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IT Support Specialist II

Req #:  112067
Facility:  Support Centers
Department:  Information Systems
City:  Oak Brook
Posting Budget Status:  Day
Shift Type:  Full Time - Permanent
Posting FTE:  1

Advocate Health Care, the largest health system in Illinois and one of the largest health care providers in the Midwest. Our Corporate Support & Operations Services are equally committed to advancing Advocate's goal of building lifelong relationships with patients by delivering the best health outcomes and highest level of service through an integrated approach to care and wellness.

IT SUPPORT SPECIALIST ll, Advocate Aurora Health, Oak Brook, Il.

  • Days, full time between 7a to 7p
  • Oak Brook, Illinois

REQUIREMENTS:

  • Bachelor's degree or 4 years experience in a complex IT operating environment that includes: Microsoft Windows. Microsoft Office Products. Good communication skills.
  • Proficient customer service skills.
  • Knowledge of a variety of hardware platforms and operating systems.
  • Good problem determination skills. None
  • Must be able to travel to various Advocate sites.
  • On Call rotation support required.

JOB DESCRIPTION:
Support specialist provides an advanced level of support to our customer base. Helping identify complex issues and push software deployments as necessary via requests. Plays a critical role in managing Major Incidents and starting the event management process. Creates knowledge articles from information gathered by Sr IT Support Specialist. Acts as an escalate to the IT Support Specialist I..A

Accountabilities:

  • MENTORING STAFF DEVELOPMENT ~ Participates in the onboarding and mentoring of team members.
  • TECHNOLOGY AND SERVICE SUPPORT ~ Maintains proficiency with all supported applications, department processes and procedures so as to handle calls in the most efficient manner allowing attainment of personal productivity goals as measured by calls handled per hour (CPH). Supports enterprise end user experience with end user technology. Installing software when needed, and providing customers communication and clarification on process.  
  • QUALITY ASSURANCE ~ Maintains an awareness of defined responses as well as aggressively seeks opportunities to define resolutions to undocumented problems in order to provide effective client problem resolution services and meet personal First Call Resolution (FCR) goals.
  • CLIENT MANAGEMENT~ Establishes and maintains positive relationships using call handling techniques. Ensures customer satisfaction by checking devices are functioning at an optimal level. Following up with the customers for overall satisfaction.
  • POLICIES AND PROCEDURES ~ Adheres to policies and procedures, ensuring schedule adherence objectives are met.
  • PROJECT SUPPORT / MANAGEMENT ENTERPRISE WIDE: Supports the Sr. IT Support Specialists in order to create the necessary knowledge base articles.  Provides training Help Desk Specialist to ensure smooth transition from project implementation to support from the Help Desk.
  • PROJECT SUPPORT / MANAGEMENT ~ TECHNOLOGY HELP DESK PROJECT ~ Handles task as it relates to new application implementation, new technology deployment or application upgrades as assigned by the SR. IT Support Specialist.

About Advocate Health Care

 

Advocate Health Care, named among the nation’s Top 5 large health systems based on quality by Truven Analytics, is the largest health system in Illinois and one of the largest health care providers in the Midwest. Advocate operates more than 250 sites of care, including 12 hospitals that encompass 11 acute care hospitals, the state’s largest integrated children’s network, the state’s largest emergency and Level I trauma network, one of the area’s largest home health care companies, and the region’s largest medical group. Advocate Health Care has 4 teaching hospitals and is a not-for-profit, mission-based health system affiliated with the Evangelical Lutheran Church in America and the United Church of Christ.


Nearest Major Market: Chicago