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Denver Health IT Spec I in Denver, Colorado

IT Spec I (Job ID: 2979)Job SummaryUnder close supervision, this position provides basic IT hardware andsoftware support for Denver Health staff over the phone, via email, and inperson. Supported hardware includes desktop computers and peripherals,laptops, multi-function printer/copy/fax machines, etc. Supportedapplications includes Epic (electronic health record), the Epic MyChartpatient portal (patient account support), Microsoft Windows and Officeproducts, and various other business and clinical applications. Thisposition requires 24x7x365 coverage, requiring employees to be flexible withwork hours. Rotation of shifts can include days, evenings, weekends, andoverniResponsibilities*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 our ITSM system*Effectively interact 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 expectedtime frame*Other duties as assignedBenefits*Work from home opportunities (performance based)*Fast track career progressionKnowledge, Skills and Abilities*RequiredoWorld Class Customer Service SkillsoProfessional and effective communications skills (verbal, written, andlistening)oAbility to actively listen to customers while typingoAbility to adapt to frequent changes with a positive attitudeoAttention to detailsoAbility to handle difficult situations and users with successful outcomesoAbility to communicate technical issues to non-technical customersoAbility to achieve daily / weekly / monthly expectationsoExcellent analytical and problems solving skillsoAbility to multi-task, prioritize and organize multiple tasks concurrentlywhile meeting deadlinesoAbility to work independently and as part of a team in a customer-driven,fast-paced environment*PreferredoAbility to type 60 words per minuteComputers and Technology*PreferredoKnowledge Windows 10oKnowledge Microsoft Office 365 and client supportoKnowledge of Epic Electronic Medical RecordoBasic hardware support - mice, keyboards, monitors, scanners, and printersoKnowledge of iOS and Android mobile appsComputers and Technology*PreferredoKnowledge Windows 10oKnowledge Microsoft Office 365 and client supportoKnowledge of Epic Electronic Medical RecordoBasic hardware support - mice, keyboards, monitors, scanners, and printersoKnowledge of iOS and Android mobile appsEducation* High School Diploma or GED (Required) *Associates Degree preferredExperience* Experience in a customer service role* IT - MICROSOFT (Required) Knowledge incident ticket tracking systems,applications support, VOIP, printers and printer servers, Internetprotocols (HTTP, HTTPS, FTP), basic networking, including wirelessnetworks, and/or telecommunications desirable.Credentials* CompTIA A+*One proctored IT certification (CompTIA A+, MicrosoftMCSA, Cisco CCNA, etc.) obtained every 12 months*All Certifications required for this job must be obtained and kept current asa condition of continued employment.* Microsoft Certified ProfessionalLocationConversionShift RotatesWork TypeFull timePay RangeMinimum: 18.71Midpoint: 21.98Maximum: 25.26All job applicants for safety-sensitive positions must pass a pre-employmentdrug test, once a conditional offer of employment has been made.Denver Health is an integrated, efficient, high-quality academic healthcare system that is considered a model for the nation. The Denver Health

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