Executive Support Technician

Position Title

Executive Support Technician

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  be successful, this person must have excellent customer service skills, listening & communication skills, show initiative, be self‑directed, motivated, organized, and results‑driven.

• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• Assist 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.
• Deliver "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.
• Respond quickly to technology outages affecting providers, executives, and their support staff to restore service as quickly as possible.
• Provide audio‑visual support for providers, executives, and their support staff to ensure successful presentations, meetings, and events.
• Establish trust while maintaining privacy and confidentiality in all dealings with providers, executives, and their support staff.
• Handle provider onboarding related to configuration of mobile devices for patient care including EPCS enrollment, EMR mobility applications, etc.
• Collaborate with other HITS teams and act as primary contact and owner for escalated issues to HITS.
• Work with third‑party vendors to resolve technical problems with desktop computing equipment and software.
• Communicate effectively, both orally and in writing, under potentially adverse situations with a focus on customer service and satisfaction.
• Obtain and thoroughly document all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk knowledge‑management system.
• Maintain an ever‑increasing level of proficiency in hardware, software, networking, and other technologies related to the HITS department.
• Participate in special projects and perform other duties as assigned.
• Maintain an accurate accounting of time spent on end‑user issues and on HITS projects.
• Generate tickets in the ITSM tool for all work completed as part of daily support duties.
• Demonstrate competence in prioritizing and resolving user issues within Hospital‑defined Service Level Agreements (SLAs).
• Demonstrate competence in troubleshooting and resolution of reported issues and collaborate with technology teams required to resolve issues that cannot be resolved at Tier I.
• Document trouble‑ticket resolutions with keen attention to detail, maintain Hospital knowledge‑base articles, and actively participate in maintaining support policies and procedures.
• Manage time and resources in the best interest of the Hospital.
• Compile data to maintain inventory, purchasing, shipping and other records.
• Identify opportunities for training that would improve productivity and proficiency within the department or within the Hospital.
• Train end users on basic hardware, software, and network resources one‑on‑one.
• Provide on‑site and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
• Provide escalated support for the Service Desk and Desktop Support Technician I.
• Participate in on‑call rotation and provide end‑user support during off‑hours, holidays and weekends.
• Demonstrate willingness to work in a team‑oriented, collaborative environment.
• Other duties may be assigned as required.

• High School Graduate
• 4 or more years of experience, or, in lieu of a Bachelor’s Degree, an equivalent minimum of 4 years experience in the 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…