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Job Summary
Under close supervision, this position provides basic IT hardware and software support for Denver Health staff over the phone, via email, and in person. Supported hardware includes desktop computers and peripherals, laptops, multifunction printer/copy/fax machines, etc. Supported applications includes Epic (electronic health record), the Epic MyChart patient portal (patient account support), Microsoft Windows and Office products, and various other business and clinical applications. This position requires 24x7x365 coverage, requiring employees to be flexible with work hours. Rotation of shifts can include days, evenings, weekends, and overnights to meet business needs. Responsible for maintaining the confidentiality, integrity, and availability of electronic protected health information and systems and processes that store or handle electronic protected health information. Responsible for reporting any security incident you become aware of to the Information Security Manager. Responsible for using elevated system privileges only when necessary and not using elevated system privileges for day-to-day and routine activities.Responsibilities•Essential Duties and Responsibilities • Answer inbound customer phone calls, emails, and portal requests (approximately 60 per day) • Troubleshoot issues remotely using various remote access applications • Provide on-site troubleshooting and support for customers • Escalate unresolved issues to next level support teams when necessary • Create and manage support tickets in our ITSM system • Effectively interact with customers while maintaining professionalism • Identify improvement opportunities • Meet daily, weekly, and monthly key performance indicators (KPIs) • Respond to alerts, pages, and other notifications within the expected time frame • Other duties as assigned Benefits • Work from home opportunities • Fast track career progression • Full list of Denver Health BenefitsKnowledge, Skills & AbilitiesMinimum Qualifications Education • Required o High School Diploma or GED • Preferred o Associate Degree Experience • Required o 2 years in a fast-paced customer service or hospitality environment • Preferred o 1 year in a Help Desk, Service Desk, or equivalent environment o 1 year in Healthcare Knowledge, Skills and Abilities • Required o Ability to type 40 words per minute o World Class Customer Service Skills o Professional and effective communications skills (verbal, written, and listening) o Ability to actively listen to customers while typing o Ability to adapt to frequent changes with a positive attitude o Attention to details o Ability to handle difficult situations and users with successful outcomes o Ability to communicate technical issues to non-technical customers o Ability to achieve daily / weekly / monthly expectations o Excellent analytical and problems solving skills o Ability to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlines o Ability to work independently and as part of a team in a customer-driven, fast-paced environment • Preferred o Ability to type 60 words per minute Computers and Technology • Preferred o Windows 10 o Microsoft Office 365 and client support o Epic EMR platform o Basic hardware support - mice, keyboards, monitors, scanners, and printers o iOS and Android Certificates, Licenses and Registration • Preferred o A proctored IT certification (such as CompTIA A+, ITIL 4 Foundation, etc.) Supervisory Responsibilities This position has no supervisory responsibilitiesEducation • High School Diploma or GED (Required) • Associates Degree preferredExperience • Experience in a customer service role• IT - MICROSOFT (Required) Knowledge incident ticket tracking systems, applications support, VOIP, printers and printer servers, Internet protocols (HTTP, HTTPS, FTP), basic networking, including wireless networks, and/or telecommunications desirable.Credentials • CompTIA A+• One proctored IT certification (CompTIA A+, Microsoft MCSA, Cisco CCNA, etc.) obtained every 12 months • All Certifications required for this job must be obtained and kept current as a condition of continued employment.• Microsoft Certified ProfessionalLocationConversionShiftVariesWork TypeFull time Pay RangeMinimum: 21.11Midpoint: 24.86Maximum: 28.56All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 18 school-based health centers, Rocky Mountain Poison and Safety, a Public Health department, an HMO and The Denver Health Foundation.As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. As an EOE, Denver Health does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.