IT Spec I

10 Jun 2024

Vacancy expired!

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 assignedBenefits •Work from home opportunities•Fast track career progression•Full list of Denver Health Benefits

Knowledge, Skills & Abilities

Minimum Qualifications Education•RequiredoHigh School Diploma or GED•PreferredoAssociate DegreeExperience•Requiredo2 years in a fast-paced customer service or hospitality environment•Preferredo1 year in a Help Desk, Service Desk, or equivalent environmento1 year in HealthcareKnowledge, Skills and Abilities•RequiredoAbility to type 40 words per minuteoWorld Class Customer Service Skills oProfessional and effective communications skills (verbal, written, and listening)oAbility to actively listen to customers while typingoAbility to adapt to frequent changes with a positive attitudeoAttention to detailsoAbility to handle difficult situations and users with successful outcomesoAbility to communicate technical issues to non-technical customersoAbility to achieve daily / weekly / monthly expectationsoExcellent analytical and problems solving skillsoAbility to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlinesoAbility to work independently and as part of a team in a customer-driven, fast-paced environment•PreferredoAbility to type 60 words per minuteComputers and Technology•PreferredoWindows 10oMicrosoft Office 365 and client supportoEpic EMR platformoBasic hardware support - mice, keyboards, monitors, scanners, and printersoiOS and AndroidCertificates, Licenses and Registration•PreferredoA proctored IT certification (such as CompTIA A+, ITIL 4 Foundation, etc.) Supervisory Responsibilities This position has no supervisory responsibilities

Education

• High School Diploma or GED (Required) •Associates Degree preferred

Experience

• 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 Professional

LocationConversion

Shift Varies

Work TypeFull time

Pay Range

Minimum: 21.11

Midpoint: 24.86

Maximum: 28.56

All 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.

  • ID: #42730826
  • State: Colorado Denver 80201 Denver USA
  • City: Denver
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-06-10
  • Deadline: 2022-08-08
  • Category: Security