Job description

University of Colorado Medicine (CU Medicine) is the region’s largest and most comprehensive multi-specialty physician group practice. The CU Medicine team delivers business operations, revenue cycle and administrative services to support the patients of over 3,500 University of Colorado School of Medicine physicians and advanced practice providers. These providers bring their unparalleled expertise at the forefront of medicine to deliver trusted, compassionate health care services at primary and specialty care clinics as well as facilities operated by affiliate hospitals of the University of Colorado.

This position will work on-site on a rotational schedule based on business needs (approx. 2-3 days/wk, for 1-2 weeks per month).

PLEASE NOTE: The individual hired for this position will be required to be fully vaccinated against COVID-19 or furnish proof of an approved medical or religious exemption. In the event you are contacted by CU Medicine regarding your candidacy, please direct any questions around vaccination status to the recruiter at that time.

We are seeking a highly motivated Sr. Technical Support Analyst to join our Information Technology Services team.

The Sr. Technical Support Analyst will provide technical support to CU Medicine employees and other users of CU Medicine’s computing environment and equipment. Specifically, this includes all desktop and laptop computers, all connected devices (e.g. off-site credit card payment devices), as well as enterprise and local printers, conference room audio/visual equipment, operating/enterprise productivity software, and telephony solutions.

Job duties include but are not limited to:
Service Operations and Support

• Diagnose and solve customer reported issues by applying technical expertise, product knowledge, and problem solving skills.
• Provide services directly to customers, help resolve computing problems and analyze customer issues in order to provide timely resolution.
• Build, test and implement all CU Medicine personal computer hardware and software using Mobile Device Management (MDM) tools prior to user deployment.
• Perform logistics activity to support remote workforce equipment requirements.
• Ensure accurate inventory data in the asset management systems and administration tools.
• Maintain the operating integrity of the CU Medicine corporate phone systems, call reporting systems, and electronic faxing system.
• Fulfill all telecommunication requests for adds, moves, and changes for employees, and keep telephone database current.
• Troubleshoot all telecommunication issues and work with appropriate vendor(s) to resolve as needed.
• Maintain current and accurate inventory and support all CU Medicine and off-site clinic payment devices.
• Participate in all audio/visual (AV) projects and support serving as a SME in areas of expertise/responsibility for the corporate A/V equipment and conferencing software.
• Establish and maintain current and correct documentation.
• Participate in development and maintenance of department standards, guidelines and procedures related to personal computer, audio/visual and telephony management.

Service Construction and Transition

• Work collaboratively with CU Medicine ITS and all other business units to define and understand existing services, evaluate requests for new or enhanced services, and determine impact and efficiencies to be gained.
• Participate in requirements gathering, design, and implementation of ITS, or business projects which may include consideration of potential additions to Service Catalogue.
• Coordinate service enhancements, and defect fixes with all third party vendors and developers.
• Create and submit enhancement requests to the Change Advisory Board (CAB), ensuring the impact of all changes are understood and accounted for, all necessary testing and validation has occurred and is documented per ITS standards.
• Ensure quality, secure and resilient service is created or enhanced, resulting in the successful implementation and transition of the service, features, components, technology, architecture, and documentation.
• Perform other duties and assist with special projects as assigned.

Requires a high school diploma, bachelor’s degree strongly preferred. Must have a minimum of 5 years technical support analysis experience, including:

• Experience with Microsoft operating systems, and Microsoft Office products, and
• Relevant Microsoft certification(s) or equivalent

Experience working in higher education or healthcare is a plus. Must have good planning, organizational and time management skills. Demonstrated flexibility with the ability to work independently in a high-stress environment and take direction and handle multiple assignments is essential to success. Must be accurate and detail oriented. Exceptional customer service skills coupled with highest level verbal and written communication skills are key. Heavy lifting of up to 50 lbs is required.

All applications MUST be submitted via our website.

CU Medicine is dedicated to ensuring a safe and secure environment for our staff and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees prior to their employment. We are an equal opportunity employer.

The listed pay range (or hiring rate) represents CU Medicine’s good faith and reasonable estimate of the range of possible compensation at the time of posting and is based on evaluation of competitive market data.

A variety of factors, including but not limited to, internal equity, experience, and education will be considered when determining the final offer.

CU Medicine provides generous leave, health plans and retirement contributions which take your total compensation beyond the number on your paycheck. Find information about our benefits here

CU Medicine supports a Tobacco Free Workplace Environment which prohibits smoking and the use of tobacco products on CU Medicine property, Anschutz Medical Campus and adjacent business locations

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