IT Technical Support Engineer Senior

Advocate Aurora Health is seeking a Senior IT Technical Support Engineer to oversee end-user device management, technical operations, and project coordination across HIT Support Services. This onsite role in Oak Brook, Illinois, entails collaborating with cross-functional teams on security, governance, and complex issue escalation, with compensation ranging from USD 47 to 71 per hour.

Responsibilities

• Enforces and applies architecture standards and governance, contributing input to corporate policies.
• Collaborates with cross-functional teams to mitigate risks and improve work processes.
• Implements established device security standards and provides senior-level consulting to end users for solution requirements.
• Escalates complex device or application selections as needed and oversees adherence to change control processes.
• Guides team members, represents the enterprise in change control, and documents architecture and design.
• Facilitates proactive communication among technical teams and manages all end-user devices, including desktops, mobile devices, and printers.
• Monitors and analyzes the environment to prevent issues and identifies improvement opportunities using tools and observation.
• Analyzes data to uncover systemic issues and risks, preventing incidents, and works with engineering on corrective action plans.
• Provides guidance to technicians for software deployment per defined processes and serves as a resource for addressing technical environment deficiencies.
• Acts as the top escalation point within Support Services for the most technically complex issues.
• Ensures fleet management is documented and oversees all aspects of technical operations.
• Develops and executes coding or scripting to meet operational imperatives and applies DevOps best practices.
• Provides enterprise-wide consultation and documents coding, scripting, and process re-engineering efforts.
• Ensures incidents and service requests are resolved within service level objectives and analyzes performance metrics to improve cost and service efficiency.
• Delivers direct feedback on team performance, standards compliance, and technical proficiency, and communicates effectively with senior leadership and end users.
• Serves as a technical SME for site or regional projects of varying size and coordinates project plans and team activities.
• Guides project team meetings, communicates status to stakeholders, and escalates issues as required.
• Acts as the highest technical matrix resource for activities requiring support from other teams including technical, networking, security, and vendors.
• Ensures project documentation is completed and manages the escalation process for highly complex issues.
• Provides SME input on software deployment, information security management, operations oversight, testing, procedure management, standards, and compliance.
• Interacts with site service lines and operational leaders to capture new business needs and adoption barriers, locating existing solutions or collaborating with engineering on new technology.
• Serves as a technical expert across HIT Support Services during technical reviews and defines site-based information security, availability, testing, and compliance activities.
• Represents the site on system-wide enterprise technical oversight committees and works with core technology owners to improve adoption and optimization goals.
• Ensures core application and local site technology training is available and maintains team competency; fosters a culture of continuous learning and technology adoption.
• Coordinates and guides staff onboarding to ensure new team members become productive quickly.

Requirements

• Ability to understand complex requirements and solutions that integrate multi-platform applications.
• Excellent communication and customer service skills.
• Knowledge of a variety of hardware platforms, architectures, and operating systems.
• Strong project planning and management capabilities.
• Experience with automated software deployment and device management tools.
• Background in application programming and/or scripting, DevOps practices, and database administration.
• Active Directory experience including group policy creation/administration and user and device management.
• Proficiency with Microsoft Office productivity platforms.

Technologies

• Active Directory
• Microsoft Office productivity platforms

Licensure, Registration, and/or Certification Required

• None Required

Physical Requirements and Working Conditions

• Position requires travel which may expose you to road and weather hazards.
• Exposed to a normal office environment and required to operate all necessary equipment.
• 24 hour per day, 7 days a week on-call support is required.