IT Technical Support Engineer Sr

Major Responsibilities

• Ensure implemented IT solutions are functioning at an optimal level and end-users’ needs are met.
• Provide end-user support including training on new device capability, basic device operations, accessing network resources, and device security best practices.
• Support and follow 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.
• Perform analysis, configuration, installation, maintenance, upgrades and retirement of hardware and software which require 24/7 support.
• Ensure compliance with Advocate Health IT standards.
• Follow established change control procedures for any environmental, operational, configuration changes.
• Follow Advocate Health ITAM process for device removal, including inventory management.
• Ensure 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.

Education

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

Experience

1 year of experience in a complex IT operating/support environment.

Knowledge, Skills & Abilities

• Must have excellent interpersonal and technical skills.
• 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 verbal communication skills, strong customer service skills, excellent problem-solving skills.

Physical Requirements and Working Conditions

• Ability to lift to thirty-five pounds without assistance. For lifts over thirty-five pounds, lifting equipment is expected to be used or lifted with at least one other associate when available. Unique lifting/movement situations will be assessed on a case-by-case basis.
• Travel to various Advocate Health locations required.
• This position requires incumbents to work onsite (unless specified otherwise) in both an office and clinical environment.
• On call support required.
• Incumbents will be required to wear personal protective equipment in designated clinical areas.