IT Service Desk Support Analyst II

Boulder Community Health Boulder , CO 80301

Posted 2 months ago

Full Time, Nights.# Starting rate of $25.11 per hour,#additional consideration based on years of experience.#A differential is provided for flexibility associated with scheduling. Starting rate includes night differentia Boulder Community Health was recently honored as Best Local Employer by the Daily Camera in the 2018 Boulder County Gold, their People#s Choice Awards for businesses in Boulder County.# Come join us and be a part of an independent, community-focused health system and feel good knowing that your work will make a difference in people#s lives and be a positive contribution to the community. POSITION SUMMARY This position will provide technical support to Service Desk customers.# You will model a high standard for customer service while responding to requests for technical assistance by phone, email, in person, or through the Service Desk ticketing system.# Responsible for proactively repairing and maintaining the hospital#s desktop and print infrastructure. In addition, you will provide first tier technical support for application systems. Contribute to the knowledgebase effectiveness by recommending and authoring content additions. Responsible for diagnosing, troubleshooting and resolving technical problems with desktop hardware, software and BCH applications.# You will escalate more complex or systemic issues to the Service Desk Lead.# Participate in mentoring and knowledge sharing activities to improve your effectiveness and knowledge.# Works under the supervision of the IT Service Desk Manager and in conjunction with all IT staff to support and maintain the systems at Boulder Community Hospital. JOB QUALIFICATIONS Education or Formal Training An Associate#s degree in Computer Science, Information Technology, or other technical field is preferred and/or 4 years of prior Service Desk or hands-on desktop support experience.# A combination of education and work experience is acceptable. # Hold at least two of the following certifications or hold 1 certification and obtain a second certification within 6 months of employment:# CompTIA A+, Microsoft Certified Professional (MCP), HDI Desktop Support Technician Certification, and Microsoft Certified Desktop Support Technician (MCDST) or other certifications that may be substituted at the discretion of IT Management. A Bachelor of Science degree in a computer related field can be substituted in lieu of this certification requirement. Special Qualifications (licensure, registration, etc.) Driver#s License (for providing off-site support) is required. ITIL Foundation experience a plus. Knowledge, Skill and Ability Excellent customer service skills and a strong customer service focus. Must have working, demonstrable knowledge of enterprise technology concepts and troubleshooting skills. Must be able to rely on a working technology knowledge to independently exercise professional discretion when responding to technical incidents. Must be able to combine technology knowledge and professional judgement to employ flexibility and ingenuity when responding to situations that require temporary work arounds. Must be able to participate on project teams and take ownership and accountability to meet project requirements.# This requires using independent judgment to identify technical compatibility or workflow concerns that may present during the course of the project. Must have the ability to engage in, troubleshoot and resolve issues of increasing complexity. Work under the guidance of the Service Desk Lead and Service Desk Manager. Ability to prioritize workload in a fast-paced environment.# Must be able to manage multiple tasks based on urgency, priority, and complete work within established timelines and defined service level agreements. Experience Must have experience in an enterprise setting. Must have Service Desk experience providing phone support to resolve issues via phone. Demonstrated experience providing hands-on repair for desktop computer hardware and troubleshooting/supporting the Microsoft Windows XP/7/10 operating systems, TCP/IP networking, printers and other misc. peripherals.# Must be familiar with Active Directory, virus protection software, Citrix, Microsoft Office or O365, website protocols (http, https, etc.), desktop virtualization and single sign-on technologies.# Knowledge of LAN/WAN technologies, system security (i.e. authentication, access controls, etc.) a plus. WORKING ENVIRONMENT/PHYSICAL ACTIVITIES Ability to lift and carry up to 50 lbs is required. ESSENTIAL DUTIES AND RESPONSIBILITIES Provide technical support to customers Respond to, troubleshoot, and resolve (or escalate to Service Desk Lead) all customer inquiries submitted to the helpdesk via telephone, web-based help tracking system, e-mail, or voicemail systems. Ensure that user requests, work orders, and vendor issues/tasks are prioritized and completed in a timely and satisfactory manner. Fully document customer#s request/problem, information found during troubleshooting, actions taken, and final resolution. Assure problem resolution by taking direct ownership of the problem and involving other technical resources as necessary. Use all available resources to resolve problems (i.e., standard solutions, problem history, Knowledgebase, web-based tools, etc.) Keep the customer updated on the status of their work order resolution. Perform quality checks on outcomes of work performed. Use remote desktop tools when appropriate to provide fast response and quick problem resolution Execute planned and unplanned system downtime procedures in accordance with hospital policy.# Provide support for the hospital#s desktop computer and peripheral infrastructure Configure computer hardware, printers, peripheral devices, and software. Maintain equipment/asset inventory.# Record all current equipment location, equipment movement, equipment placed in storage, and equipment sent to repair and/or returning from repair. Instruct and assist others in the proper use of new or existing computer equipment. Ensure business continuity Assist with the development and testing of the hospital#s disaster recovery plan. Promotes operational efficiency and effectiveness Maintain a helpdesk/tech support knowledge database. Document procedures used to implement support hardware and software sufficient to allow other support team members to be able to support these systems. Maintain current knowledge of relevant hardware and software in use in the hospital. # About Boulder Community Health and Boulder, Colorado Uncompromising medical excellence, delivered with the values of respect and compassion. Since 1922, Boulder Community Health has built our reputation on this promise. As a community-owned and operated not-for-profit hospital and clinics, we remain dedicated to meeting the evolving healthcare needs of our citizens and providing access to high quality medical care. Our state-of-the art facilities are home to many medical professionals who offer an extensive range of medical services. Nestled in the foothills of the Rocky Mountains, adventure awaits you right outside your door. Big, beautiful vistas, serene snow-capped mountains, and a lifestyle conducive to enjoying the outdoors bring a truly fresh perspective to our practice of healthcare. Surround yourself by natural beauty and an active, life-embracing community, while you enjoy state-of-the-art facilities and equipment along with a competitive compensation and benefits package, including health/dental/life, paid annual leave, tuition reimbursement and much more. EOE/Affirmative Action/Drug-free workplace

