IT Technical Support Administrator

Atrium Health is hiring an IT Technical Support Administrator to support end-users and IT solutions through the Enterprise Tech Field Services team. This onsite role in Winston-Salem, NC supports a complex operating environment with incident and request ticket handling, device lifecycle work, and configuration, installation, maintenance, upgrades, and retirement activities tied to 24/7 support.

Working as part of a field services support team, you will help ensure implemented IT solutions perform at an optimal level while meeting user needs, including guidance on device capability and network access. You will also collaborate across projects tied to acquisitions, construction efforts, new system implementations, and upgrades while following relevant Advocate Health IT processes and standards.

What you’ll do

• Ensure IT solutions function at optimal levels and that end-user needs are supported, including end-user assistance and training on new device capability, basic device operations, accessing network resources, and device security best practices.
• Manage incident and request tickets using established procedures and adhere to SLAs, documenting actions taken, client communication, and closure with complete resolution documentation.
• Perform analysis, configuration, installation, maintenance, upgrades, and retirement of hardware and software that require 24/7 support, ensuring alignment with Advocate Health IT standards.
• Follow established change control procedures for environmental, operational, and configuration changes.
• Follow the Advocate Health ITAM process for device removal, including inventory management, and support efficient use of IT resources through regular reviews of hardware usage reports.
• Serve as a local field services resource across multiple projects such as acquisitions, construction projects, new system implementations, upgrades, maintenance, or retirements while following IT system policies and practices.
• Support IT and Field Services Strategic Initiatives aligned to Advocate Health goals.
• Communicate task updates and potential risks or concerns to the field leadership team that may affect assigned projects.
• Participate in deployment of emerging technologies, including testing, analysis, and documentation.
• Assess technical solutions for technology users through relationship building and rounding.

Requirements

• Bachelor’s degree or equivalent experience in Computer Science, Information System, Engineering, or a related field.
• Minimum 1 year of experience in a complex IT operating/support environment.
• Excellent interpersonal and technical skills.
• Ability to troubleshoot accurately and maintain a positive attitude across a variety of situations.
• Preferred experience background in Healthcare, Customer Service, or Technology.
• Excellent written and verbal communication skills, strong customer service skills, and strong problem-solving skills.
• Ability to lift up to 35 pounds without assistance; for lifts over 35 pounds, lifting equipment is expected or lifting with at least one other associate when available, with unique situations assessed case-by-case.
• Travel to various Advocate Health locations is required.
• Onsite work is required (unless otherwise specified) in both office and clinical environments, and on-call support is required.
• Incumbents must wear personal protective equipment in designated clinical areas.

Compensation and schedule

• Location: Winston-Salem, NC (onsite)
• Pay range: $25.30 - $37.95 per hour (base compensation listed within the range based on qualifications, skills, relevant experience, and/or training)
• Status: Full time
• Hours per week: 40
• Schedule: 1st Shift, Mon-Fri

Benefits

• Premium pay such as shift and 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 including 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

Department and additional details

• Department: 14035 Enterprise Corporate - Enterprise Tech Field Services Wake/GA
• Benefits eligible: Yes
• Licensure/registration/certification required: None required

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Headquartered in Charlotte, North Carolina, it provides care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin. Advocate Health serves nearly 6 million patients, employs 155,000 teammates across 69 hospitals and more than 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with more than 2,000 residents and fellows across more than 200 programs. The organization is also committed to providing more than $6 billion in annual community benefits and delivering equitable care for all.

Our commitment to you

Advocate Health offers a comprehensive suite of Total Rewards including benefits and well-being programs, competitive compensation, generous retirement offerings, and programs that invest in career development.