Service Desk Technician (FT- 1.0 FTE, Variable Shift)

Bozeman Health•Bozeman, MT

About The Position

Position Summary: The Service Desk Technician resolves internal and external user problems and ensures correct operation of personal computers. Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals. The Technician may perform system setups for new hires. Maintains parts inventory and logs all service/repair activity. This position will answer phones and e-mails related to support, user access and a broad range of IT related questions and concerns and escalate to the appropriate higher tier resource when unable to resolve independently.

Requirements

Required Associate Degree in Information Technology (IT), Information Systems, or Computer Science; equivalent combination of education and experience may be considered.
Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
Exercises tact, discretion, sensitivity, and maintains confidentiality
Performs essential job functions successfully in a busy and stressful environment
Learns current and new computer applications and office equipment utilized at Bozeman Health
Strong interpersonal, verbal, and written communication skills
Analyzes, organizes, and prioritizes work while meeting multiple deadlines
This role requires regular and sustained attendance.
The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts.
On-call work may be required to respond promptly to organizational, patient, or employee needs.

Nice To Haves

One (1) or more relevant Information Technology certifications.

Responsibilities

Assists users by answering questions and providing support in a timely manner focused on first contact resolution.
Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
Records data required to analyze problems and track them to final solution.
Support large scale hybrid Active Directory Azure environment.
Support complex ticketing systems and workflow management.
Provides training to end users in both hardware and application functionality.
Develop and maintain comprehensive technical documentation and standard operating procedures (SOPs) for the Service Desk team.
Utilizes IT Service Management platform for problem, request, asset and knowledge management.
Processes hardware and software quotes following established process.
Assists users with troubleshooting complex VDI environments both remotely and on-site.
Assists and supports users with basic Epic troubleshooting.
Supports patients accessing and troubleshooting their online medical chart (MyChart).
Performs other related duties as assigned.