Desktop Support Technician

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Department

Job Summary

Under close supervision, provides implementation and break/fix support, including the installation of PC software, printers and various peripherals. Answers users' questions regarding desktop and software use, serves as the primary liaison between hospital users and the IS department. Provides basic analysis for computing needs and makes recommendations/requests. Responds to users needs via the Help Desk trouble ticket. Manages a personal queue of Incident and Service Requests. Documents, tracks, and monitors problems within the Cherwell ticketing system to ensure resolution in a timely manner. Adheres to department service level agreements. Coordinates with other IS areas to resolve problems if necessary. Responds to pages, telephone calls, email for technical support or training.

Essential Functions:

• Responds to pages in a timely manner (according to department's established performance standards, which include a 7X24 on-call rotation a minimum of once per month and can be more frequent as required) to customer inquires and resolve problems related to fault detection and isolation. (25%)
• Utilizes methods, techniques and approaches for the delivery of PC support that is consistent with the technology that is deployed within the hospital environment. (25%)
• Performs problem determination and resolution on assigned incidents according to Desktop guidelines. Follows trouble shooting procedures to determine cause of problems with hardware and software. Resolves problems by making changes to current configurations, re-installing software, replacing broken components, or escalating to the proper authority when required. (25%)
• Installs and configures desktop software and hardware at the direction of the Desktop Support Manager, the IT Operations and Desktop Support Supervisor or designated Project Coordinator. This includes the completion of approved and assigned work orders that include installation of PC software and/or hardware. (25%)

Education:

• High School Diploma or GED required.

Work Experience:

• One year working in an area of PC support, requiring knowledge in areas of both hardware and software required.

Knowledge, Skills and Abilities:

• Knowledge of networking essentials and TCP/IP, MS O365 Office Suite, Windows 10 operating system and Cisco Collaboration technologies.
• Knowledge of PC components and their respective interface requirements.
• Technical and troubleshooting skills. Good communication and customer service skills.
• Ability to perform problem determination and resolution.
• Ability to ensure all equipment is optimized for maximum performance.
• Knowledge of Microsoft software products required
• Demonstrated knowledge of PCs, peripherals and MS software products with communication and math

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.