IT Technical Support Administrator Associate

This IT Technical Support Administrator Associate role provides HIT environment support, end-user assistance, and endpoint fleet management for Advocate Aurora Health. The position involves project participation, cybersecurity collaboration, and deployment of emerging technologies, with onsite duties in Libertyville, IL. Compensation ranges from USD 25 to 37 per hour and requires a bachelor’s degree or equivalent experience along with at least one year of IT operating environment experience.

Location and Compensation

Location: Libertyville, IL (onsite). Compensation: USD 25 - 37 per hour.

Responsibilities

• Maintain the HIT environment at an optimal level and ensure end-user needs are met.
• Provide end-user support, including training on new device capabilities, basic device operations, accessing network resources, and device security best practices.
• Follow ticket handling procedures with timely acknowledgments and clear, complete resolution documentation.
• Resolve technology problems and service requests in accordance with service level objectives and information systems policies.
• Contribute to Endpoint Fleet Technology Management for Advocate Health devices.
• Perform analysis, configuration, installation, maintenance, upgrades, and retirement of hardware and software requiring 24/7 support, including business travel.
• Ensure compliance with Advocate Health HIT standards and proactively identify deviations or potential technology issues.
• Participate in root cause analysis, engaging other Advocate Health teams and vendors as needed to resolve issues.
• Install software following defined Advocate Health processes and tools.
• Follow Advocate Health ITAM processes for device removal and inventory management.
• Proactively optimize the use of Advocate Health IT resources through regular reviews of hardware usage reports.
• Serve as a local field resource assigned to multiple projects, including acquisitions, construction projects, new system implementations, upgrades, maintenance, or retirements, while adhering to HIT policies.
• Interpret and support project prioritization and help align business needs with technology to maximize ROI.
• Complete assigned project tasks within defined timelines and communicate progress to project management and leadership, highlighting risks or concerns as needed.
• Contribute to risk reduction by developing recommendations and solutions for identified issues.
• Collaborate with cybersecurity teams to monitor and remediate potential threats within the Health Information Technology environment.
• Assist in the design, development, and deployment of emerging technologies initiatives such as thin clients and VDI through testing, analysis, and documentation.
• Assess and develop technical solutions by building relationships with technology users through rounding and consulting.
• Participate in change control activities for environmental, operational, and configuration changes as defined by change control processes.
• Support and implement HIT and FTSO Strategic Initiatives aligned with Advocate Health goals.

Requirements

• Bachelor's degree or equivalent experience in Computer Science, Information System, Engineering, or related field.
• 1 year of experience in a complex IT operating environment.
• Excellent interpersonal and technical skills.
• Ability to troubleshoot problems accurately and maintain a positive attitude in a variety of situations.
• Excellent written and oral communication skills.
• Strong customer service skills.
• Excellent problem-solving skills.

Technologies

• VDI
• Thin-clients

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 onsite work in both office and clinical environments.
• 24 hour / 7 day on-call support required.
• Incumbents will be required to wear personal protective equipment in designated clinical areas.

Licensure, Registration, and/or Certification Required

None Required.