Technical Consultant I
About The Position
The Technical Consultant I (TC I) plays a pivotal role by providing technical support, ensuring timely resolution of hardware, software, and network issues. In addition, this individual partners closely with designated business units to gather and analyze technical needs, translating business requirements into actionable insights. They proactively identify areas where technology can improve processes, and work with technical teams to support the successful implementation and adoption of new solutions. With strong communication skills, they act as a liaison between business partners and technical teams, ensuring alignment between technology initiatives and business objectives. The TC I also performs foundational business analysis, observing department workflows, documenting technology gaps, and escalating recurring problems as defined, solvable issues rather than informal complaints. The TC I operates under I&R governance, coordinates with department leadership, and is the entry point of the Technical Consultant career path.
Requirements
- Three years of hands-on experience in a technical support, help desk, desktop support, or related role, with demonstrated troubleshooting ability beyond routine fixes; education alone does not substitute for hands-on experience.
- Demonstrated ability to communicate clearly and provide courteous customer support.
- Any combination of experience and training which provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work.
- Working knowledge of common desktop hardware, peripherals, Windows operating systems, and Microsoft 365 productivity tools.
- Ability to learn department operations, workflows, and how technology supports service line needs.
- Strong customer service skills, sound troubleshooting methodology, and good documentation habits; works effectively with users of varying technical ability.
- Ability to observe a workflow, identify where it breaks down, and describe the problem clearly in writing.
- Ability to prioritize multiple requests, manage time, and follow through on routine tasks.
- Knowledge of HIPAA privacy, security, confidentiality requirements, and best practices
- Ability to follow technical standards, escalation procedures, and change management practices set by I&R governance.
- Valid Montana driver license (travel between RSH sites may be required).
- Required to obtain emergency preparedness on the job training at a minimum of ICS 100, 200, and 700.
Nice To Haves
- Experience with Microsoft 365, Windows environments, or user account administration.
- Experience in healthcare, public health, or regulated environments.
- Exposure to basic workflow documentation, process observation, or requirements gathering preferred.
- Experience with process improvement and/or solution implementation.
Responsibilities
- Deliver frontline technical support, addressing tier 1 and tier 2 issues across hardware, software, and network environments.
- Triage, troubleshoot and resolve technical problems independently and escalate more complex issues as needed while maintaining full ownership from notification through resolution.
- Document solutions, contribute to the knowledge base, and continually recommend process improvements for better efficiency.
- Utilize tools such as ticketing systems, remote diagnostic software, and monitoring platforms to deliver efficient support.
- Collaborate with end users to understand and resolve their technical issues, providing clear communication and excellent customer service.
- Participate in an on-call rotation shared across the technical team.
- Assist with implementation, testing, and ongoing maintenance of payroll and benefits system upgrades and enhancements.
- Develop working knowledge of assigned department operations, service line needs, and how technology supports their workflows.
- Conduct regular meetings with department stakeholders to gather and document business requirements, technical needs, and key challenges.
- Analyze existing workflows and processes to identify gaps, inefficiencies, or opportunities for improvement.
- Recommend technology solutions and process changes that align with business objectives.
- Work closely with technical teams to translate business requirements into actionable technical specifications.
- Maintain standard operating procedures, checklists, and support documentation; assist in gathering and documenting basic requirements when department stakeholders identify a technology need.
- Provide end-user instruction and basic training on Microsoft 365 tools, security best practices, HIPAA-compliant use of technology, and approved systems.
- Evaluate new and emerging technologies to determine their fit for business needs
- Identify areas where technology can enhance business processes or solve recurring issues
- Act as a liaison between business units and technical teams, ensuring solutions align with operational goals.
- Provide input during the testing and deployment phases, ensuring effective implementation and end-user satisfaction.
- Collaborate with technology teams and business partners to support the rollout and integration of new technology solutions.
- Ensure smooth adoption of technology, offering guidance and feedback during implementation phases.
- Participate in ongoing learning and contribute to team discussions on process improvements and standardization opportunities
- Follow RiverStone Health technical standards, security requirements, and documented best practices as defined by I&R governance.
- Perform other duties as assigned in support of RiverStone Health’s mission and goals.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
