required.
• Must wear personal protective equipment in designated clinical areas.

This job description outlines the general nature and level of work expected. The incumbent may perform other related duties as required.