IT Operations Technician II

IT Operations Technician II

Avel eCare is seeking a motivated IT Operations Technician II to support the deployment and ongoing operations of technology solutions across our nationwide virtual health network. In this role, you will configure, test, and deploy network equipment and end-user devices, administer Mobile Device Management (MDM) systems, and provide Tier 23 technical support. Working onsite at our virtual hospital hub in Sioux Falls, SD, you will assist with customer onboarding, troubleshoot connectivity issues, and manage asset logisticscollaborating across teams to ensure reliable service delivery and high customer satisfaction.

General Hours of Work: Monday Fridays (Days, with some weekend, evening, night schedules and call time involvement as required)

Exempt/Nonexempt: Non-Exempt (hourly)

Department/Unit: Corporate IT

Reports To: Manager IT Implementation and Logistics

Location: This position will be onsite in Sioux Falls, SD.

The IT Operations Technician is responsible for the deployment, configuration, and testing of IT network equipment and end-user devices, including phones, video conferencing systems, and tablets. This role supports customer go-live testing, performs troubleshooting and network diagnostics, and administers Mobile Device Management (MDM) systems to ensure secure and efficient device management. This role supports existing and new technologies used throughout the organization. The position also handles logistics related to packing, shipping, and asset tracking to support seamless IT implementations.

Essential Functions:

• Leads IT implementation projects, deploying, configuring, and testing equipment and software for Avel and customer devices.
• Manages and administers Avel's mobile solutions including Cradlepoint, Workspace One, Samsung Knox systems, providing support as necessary.
• Creates KB articles required for troubleshooting Avel deployed services.
• Assists customers during implementation process and go-live testing, providing technical support and troubleshooting.
• Performs network troubleshooting and diagnostics to resolve connectivity and hardware issues.
• Assist packing, shipping, and tracking of IT equipment with accurate documentation.
• Collaborates with IT teams to coordinate deployments, schedules, and project requirements.
• Provides Tier 2-3 support related to Avel technology
• Interacts with end-users to obtain clarification of problems and provide resolution for equipment failures or degradations.
• Works within established configuration and change management policies to ensure awareness, approval, documentation, and success of changes made to the network systems and infrastructure.
• Maintains logs and device inventories, as well as appropriate documentation including application notes, drawings, and configuration information.
• Assists the manager with forecasting, vendor sourcing, and distribution activities within the supply chain process, including supporting collaboration with Avel business units to ensure accurate forecasting and the development of protocols that align purchasing timelines with the sales pipeline.
• Participates in the analysis, collection and maintenance of records as needed by Quality Assurance/Compliance personnel, JCAHO accreditation, SOC 2 compliance and OSHA guidelines or as may be required by law.

Essential Qualifications:

The individual must be able to work the hours specified above. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform these essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions, so long as the accommodation does not cause undue hardship for the employer.

Education and/or Experience:

• Associate's degree in information technology, computer science, or a related field is preferred.
• Minimum three years of experience in deploying telephony, video conferencing systems, and mobile devices is required.
• Minimum three years of experience supporting or leading IT project implementations is required.

About Avel eCare:

Avel eCare is a nationally recognized telemedicine care provider offering the largest and most comprehensive virtual health networks in the world. Based in Sioux Falls, South Dakota, Avel operates a multispecialty telemedicine network, partnering with more than 650 health care systems, rural hospitals, outpatient clinics, long-term care facilities, school districts, prisons, skilled nursing facilities and law enforcement agencies to deliver innovative telemedicine care across the country.

During the past three decades, Avel has developed eight distinct telehealth services, Behavioral Health, Critical Care, Emergency, Hospitalist, Pharmacy, Specialty Care, Senior Care and School Healthin response to needs expressed by the communities and clinicians whom Avel serves. Within the past year alone, Avel's virtual health care delivery model has impacted the lives of nearly two million patients. The efficiency of these telehealth services have saved health care costs and unnecessary time and travel for patients and physicians. On a national and world level, we are a model of how telehealth presents effective solutions today and tomorrow's most daunting challenges.

An innovative spirit among Avel eCare employees provided the spark that started Avel eCare's telemedicine movement and is what continues to fuel our ability to transform the way healthcare is delivered across the world today. When you join the Avel team, you'll appreciate the dedication, collaboration and support of other highly skilled professionals who work with you onsite in our virtual hospital hub or through our remote workforce.

Mission: Every person and every community deserves access to high quality care. Avel's experts collaborate with local clinicians through telemedicine, to deliver high quality care when and where it's needed.

Vision: Avel eCare serves as a catalyst for change. We are creating a future of health care without boundaries through Service, Quality, Collaboration, and Innovation.