IT Support Specialist I

We are here for life's journey.
Where is your life journey taking you?

Being the heartbeat of Denver means our heart reflects something bigger than ourselves, something that connects us all:

Humanity in action, Triumph in hardship, Transformation in health.

Department

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.

Essential Functions:

• Answer inbound customer phone calls, emails, and portal requests (approximately 60 per day) (20%)
• Troubleshoot issues remotely using various remote access applications (10%)
• Provide on-site troubleshooting and support for customers (10%)
• Escalate unresolved issues to next level support teams when necessary (10%)
• Create and manage support tickets in our ITSM system (10%)
• Effectively interact with customers while maintaining professionalism (10%)
• Identify improvement opportunities (10%)
• Meet daily, weekly, and monthly key performance indicators (KPIs) (10%)
• Respond to alerts, pages, and other notifications within the expected time frame (10%)

Education:

• High School Diploma or GED required.

Work Experience:

• 2 years IT experience in a fast-paced customer service or hospitality environment required.
• 1 year in a Help Desk, Service Desk, or equivalent environment preferred.
• 1 year in Healthcare preferred.

Knowledge, Skills and Abilities:

• Ability to type 40 words per minute
• World Class Customer Service Skills
• Professional and effective communications skills (verbal, written, and listening)
• Ability to actively listen to customers while typing
• Ability to adapt to frequent changes with a positive attitude
• Attention to details
• Ability to handle difficult situations and users with successful outcomes
• Ability to communicate technical issues to non-technical customers
• Ability to achieve daily / weekly / monthly expectations
• Excellent analytical and problems solving skills
• Ability to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlines
• Ability to work independently and as part of a team in a customer-driven, fast-paced environment
• Windows 10
• Microsoft Office 365 and client support
• Epic EMR platform
• Basic hardware support - mice, keyboards, monitors, scanners, and printers
• iOS and Android

Shift

Work Type

Salary

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

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, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, 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 values the unique ideas, talents and contributions reflective of the needs of our community. For more about our commitment to diversity visit: https://www.denverhealth.org/for-professionals/careers/diversity-and-inclusion

Applicants will be considered until the position is filled.