Job description
Full Time, Evenings. 40 hours/week 1:30pm-10pm.
Pay Range is between $20.39-$29.58hr, depending on years of relevant and like experience. **Range includes evening differential.
Boulder Community Health is a Certified Level II Trauma Center. In 2022, we celebrated the 100th anniversary of the founding of our organization. We are honored to hold the awards of 2021 U.S. News & World ‘Best Hospitals for Maternity Care’, 2019 Best Medical Facility from Boulder Weekly, and Best Local Employer from Daily Camera. Come be part of an independent, community-focused health system; feel good knowing that your work will make a difference in people’s lives and positively contribute 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 2 years of prior Service Desk or hands-on desktop support experience. A combination of education and work experience is acceptable.
- Hold at least one of the following certifications, or obtain within 6 months of employment: CompTIA A+, Microsoft Certified Professional (MCP), HDI Desktop Support Technician Certification, Microsoft Certified Desktop Support Technician (MCDST). Other certifications 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.
Experience
- Must have:
- Basic hands-on or service desk experience providing hands-on repair for desktop computer hardware and troubleshooting/supporting the Microsoft Windows 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, desktop virtualization and single sign-on technologies.
- Experience in an enterprise setting 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 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.
- Demonstrated ability to be self-motivated and work individually with minimal supervision or within a team environment.
- General knowledge of hospital department operations and knowledge of information security.
- Proficient and knowledgeable in Microsoft operating system and networking concepts and technologies.
- Proficient in remote management of large numbers of PCs through remote/network-based tools.
- Must be able to work varying shifts and provide after hours and weekend support to the hospital as part of an on-call rotation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide technical support to customers
- Ensure that user requests, work orders, and vendor issues/tasks are prioritized and completed in a timely and satisfactory manner.
- Use all available resources to resolve problems (i.e., standard solutions, problem history, Knowledgebase, web-based tools, etc.)
- 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.
- 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.
- Assists in the maintenance of the hospital’s information Security Program.
WORKING ENVIRONMENT/PHYSICAL ACTIVITIES
Ability to lift and carry up to 50 lbs is required.
About Boulder Community Health and Boulder, Colorado
Uncompromising medical excellence delivered with respect and compassion. Since 1922, Boulder Community Health has built a strong reputation on these values. As community-owned and operated not-for-profit hospital and clinic locations, we remain dedicated to the evolving needs of our citizens and providing access to high-quality care. Nestled in the foothills of the Rocky Mountains, the Boulder lifestyle is conductive to enjoying the outdoors and brings a fresh perspective to healthcare practice. Surround yourself by natural beauty and an active, life-embracing community. Enjoy state-of-the-art facilities and equipment along with competitive compensation and benefits, including health/dental/life, tuition reimbursement, on-site fitness center, Employee Wellness, Employee Activities & Discounts, and many more!
EOE/Affirmative Action/Drug-free workplace
Location: Boulder Community Health · IT Service Desk
Schedule: Full-time, Evenings - 8 hour shifts, M-F 1:30pm-10pm
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