IT Service Desk Support Analyst

Service Desk Support Analyst
Boulder Community Health, Boulder, CO 80303

$20.36 - $30.54 an hour - Full-Time Days, 40 hours per week

Boulder Community Health is seeking a Service Desk Support Analyst to provide technical support to Service Desk customers.

Benefits:
Health insurance, including a FREE employee only option
Dental and Vision insurance
BCH paid Life Insurance; Spouse and Dependent Life Insurance plans
Short-term and Long-term disability coverage
Health and Dependent Care Flexible Spending Accounts
Retirement plan with BCH matching contributions, and discretionary lump sum contribution
Paid Time Off
Education assistance program
Voluntary Wellness programs, to include biometrics, wellness team challenges, and much more
Staff Support Initiatives such as Sound Baths, Meditation, Massages, and Reiki
Free one-on-one retirement planning sessions
Employee Assistance Program offering 8 free, confidential counseling sessions for you and your family

Qualifications
An Associate's degree in Computer Science, Information Technology, or other technical field is preferred and/or 2 years of prior Service Desk or hands-on desktop support experience. A combination of education and work experience is acceptable.
Hold at least one of the following certifications, or obtain within 6 months of employment: CompTIA A , Microsoft Certified Professional (MCP), HDI Desktop Support Technician Certification, Microsoft Certified Desktop Support Technician (MCDST). Other certifications may be substituted at the discretion of IT Management. A Bachelor of Science degree in a computer related field can be substituted in lieu of this certification requirement.
Driver's License (for providing off-site support) is required.
ITIL Foundation experience a plus.
Basic hands-on or service desk experience providing hands-on repair for desktop computer hardware and troubleshooting/supporting the Microsoft Windows 7/10 operating systems, TCP/IP networking, printers and other misc. peripherals. Must be familiar with Active Directory, virus protection software, Citrix, Microsoft Office or O365, desktop virtualization and single sign-on technologies.
Experience in an enterprise setting a plus.

Responsibilities
Provide technical support to customers
Respond to, troubleshoot, and resolve (or escalate to Service Desk Lead) all customer inquiries submitted to the helpdesk via telephone, web-based help tracking system, e-mail, or voicemail systems.
Ensure that user requests, work orders, and vendor issues/tasks are prioritized and completed in a timely and satisfactory manner.
Fully document customer's request/problem, information found during troubleshooting, actions taken, and final resolution.
Assure problem resolution by taking direct ownership of the problem and involving other technical resources as necessary.
Use all available resources to resolve problems (i.e., standard solutions, problem history, Knowledgebase, web-based tools, etc.)
Keep the customer updated on the status of their work order resolution.
Perform quality checks on outcomes of work performed.
Use remote desktop tools when appropriate to provide fast response and quick problem resolution
Execute planned and unplanned system downtime procedures in accordance with hospital policy.
Repair and maintain the hospital's desktop computer and peripheral infrastructure
Configure, install, and deploy computer hardware, printers, peripheral devices, and software.
Maintain equipment/asset inventory. Record all current equipment location, equipment movement, equipment placed in storage, and equipment sent to repair and/or returning from repair.
Instruct and assist others in the proper use of new or existing computer equipment.
Assist with the development and testing of desktop technologies that are part of the hospital's disaster recovery plan.
Promotes operational efficiency and effectiveness

About Boulder Community Health and Boulder, Colorado
Boulder Community Health (BCH) is a not-for-profit healthcare organization based in Boulder, Colorado. It provides comprehensive medical services to the Boulder County community, including acute care, emergency services, and outpatient care. BCH operates several facilities, including the flagship Boulder Community Hospital, and offers a wide range of specialties such as cardiology, oncology, orthopedics, and maternity care. The organization is known for its commitment to high-quality care, patient-centered services, and a focus on wellness and prevention.
Boulder Community Health is dedicated to improving the health of the local community by integrating advanced medical technology, evidence-based practices, and personalized care. The healthcare system also emphasizes collaboration with local physicians, wellness programs, and community outreach initiatives. BCH is recognized for its strong ties to the local population and its role in supporting public health initiatives, promoting healthy lifestyles, and addressing health disparities.
Boulder Community Health is a Certified Level II Trauma Center and has received incredible accolades for the wonderful care that we provide including: Newsweek- "America's Best-in-State Hospital 2025"; U.S. News and World Report- "Best Hospitals for Maternity Care 2025"; 5280 Magazine-"21 BCH physicians among 2024 list of the region's best doctors"; Daily Camera People's Choice Awards 2024- Honorable mention, Best Physical Therapy Center; and American Heart Association- Quality Stroke Care 2024.
As an employee at Boulder Community Health, you will enjoy working in state-of-the-art facilities with competitive compensation and benefits, including health/dental/life, tuition reimbursement and an on-site fitness center. You also have access to an incredible Employee Wellness and Support program, employee activities, discounts and more!

EOE/Affirmative Action/Drug-free workplace.
BCH will never conduct interviews or ask for employment documents via text.
This position has no close date. Applications will be accepted until the position is filled.

Salary : $20 - $31