Job description
We are recruiting for a Analyst, Desktop Support 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.
Under general supervision, provides implementation and break/fix support of the organization's desktop computing environment. Provides support to end users on a variety of technical or training issues, with a focus on customer service and improving the customer experience. Installs PC software, printers and various peripherals. Answers users' questions regarding desktop and software use. Provides department level analysis for computing needs and makes recommendations/requests. Responds to users' needs and documents actions via the Help Desk ticketing system. Serves as the primary liaison between RMPDS users and the IT department.
Essential Functions:
Education:
Work Experience:
Licenses:
Knowledge, Skills and Abilities:
Shift
Denver Health values the unique ideas, talents and contributions reflective of the needs of our community. For read more about our commitment to diversity visit:
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 general supervision, provides implementation and break/fix support of the organization's desktop computing environment. Provides support to end users on a variety of technical or training issues, with a focus on customer service and improving the customer experience. Installs PC software, printers and various peripherals. Answers users' questions regarding desktop and software use. Provides department level analysis for computing needs and makes recommendations/requests. Responds to users' needs and documents actions via the Help Desk ticketing system. Serves as the primary liaison between RMPDS users and the IT department.
Essential Functions:
- Responsible for maintaining the confidentiality, integrity, and availability of electronic protected health information and systems and processes that store or handle electronic protected health information. (20%)
Performs problem determination a 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. (20%)
Installs and configures desktop software and hardware at the request of a Department Manager, or designated Project Coordinator. This includes the completion of approved and assigned service requests that include installation of PC software and/or hardware. (10%)
Utilizes methods, techniques and approaches for the delivery of PC support that is consistent with the technology that is deployed within the RMPDS environment. (10%)
Communicates with other Denver Health and IT Service teams as necessary to perform job functions. This includes timely updates to journal notes, the communication of the status of assigned service requests, the timely submission of required reports, and communication with users. (10%)
Responsible for reviewing, managing, and prioritizing assigned ticket queues; Incident Reports, Service Requests, Tasks, and Change Requests, in the Help Desk ticketing system. This includes timely and documented communications with customers, and action updates via Journal Notes. (10%)
Must maintain the Asset and Software Management databases and provide inventory reports to the Department Director or Designee. (10%)
Responds to pages according to department’s established performance standards, which include a 7X24 on-call rotation, to resolve customer inquiries or problems related to fault detection and isolation. (10%)
Education:
- High School Diploma or GED Required
Work Experience:
- 4-6 years Four-years experience working in an area of PC support Required and
1-3 years Experience with Microsoft software products Required and
1-3 years Help Desk experience preferred
Licenses:
- MCP-Microsoft Certified Professional - Microsoft Required
Knowledge, Skills and Abilities:
Knowledge in areas of both hardware and software required.
Knowledge of Microsoft software products required, MS Office Suite, Windows operating systems and NT.
Knowledge of networking essentials and TCP/IP.
Knowledge of PC components and their respective interface requirements.
Technical and troubleshooting skills.
Good communication and customer service skills.
Ability to serve as a team lead on critical projects providing direction and support to other project team members.
Ability to perform problem determination and resolution.
Ability to ensure all equipment is optimized for maximum performance.
Ability to translate technical jargon to a non-technical audience.
MS Office Suite required.
Windows 10 and O365 required.
Shift
Work Type
Regular
Salary
$28.32 - $41.11 / hr
Benefits
-
Competitive pay
-
Outstanding benefits
-
Education opportunities
-
Shared leadership and advancement opportunity
-
State-of-the-art facilities
-
Immediate retirement plan matching
-
Professional clinical advancement program
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Participation in evidence-based projects
-
Public Service Loan Forgiveness (PSLF) eligible employer
-
National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer
Our Values
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Respect
-
Belonging
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Accountability
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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 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 read more about our commitment to diversity visit:
https://www.denverhealth.org/for-professionals/careers/diversity-and-inclusion
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