IT Support Specialist I

Denver Health and Hospital Authority • Denver, CO

1d

About The Position

Under close supervision, the IT Support Specialist I provides basic IT hardware and software support to Denver Health staff by phone, email, and in person. Supported hardware includes desktop computers and peripherals, laptops, and multifunction printer/copy/fax machines. Supported applications include Epic, the Epic MyChart patient portal, Microsoft Windows and Office products, and other business and clinical applications. The role requires 24x7x365 coverage, with flexible hours and rotating shifts that may include days, evenings, weekends, and overnights to meet business needs.

Requirements

• High school diploma or GED.
• Two years of experience in a fast-paced customer service or hospitality environment.
• Ability to type 40 words per minute.
• World-class customer service skills.
• Professional and effective verbal, written, and listening communication skills.
• Ability to actively listen to customers while typing.
• Ability to adapt to frequent changes with a positive attitude.
• Attention to detail.
• Ability to handle difficult situations and users with successful outcomes.
• Ability to communicate technical issues to non-technical customers.
• Ability to achieve daily, weekly, and monthly expectations.
• Excellent analytical and problem-solving skills.
• Ability to multitask, 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.
• Knowledge of Windows 10, Microsoft Office 365 and client support, the Epic EMR platform, basic hardware support for mice, keyboards, monitors, scanners, and printers, and iOS and Android.

Nice To Haves

• One year of experience in a Help Desk, Service Desk, or equivalent environment.
• One year of healthcare experience.

Responsibilities

• Answer inbound customer phone calls, emails, and portal requests (approximately 60 per day).
• Troubleshoot issues remotely using various remote access applications.
• Provide on-site troubleshooting and support for customers.
• Escalate unresolved issues to next-level support teams when necessary.
• Create and manage support tickets in the ITSM system.
• Interact effectively with customers while maintaining professionalism.
• Identify improvement opportunities.
• Meet daily, weekly, and monthly key performance indicators (KPIs).
• Respond to alerts, pages, and other notifications within the expected time frame.

Benefits

• Paid time off starting at 28 days per year, inclusive of vacation, personal/sick time, and seven holidays.
• 100% paid parental leave for up to six weeks.
• Immediate eligibility for retirement plans with employer contributions up to 9.5%.
• Medical, dental, and vision plans, plus employer-paid disability and life insurance.
• Comprehensive well-being programs, including an on-site employee fitness center and the RESTORE Center.
• Free RTD EcoPass for public transportation.
• Childcare discount programs and discounts on brands, travel, and other offerings.
• Tuition reimbursement and assistance.
• Education, coaching, and professional development opportunities through the Workforce Development Center.
• Career advancement pathways and professional clinical advancement program and shared governance.
• Public Service Loan Forgiveness (PSLF) eligibility, free student loan coaching, and assistance navigating the PSLF program.
• Eligibility for National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED