IT Support Specialist I

We are recruiting for a motivated IT Support Specialist I to join our team! 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 Information Technology 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 Varies (United States of America) Work Type Regular Salary $23.15 - $31.32 / hr 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. Denver Health was founded as City Hospital in 1860 to serve the health care needs of the rapidly developing city of Denver. Since then, we have grown alongside the community to become a complete health care system, proudly providing care for all residents -- at every point in their lives. We believe healthy people are the foundation of a vibrant community, and Denver Health has been treating and healing the people of Denver for more than 160 years. Today, Denver Health delivers preventive, primary and acute care services. We are committed to making our community a healthy place to live, work and raise a family. You’ll see that commitment in the programs we offer, through the care we provide and in our determination to achieve continuous improvement so our community always has the best care available. As a comprehensive, integrated organization, we provide hospital and emergency care to the public, regardless of ability to pay. This integration promotes continuity of care for each patient and assures health care that is delivered in the most efficient, cost-effective setting. We care for: thirty-three percent of Denver's population annually; Denver Health sees nearly 1,200,000 total patient visits annually. one in three Denver-area children each year. the needs of special populations such as the poor, uninsured, pregnant teens, persons addicted to alcohol and other substances, victims of violence and the homeless. As Colorado's primary safety-net institution, Denver Health has provided uncompensated care and serves as a model for other safety net institutions across the nation.

Salary : $23 - $31