IT Support Specialist I

Denver Health and Hospital Authority•Denver, CO

3d•Onsite

About The Position

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.

Requirements

High School Diploma or GED required.
2 years experience in a fast-paced customer service or hospitality environment required.
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

Nice To Haves

1 year in a Help Desk, Service Desk, or equivalent environment preferred.
1 year in Healthcare preferred.

Responsibilities

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%)

Benefits

Generous paid time off, fully paid parental leave, exceptional retirement contributions, comprehensive health coverage, and nationally recognized well-being programs.
Tuition assistance, career advancement pathways, and professional development.
Loan forgiveness eligibility and employer contributions.
Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays
100% paid parental leave up to 6 weeks
Immediate eligibility for retirement plans with employer contribution up to 9.5%
Generous medical, dental, vision plans in addition to employer paid disability and life insurance.
Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center
Free RTD EcoPass (public transportation)
Childcare discount programs & exclusive perks on large brands, travel, and more
Tuition reimbursement & assistance
Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
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