Tech Support Admin Sr

Department:

12225 Advocate Aurora Health Corporate - Central Chicago & Northern IL

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

As assigned

Pay Range

$40.30 - $60.45

Major Responsibilities:

• Ensures the uptime, performance, resource availability, and security of assets managed within established budgets and operational guidelines for end-user needs in an Ambulatory, Acute, Administrative Office or Remote setting.
• Participates in entire device lifecycle from deployment to retirement. Ensures compliance with AAH hardware/software standards. Identifies variations and informs leadership. Performs software installation utilizing defined processes and tools. Implements device security requirements. Provides consulting to end-users/project teams regarding device selection, placement, and infrastructure requirements. Identifies requirements and develops quotes for selected technology. Communicates project/request status. Consolidates individual team member status reports for large scale device projects. Follows defined process for device removal/disposal. Participates in change control for any environmental, operational, configuration changes as prescribed by defined processes. Provides guidance/oversight for team members in change control processes.
• Ensures IT environment functions optimally and end-users’ needs are met. Deploys software using defined processes/tools. Provides end-user support including training on new device capability, basic operations, accessing network resources, and security best practices. Serves as point of escalation for other team members. Manages tickets including timely acknowledgment, end-user communication, and complete documentation. Ensures problems/requests resolved in accordance with service level objectives. Monitors/analyzes environment to proactively identify potential issues. Correlates analytics with operational activities to identify systemic issues or risks. Supports all aspects of printing environment. Assists print vendor and application teams with troubleshooting. Participates in change control for any environmental, operational, configuration changes as prescribed by defined processes. Provides guidance/oversight for team members in 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. Assists with the implementation and management of application servers. Follows best practices for the testing and deployment of application and security patches. Participates in change control activities for environmental, operational, configuration changes as prescribed by defined change control processes.
• Supports projects following AAH policies and practices. Assists in development of project plans. May serve as project manager for site projects of varying scope. Completes project tasks within project plan timeframes. Coordinates task assignments for other team members. Leads project team meetings. Identifies project risks. Develops risk reduction/issue resolution recommendations. Participates in technical review process. Provides timely and accurate project/task status reports. Consolidates individual team member status reports. Coordinates activities that require support or resources from other teams. Participates in change control for any environmental, operational, configuration changes as prescribed by defined processes. Provides guidance/oversight for team members in change control processes.
• Participates in onboarding/mentoring team members including training on AAH policies, procedures, standards, and best practices. Provides education to the team as new systems, features, standards or best practices are implemented. Monitors tickets to ensure defined process are followed. When issues are identified, provides coaching and informs leadership. Creates and maintains the IS Knowledge Base as systems are implemented or upgraded, processes are defined or changed, and standards are created or modified.
• Provides expert-level oversight of enterprise standards and site HIT environment. Assists with software deployment for site or enterprise initiatives. Assists with site Directory Services, accounts, security groups, network drives, and policies. Recommends device/software deployment procedures. Monitors standards compliance within site HIT environment. Back-up