Technical Support Representative

Logan Health Medical Center•Kalispell, MT

21h•Onsite

About The Position

At Logan Health, our Health Information Technology team is the engine behind seamless patient care and organizational excellence. Our Technical Support Representatives are the friendly, solution-oriented tech professionals who keep our systems running smoothly, empower our workforce, and ensure our mission can move forward – one device, ticket, and user interaction at a time. This position is responsible for delivering exceptional service and technical support across a broad range of IT devices and applications. From deploying and configuring personal computers and peripherals to troubleshooting, system maintenance, and supporting implementation projects, you’ll ensure our technology empowers the caregivers and staff who make a difference every day. If you have a passion for problem-solving, technology, teamwork, and exceptional customer service – this role is for you.

Requirements

Minimum of one (1) year experience or practical hands-on background with personal computers and common software applications
Strong understanding of personal computers, Windows environment, and software such as Microsoft Office
Demonstrated high-quality customer service skills
Excellent written and verbal communication; ability to interact with diverse users with empathy and professionalism
Highly organized, detail-oriented self-starter with strong prioritization skills
Critical thinker with problem-solving ability and commitment to confidentiality
Ability to work independently and collaboratively in a fast-paced environment
Minimum of one (1) year work experience or practical experience with personal computers and common software applications required.
Possess a strong understanding of personal computers and common software applications (ex. MS Office) required.
Possess high quality, customer service skills required.
Promotes excellence through setting high standards and providing high quality outcomes.
Ability to act with integrity, kindness, and exhibit empathy.
Excellent organizational skills, detail-oriented, a self-starter, possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.
Commitment to working in a team environment and maintaining confidentiality as needed.
Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.
Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

Nice To Haves

Associate’s Degree in Computer Science or related field
Relevant industry certifications (A+, Net+, MCP or equivalent)
Experience supporting enterprise-level systems or healthcare environments
Demonstrated experience with ticketing systems and SLA-driven support environments
Associate’s degree in computer science or a related field preferred.
Industry certifications (A+, Net+ or MCP) preferred.

Responsibilities

Provide timely, accurate support to end users via phone, email, and in person
Deliver exceptional customer service with kindness, empathy, and follow-through
Escalate issues appropriately while maintaining service level agreements (SLAs)
Serve IT users with professionalism, tact, and excellent communication
Support and maintain IT devices including computers, laptops, tablets, printers, scanners, video tech and peripherals
Perform installations, upgrades, routine maintenance, break/fix support, and equipment deployment
Gather technical details for escalation or cross-team support
Document troubleshooting steps, build sheets, and procedures accurately
Ensure secure configuration and maintenance of computers and software roles
Work within Active Directory, imaging tools, remote access platforms, fleet control software, Outlook, core software systems, and printing environments
Support safe data handling while following IT security protocols and best practices
Help monitor and identify potential system vulnerabilities or exploits
Assist with workflows, documentation, quality testing, and training
Participate in planning, design, build, training, and go-live activities for system initiatives
Work independently and collaboratively, taking ownership from start to finish
Stay current on IT technologies and cybersecurity practices, bringing forward new ideas
Exhibits high quality customer service skills while serving IT customers, including appropriate communication, consistent follow-through and timely escalation of issues as needed.
Exhibits fundamental IT knowledge and skills to include but may not be limited to; process improvement analytical skills, change control, production change management, compliance and creation of design specifications and/or documentation.
Follows best practice and procedures, including peer compliance.
Exhibits exemplary written and verbal communication skills.
Effectively communicates to implement, problem solve and improve services to end-users while maintaining SLAs.
Assists in project transition from the systems team to other IT and Logan Health facilities as applicable.
Assists in the development of procedures, workflow, troubleshooting, build sheets, and testing.
Executes testing in an integrated environment while incorporating quality management concepts.
Works independently yet maintains department and team goals.
Understands key objectives and proactively peruses.
Identifies problems, probable causes, impact on operations, and reports appropriately.
Performs tasks as assigned, applies appropriate critical decision-making and prioritization.
Self-manages, assuming full ownership of all outcomes start to finish, independently and/or collaboratively brings problems to a complete resolution.
Performs technical operational tasks to include but may not be limited to; computer/software deployment, end user assistance, troubleshooting, and gathering of technical information for other IT service lines.
Exhibits strict adherence to established process and procedures.
Strives to keep all documentation updated and orderly.
Maintains operational checks and logging while coordinating other duties of support queue monitoring and task and/or project assignments.
Maintains security integrity by accurately configuring and maintaining; computers, printers, peripheral devices, and roles for hardware/software.
Exhibits understanding of computer environment such as imaging solutions, application installs, fleet control software, applications/computer interaction, core software systems, MS Active Directory concepts, Outlook, remote access, and printing.
Provides support, issues tracking and resolution by monitoring support ticket system and adhering to SLAs.
Coordinates with IT department and provides Tier 1 support phone and ticket coverage for the Technical Support team.
Appropriately monitors, prioritizes, escalates the ticket queue and updates tickets with vendors and/or IT department.
Exhibits project and implementation skills.
Understands and participates in planning, design, build, testing, training, and cutover and go-live activities.
Exhibits knowledge of work plans and manages tasks and timelines.
Provides concise updates and escalations.
Acts as liaison between end users and vendor monitoring tasks for expedient resolution.
Monitors system functionality and resolves and/or reports problems as well as enhances functionality through process and reports.
Pursues opportunities for self-development.
Stays current with industry trends and informed of current technology.
Researches and provides solutions consistent with enterprise design.
Maintains IT security objectives and assists in identifying potential exploits.
Researches and stays current on industry security practices, trends, and events.