Advocate Aurora Health - Milwaukee, WI
posted 4 months ago
The IT Endpoint Inventory Depot Technician is a critical role responsible for the management, maintenance, repair, and tracking of IT endpoint devices, including laptops, desktops, tablets, cellular phones, and peripherals. This position requires the technician to perform intermediate-level troubleshooting and repair of PC endpoint devices, while also coordinating with vendors and suppliers for warranty and replacement services. The technician will play a key role in coordinating project hardware storage and delivery, ensuring proper asset tracking throughout the process. Additionally, the technician will be involved in imaging and configuring new or used IT endpoint devices in a centralized imaging center, adhering to defined processes and standards. In this role, the technician ensures that the Health Information Technology (HIT) environment is functioning optimally and that end-users' needs are met. This includes providing end-user support, which encompasses training on new device capabilities, basic device operations, accessing network resources, and device security best practices. The technician will follow established procedures for managing service tickets, ensuring timely acknowledgment and communication, along with complete resolution documentation. It is essential that technology problems and service requests are resolved in accordance with service level objectives and information systems policies. The technician will contribute to Endpoint Fleet Technology Management for any Advocate Health Device, which includes analysis, configuration, installation, maintenance, upgrades, and retirement of hardware and software. This role requires 24/7 support and may involve business travel. The technician will ensure compliance with Advocate Health HIT standards, proactively identifying variations from standards and potential technology issues. Participation in root cause analysis and collaboration with other Advocate Health teams and vendors will be necessary to resolve identified issues. The technician will also perform software installations using defined Advocate Health processes and tools, following the IT Asset Management (ITAM) process for device removal, including inventory management. As a local field resource, the technician will be assigned to multiple projects, including acquisitions, construction projects, new system implementations, upgrades, maintenance, or retirements, while adhering to HIT system policies and practices. The technician will interpret and champion the prioritization of projects, assisting in aligning business needs with technology to provide the highest return on investment. Completing assigned project tasks within defined timelines and communicating updates, potential risks, or concerns to the project management and leadership team is essential. The technician will also participate in developing risk reduction recommendations and solutions for issues. Collaboration with cybersecurity teams is crucial for the proactive monitoring and remediation of potential threats within the HIT environment. The technician will also participate in the design, development, and deployment of emerging technology initiatives, such as thin clients and Virtual Desktop Infrastructure (VDI), through testing, analysis, and documentation. Building and maintaining relationships with technology users through rounding and consulting will be key to assessing and developing technical solutions. Participation in change control activities for any environmental, operational, or configuration changes as prescribed by defined change control processes is also expected. Finally, the technician will support and implement HIT and FTSO Strategic Initiatives that align with the overall goals of Advocate Health.