Full Time, Nights.

Starting rate of $25.11 per hour, additional consideration based on years of experience. A differential is provided for flexibility associated with scheduling. Starting rate includes night differentia

Boulder Community Health was recently honored as Best Local Employer by the Daily Camera in the 2018 Boulder County Gold, their People's Choice Awards for businesses in Boulder County. Come join us and be a part of an independent, community-focused health system and feel good knowing that your work will make a difference in people's lives and be a positive contribution to the community.

POSITION SUMMARY

This position will provide technical support to Service Desk customers. You will model a high standard for customer service while responding to requests for technical assistance by phone, email, in person, or through the Service Desk ticketing system. Responsible for proactively repairing and maintaining the hospital's desktop and print infrastructure. In addition, you will provide first tier technical support for application systems. Contribute to the knowledgebase effectiveness by recommending and authoring content additions. Responsible for diagnosing, troubleshooting and resolving technical problems with desktop hardware, software and BCH applications. You will escalate more complex or systemic issues to the Service Desk Lead. Participate in mentoring and knowledge sharing activities to improve your effectiveness and knowledge. Works under the supervision of the IT Service Desk Manager and in conjunction with all IT staff to support and maintain the systems at Boulder Community Hospital.

JOB QUALIFICATIONS

Education or Formal Training

  • An Associate's degree in Computer Science, Information Technology, or other technical field is preferred and/or 4 years of prior Service Desk or hands-on desktop support experience. A combination of education and work experience is acceptable.

  • Hold at least two of the following certifications or hold 1 certification and obtain a second certification within 6 months of employment: CompTIA A+, Microsoft Certified Professional (MCP), HDI Desktop Support Technician Certification, and Microsoft Certified Desktop Support Technician (MCDST) or other certifications that may be substituted at the discretion of IT Management. A Bachelor of Science degree in a computer related field can be substituted in lieu of this certification requirement.

Special Qualifications (licensure, registration, etc.)

  • Driver's License (for providing off-site support) is required.
  • ITIL Foundation experience a plus.

Knowledge, Skill and Ability

  • Excellent customer service skills and a strong customer service focus.

