IT Systems Engineer Associate

Atrium Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. They are seeking an IT Systems Engineer Associate to serve as a primary break-fix and escalation resource for Microsoft 365 applications and assist in resolving technical support tickets while providing guidance on application usage.

Responsibilities:

• Address support tickets escalated from tier 1 and 2 support levels within ServiceNow
• Escalate and track support tickets with vendors
• Troubleshoot out of the box SharePoint Online, OneDrive, Microsoft Teams, Microsoft Forms, Power Automate, OneNote and Viva Engage functionality
• Troubleshoot Microsoft Flow automation
• Assist with tenant migration, consolidation, and decommission activities
• Promote Copilot adoption
• Generate reporting that tracks and trends issues and make recommendations toward resolution
• Maintain Knowledge Base articles, eLearning, and training content
• Maintain schedule and book resources for weekly training webinars
• Prioritize problems and issues as needed
• Plans, schedules, and coordinates server hardware, application software installations and upgrades for systems implemented in the Enterprise. Ensures team follows change management processes and makes suggestions on change management process improvements
• Installs and supports virtualization solutions for the organization. Develop solutions in a physically distributed environment throughout all phases of its lifecycle to define, implement and support proof of concept, design, configuration, automation, testing, migration phases, triage incidents to resolution and mentoring of other team members
• Installs and supports device integration solutions. Maintains understanding of technology stack components from desktop to wide area network, to troubleshoot integration conflicts and isolate issues for resolution. Analyzes business requirements and creates technical recommendations. Provides maintenance, testing, documentation and training for the operating systems and hardware
• Assists with and supports workstation and server administration procedures. Ensures capacity monitoring processes are followed and initiates corrective activities. Monitors and tunes diagnostic imaging and other systems implemented in the Enterprise to achieve optimum performance levels. Assists in capacity monitoring and planning process design and review. Recommends improvements to current technical architecture
• Implements backup and recovery procedures to ensure data/media recoverability for site- based systems. Participates as needed in disaster recovery and business continuance configurations and procedures
• Follows quality assurance processes to ensure proper system operation, optimum performance, and absence of defects. Ensures integrity for application delivery and directory administration for the Enterprise
• Monitors tasks and resources and initiates corrective actions. Communicates with staff and clients in order to keep them informed with regard to activity status and potential problem areas
• Prioritizes problems and issues as needed. Works collaboratively with vendors at technical and management level to resolve problems and manage escalation
• Tracks and trends problems and makes recommendations towards resolution

Requirements:

• 1-2 years of technical support experience that includes the Microsoft 365 suite of applications
• Experience with Excel, Word, Outlook, PowerPoint and OneNote desktop applications
• Bachelor's degree in computer science or related field preferred
• Will consider 2-year degree candidates or candidates with equivalent work experience
• Typically requires 1 – 2 years of experience in Platforms, Network Communications, and Project Management
• Experience in using backup tools, storage systems, and network management systems, application delivery systems and supporting directory technology systems
• Knowledge of operating systems, vendor-specific environments, and other system software
• Knowledge of systems administration and the inter-relationships between application code and server operating systems and desktop operating systems
• Knowledge of hardware and software as used in the clinical and/or business setting
• Demonstrated ability to translate user requirements into system specifications
• Strong organizational and analytical skills
• Strong problem and issue resolution skills
• Strong written and oral communication skills
• Ability to handle multiple tasks, set appropriate priorities and accomplish assignments in a thorough and timely manner