Our Mission: Quality compassionate care for all.

Our Vision: Reimagine health care through connection service and innovation.

Our Core Values: Be Kind Trust and Be Trusted Work Together Strive for Excellence.

Join the IT Team at Logan Health!

Location: Logan Health Kalispell Montana

Shift: Variable Shift Full-Time 40 Hours

Role Overview:

This role is a key frontline partner in delivering reliable responsive technology support to end users across the organization. The position provides application desktop and peripheral troubleshooting via telephone and remote control technology while acting as a trusted liaison between end users HIT staff and vendors. This role plays an important part in keeping systems running smoothly and ensuring issues are resolved efficiently securely and with a strong customer-service mindset.

What Youll Do:

• Provide responsive high-quality end-user support via phone and remote control technology in accordance with HIT service level agreements (SLAs).

• Track document and manage issues from initial intake through resolution ensuring a positive end-user experience.

• Monitor system functionality resolve or escalate issues as appropriate and contribute to continuous improvement of processes and documentation.

• Deliver HIT Tier 1 support services including troubleshooting training reporting issues to HIT staff or vendors and resolving system and application problems.

• Maintain familiarity with applications as they relate to networks servers and desktop environments.

• Participate in routine troubleshooting of applications and interface-related issues.

• Resolve Level 1 tickets independently and support Level 2 issue resolution efforts as workload and experience allow.

• Take ownership of tasks and outcomes balancing multiple priorities with sound judgment and decision-making.

• Work effectively both independently and as part of a collaborative team to support HIT department goals and policies.

• Serve as a liaison between end users and vendors providing Level 2 support monitoring progress to ensure timely resolution.

• Manage user account administration including creation modification termination and ensuring appropriate access and information security.

• Support application and system upgrades including change events testing build activities and implementation as assigned.

• Make technical decisions within scope of authority and proactively identify issues implementing solutions or escalating per department protocol.

• Develop and manage application user access aligned with job roles and security requirements.

• Collaborate with departments outreach facilities and HIT team members to problem-solve and continuously improve end-user support services.

Required Qualifications:

• Experience supporting Windows operating systems devices and applications including resolving common technical issues.

• Strong working knowledge of common software applications (e.g. Microsoft Office).

• Previous experience in a customer servicefocused role with a demonstrated ability to support diverse users.

• Excellent organizational skills with strong attention to detail and follow-through.

• Ability to prioritize tasks think critically and adapt in a fast-paced support environment.

• Proven ability to work both independently and collaboratively as part of a team.

• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical audiences.

• Strong interpersonal skills with the ability to manage sensitive and confidential situations with tact professionalism and diplomacy.

• Commitment to teamwork accountability and maintaining confidentiality.

• Ability to maintain regular and consistent attendance as scheduled by department leadership.

Preferred Qualifications:

• Understanding of healthcare information technology systems and commonly used healthcare applications.

• Experience working within a healthcare organization and familiarity with healthcare operations.

• Technical certifications including:

  • CompTIA A

  • Microsoft Certified Professional (MCP)

  • Microsoft Official Course certifications

Ready to support world-class patient care behind the scenes Apply today and join our IT team at Logan Health!

---

Qualifications:

• Experience supporting Windows Operating Systems devices and applications and resolving common issues required.

• Possess a strong understanding of common software applications (ex. MS Office) required. Possess an understanding of healthcare information technology and common applications preferred.

• Previous experience in a customer service role required.

• Experience within a healthcare organization and familiarity with healthcare operations preferred.

• Preferred Certifications:

  • A

  • MCP

  • Microsoft Official Course.

• Excellent organizational skills detail-oriented a self-starter possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.

• Commitment to working in a team environment and maintaining confidentiality as needed.

• Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.

• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact professionalism and diplomacy.

Job Specific Duties:

• Provides end-user support via phone and remote control technology ensuring that service is provided in compliance with the HIT service level agreement (SLA).

• Effectively tracks current issues following through to a timely resolution. Monitors system functionality and resolves and/or reports problems and enhances functionality through process and reports. Documents processes as appropriate.

• Provides HIT Tier 1 services including but not limited to; troubleshooting training reporting issues to HIT staff or vendors and resolving system and application problems.

• Maintains familiarity with applications as they relate to the network servers and desktops.

• Participates in routine troubleshooting of applications and interface-related issues.

• Resolves and works Level 1 issues and tickets as needed to manage workload. Understands and participates in Level 2 issue resolution and support activities.

• Assumes ownership of outcomes from start to finish. Prioritizes tasks working with multiple tasks using appropriate critical decision-making skills.

• Effectively works independently as well as in a team environment toward common goals in support of HIT department goals and policies. Acts as liaison between end users and vendor providing Level 2 support monitoring tasks for expedient resolution.

• Responsible for the overall user account administration process. This includes creation termination modification and ensuring overall access and information security related to system access.

• Supports application and system upgrade projects and initiatives. Supports change events participates in upgrades from start to finish for appropriate applications and assists with build and test activities related to upgrades as assigned.

• Responsible for technical decisions which impact HIT systems and solutions within scope of authority and proactively identifies problems and takes appropriate action to produce solutions or escalates per department protocol.

• Develops application user sign on and access appropriate to the job description.

• Works closely with other departments outreach facilities and other members of HIT to problem solve and improve services to end users.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge skills and abilities required for the job. Not all of the duties may be assigned to a position.

Maintains regular and consistent attendance as scheduled by department leadership.

Shift:

Location: Logan Health Kalispell Montana

Shift: Variable Shift Full-Time 40 Hours

Logan Health operates 24 hours per day seven days per week. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Notice of Pre-Employment Screening Requirements

If you receive a job offer please note all offers are contingent upon passing a pre-employment screening which includes:

• Criminal background check

• Reference checks

• Drug Screening

• Health and Immunizations Screening

• Physical Demand Review/Screening

Equal Opportunity Employer

Logan Health is an Equal Opportunity Employer (EOE/AA/M-F/Vet/Disability). We encourage all qualified individuals to apply for employment. We do not discriminate against any applicant or employee based on protected veteran status race color gender sexual orientation religion national origin age disability or any other basis protected by applicable law. If you require accommodation to complete the application testing or interview process please notify Human Resources.