  • Must have working, demonstrable knowledge of enterprise technology concepts and troubleshooting skills.

  • Must be able to rely on a working technology knowledge to independently exercise professional discretion when responding to technical incidents.

  • Must be able to combine technology knowledge and professional judgement to employ flexibility and ingenuity when responding to situations that require temporary work arounds.

  • Must be able to participate on project teams and take ownership and accountability to meet project requirements. This requires using independent judgment to identify technical compatibility or workflow concerns that may present during the course of the project.

  • Must have the ability to engage in, troubleshoot and resolve issues of increasing complexity.

  • Work under the guidance of the Service Desk Lead and Service Desk Manager.

  • Ability to prioritize workload in a fast-paced environment. Must be able to manage multiple tasks based on urgency, priority, and complete work within established timelines and defined service level agreements.

Experience

  • Must have experience in an enterprise setting.

  • Must have Service Desk experience providing phone support to resolve issues via phone.

  • Demonstrated experience providing hands-on repair for desktop computer hardware and troubleshooting/supporting the Microsoft Windows XP/7/10 operating systems, TCP/IP networking, printers and other misc. peripherals. Must be familiar with Active Directory, virus protection software, Citrix, Microsoft Office or O365, website protocols (http, https, etc.), desktop virtualization and single sign-on technologies.

  • Knowledge of LAN/WAN technologies, system security (i.e. authentication, access controls, etc.) a plus.

WORKING ENVIRONMENT/PHYSICAL ACTIVITIES

Ability to lift and carry up to 50 lbs is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide technical support to customers

  • Respond to, troubleshoot, and resolve (or escalate to Service Desk Lead) all customer inquiries submitted to the helpdesk via telephone, web-based help tracking system, e-mail, or voicemail systems.

  • Ensure that user requests, work orders, and vendor issues/tasks are prioritized and completed in a timely and satisfactory manner.

  • Fully document customer's request/problem, information found during troubleshooting, actions taken, and final resolution.

  • Assure problem resolution by taking direct ownership of the problem and involving other technical resources as necessary.

  • Use all available resources to resolve problems (i.e., standard solutions, problem history, Knowledgebase, web-based tools, etc.)

  • Keep the customer updated on the status of their work order resolution.

  • Perform quality checks on outcomes of work performed.

  • Use remote desktop tools when appropriate to provide fast response and quick problem resolution

  • Execute planned and unplanned system downtime procedures in accordance with hospital policy.

  • Provide support for the hospital's desktop computer and peripheral infrastructure

  • Configure computer hardware, printers, peripheral devices, and software.

  • Maintain equipment/asset inventory. Record all current equipment location, equipment movement, equipment placed in storage, and equipment sent to repair and/or returning from repair.

  • Instruct and assist others in the proper use of new or existing computer equipment.

  • Ensure business continuity

  • Assist with the development and testing of the hospital's disaster recovery plan.

  • Promotes operational efficiency and effectiveness

  • Maintain a helpdesk/tech support knowledge database.

  • Document procedures used to implement support hardware and software sufficient to allow other support team members to be able to support these systems.

  • Maintain current knowledge of relevant hardware and software in use in the hospital.

About Boulder Community Health and Boulder, Colorado

Uncompromising medical excellence, delivered with the values of respect and compassion. Since 1922, Boulder Community Health has built our reputation on this promise. As a community-owned and operated not-for-profit hospital and clinics, we remain dedicated to meeting the evolving healthcare needs of our citizens and providing access to high quality medical care. Our state-of-the art facilities are home to many medical professionals who offer an extensive range of medical services.

Nestled in the foothills of the Rocky Mountains, adventure awaits you right outside your door. Big, beautiful vistas, serene snow-capped mountains, and a lifestyle conducive to enjoying the outdoors bring a truly fresh perspective to our practice of healthcare.

Surround yourself by natural beauty and an active, life-embracing community, while you enjoy state-of-the-art facilities and equipment along with a competitive compensation and benefits package, including health/dental/life, paid annual leave, tuition reimbursement and much more.

EOE/Affirmative Action/Drug-free workplace

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IT Service Desk Support Analyst II

Boulder Community Health