Tech Support Admin Assoc

Department:

12219 Advocate Aurora Health Corporate - HIT Field Tech Central Operations

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Major Responsibilities:

• Configures, installs, maintains and upgrades computer systems hardware and software. Restores desktop files or systems. May assist with clinical device installation, testing and integration. 24/7 support required in addition to business travel.
• Participates in the entire device lifecycle from initial device deployment through device replacement/retirement. Completes device staging utilizing defined processes and tools. Ensures compliance with AAH hardware/software standards. Identifies variations from standards and informs leadership. Performs software installation utilizing defined processes and tools. Implements device security requirements. Communicates status of device deployment projects, service requests and life cycle replacement assignments. Follows defined process for device removal, including inventory management, network requirements and device disposal. Participates in change control activities for any environmental, operational, configuration changes as prescribed by defined change control processes.
• Ensures HIT environment is functioning at optimal level and end-users' needs are met. Deploys software using defined processes and tools. Provides end-user support including training on new device capability, basic device operations, accessing network resources, and device security best practices. Provides assistance to end users with device, network, and application issues. Follows procedures for managing tickets including timely acknowledgment, appropriate communication with end-user, and complete resolution documentation. Ensures that technology problems and service requests are resolved in accordance with service level objectives and information systems policies. Provides timely communication with leadership on status of tickets. Seeks to proactively identify potential issues through the use of provided tools, rounding or observation. Supports all aspects of the printing environment including new device staging, printer assignment to the device, and device removal. Assists managed print vendor and application teams with print device troubleshooting. Participates in change control activities for any environmental, operational, configuration changes as prescribed by defined change control processes.
• Supports projects including construction projects, new system implementations, upgrades, maintenance or retirements while following HIT system policies and practices. Completes assigned project tasks within defined project plan timeframes. Participates in project team meetings. Communicates with project management and Leadership. Identifies any potential risks or concerns that may impact the project. Informs project management and leadership of the issues and potential solutions. Participates in developing risk reduction recommendations and solutions for issues. Provides timely and accurate project / task status reports. Participates in change control activities for any environmental, operational, configuration changes as prescribed by defined change control processes.
• Supports device connections to the AAH Infrastructure. Assists in determining potential networking issues. Engages Enterprise HIT Teams as needed to resolve identified issues. Establishes initial network connectivity for new device deployment following defined procedures. Manage network connections for device moves and retirements.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree (or equivalent knowledge) in Computer Science or related field, or
• Bachelor's Degree (or equivalent knowledge) in Information Technology or related field, or
• Bachelor's Degree (or equivalent knowledge) in Engineering or related field.

Experience Required:

• No experience required.

Knowledge, Skills & Abilities Required:

• Excellent written and oral communication skills
• Extensive customer service skills
• Knowledge of a variety of hardware platforms and operating systems
• Excellent problem solving skills

Physical Requirements and Working Conditions:

• This position requires travel, therefore, will be exposed to weather and road conditions.
• Must be able to travel to various locations. 24 hour/7 day on call support required.
• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment.

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.

Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties.