Executive Support Technician Job at The University of Kansas Health System (Kansas City)

Job Description

The Executive Support Technician I will provide best-in-class ("white glove") IT support to our Providers, Executives, and their support staff both onsite and remotely for those working at home. To be successful, this person must have excellent customer service skills, listening & communication skills, show initiative, be self-directed, motivated, organized, and results-driven.

Job Responsibility

Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department
Responsibility in assisting providers, executives, and their support staff with the installation, configuration, and ongoing usability of supported computing platforms, mobile devices, peripheral devices and software within established standards and guidelines
Responsibility in delivering “white glove” level response to providers, executives, and their support staff over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner
Responds quickly to technology outages affecting providers, executives, and their support staff to restore service as quickly as possible
Provides audio visual support for providers, executives, and their support staff to ensure successful presentations, meetings, and events
Establishes trust while maintaining privacy and confidentiality in all dealings with providers, executives, and their support staff
Responsibility for provider onboarding related to configuration of mobile devices for patient care including EPCS enrollment, EMR mobility applications, etc
Collaborates with other HITS teams for providers, executives, and their support staff and acts as primary contact and owner for escalated issues to HITS for providers, executives, and their support staff
Works with third-party vendors to resolve technical problems with desktop computing equipment and software
Skilled in communication, both oral and written, under potentially adverse situations with a focus on customer service and satisfaction
Responsible for obtaining and thoroughly documenting all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk knowledge management system
Maintains an ever-increasing level of proficiency in hardware, software, networking, and other technologies related to the HITS department
Participates in special projects and performs other duties as assigned
Maintains an accurate accounting of time spent on end user issues and on HITS projects
Generates tickets, in the ITSM tool, for all work completed as part of their day to day support duties
Demonstrates competence in prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs)
Demonstrates competence in troubleshooting and resolution of reported issues and the ability to collaborate with and escalate to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier I
Demonstrates competence in documenting trouble ticket resolutions with a keen attention to detail, maintains Hospital knowledgebase articles and actively participates in maintaining support policies and procedures
Demonstrates the ability to manage time and resources in the best interest of the Hospital
Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records
Identifies opportunities for training that would improve productivity and proficiency within the department or within the Hospital
Trains end users on basic hardware, software, and network resources, on a one-on-one basis
Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas
Provides escalated support for the Service Desk and Desktop Support Technician I
Participates in on-call rotation and provides end user support during off hours, holidays and weekends
Demonstrates a willingness to work in a team-oriented, collaborative environment

Requirements

High School Graduate
4 or more years In lieu of Bachelor's Degree: equivalent minimum of 4 years experience in field is required
5 or more years experience in enterprise or healthcare IT support
Professional experience with Apple iOS, iPadOS and MacOS and Apple hardware
Experience with Microsoft technologies including: Active Directory, Teams, Intune, Outlook, Office 365, SCCM, and video conferencing technologies.

Nice to have

Bachelors Degree in Computer Science, a related field or equivalent experience
1 or more years experience working with C Suite Executives or Providers

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Executive Support Technician

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