IT Support Specialist I

We are here for lifes 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 Denvers 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 Colorados 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 185000 individuals and 67000 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.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas talents and contributions reflective of the needs of our community.

Applicants will be considered until the position is filled.