IT Service Desk Support Analyst I - Boulder Community Health

Service Desk Support Analyst I
Boulder Community Health, Boulder, CO 80303
$21.10 - $30.66 an hour - Full Time, Evenings. 40 hours a week.
*Includes Evening Differential.

Boulder Community Health is seeking a Service Desk Support Analyst to provide technical support to Service Desk customers.

Benefits:
•Health insurance, including a FREE employee only option
•Dental and Vision insurance
•BCH paid Life Insurance; Spouse and Dependent Life Insurance plans
•Short-term and Long-term disability coverage
•Health and Dependent Care Flexible Spending Accounts
•Retirement plan with BCH matching contributions, and discretionary lump sum contribution
•Paid Time Off
•Education assistance program
•Voluntary Wellness programs, to include biometrics, wellness team challenges, and much more
•Staff Support Initiatives such as Sound Baths, Meditation, Massages, and Reiki
•Free one-on-one retirement planning sessions
•Employee Assistance Program offering 8 free, confidential counseling sessions for you and your family

Qualifications
•An Associate’s degree in Computer Science, Information Technology, or other technical field is preferred and/or 2 years of prior Service Desk or hands-on desktop support experience. A combination of education and work experience is acceptable.
•Hold at least one of the following certifications, or obtain within 6 months of employment: CompTIA A+, Microsoft Certified Professional (MCP), HDI Desktop Support Technician Certification, Microsoft Certified Desktop Support Technician (MCDST). Other certifications may be substituted at the discretion of IT Management. A Bachelor of Science degree in a computer related field can be substituted in lieu of this certification requirement.
•Driver’s License (for providing off-site support) is required.
•ITIL Foundation experience a plus.
•Basic hands-on or service desk experience providing hands-on repair for desktop computer hardware and troubleshooting/supporting the Microsoft Windows 7/10 operating systems, TCP/IP networking, printers and other misc. peripherals. Must be familiar with Active Directory, virus protection software, Citrix, Microsoft Office or O365, desktop virtualization and single sign-on technologies.
•Experience in an enterprise setting a plus.

Responsibilities
•Provide technical support to customers
Respond to, troubleshoot, and resolve (or escalate to Service Desk Lead) all customer inquiries submitted to the helpdesk via telephone, web-based help tracking system, e-mail, or voicemail systems.
Ensure that user requests, work orders, and vendor issues/tasks are prioritized and completed in a timely and satisfactory manner.
Fully document customer’s request/problem, information found during troubleshooting, actions taken, and final resolution.
Assure problem resolution by taking direct ownership of the problem and involving other technical resources as necessary.
Use all available resources to resolve problems (i.e., standard solutions, problem history, Knowledgebase, web-based tools, etc.)
Keep the customer updated on the status of their work order resolution.
Perform quality checks on outcomes of work performed.
Use remote desktop tools when appropriate to provide fast response and quick problem resolution
Execute planned and unplanned system downtime procedures in accordance with hospital policy.
•Repair and maintain the hospital’s desktop computer and peripheral infrastructure
Configure, install, and deploy computer hardware, printers, peripheral devices, and software.
Maintain equipment/asset inventory. Record all current equipment location, equipment movement, equipment placed in storage, and equipment sent to repair and/or returning from repair.
Instruct and assist others in the proper use of new or existing computer equipment.
•Ensure business continuity
Assist with the development and testing of desktop technologies that are part of the hospital’s disaster recovery plan.
•Promotes operational efficiency and effectiveness

About Boulder Community Health and Boulder, Colorado
Boulder Community Health’s vision is partnering to create and care for the healthiest community in the nation. We are a community owned-and-operated nonprofit health system dedicated to providing local access to high-quality medical care to our community in Boulder and surrounding areas.
We are known across Colorado for our clinical excellence in heart care, neurosurgery, stroke care, orthopedics and cancer care. We’re proud of our tradition of being an early adopter of new technologies and medical techniques that improve care for our patients. We are a Certified Level II Trauma Center with numerous awards and recognition including the 2023 Healthgrades Outstanding Patient Experience Award, 2022 Best Hospitals for Maternity Care from Leapfrog, Money Magazine and Newsweek and Boulder Weekly’s 2022 Best Hospital.
Nestled in the foothills of the Rocky Mountains, living and working in Boulder means enjoying the outdoors and natural beauty, bringing a fresh perspective to healthcare practice.
As an employee at Boulder Community Health, you will enjoy working in state-of-the-art facilities with competitive compensation and benefits, including health/dental/life, tuition reimbursement and an on-site fitness center. You also have access to an incredible Employee Wellness and Support program, employee activities, discounts and more!

EOE/Affirmative Action/Drug-free workplace.

BCH will never conduct interviews or ask for employment documents via text.

This position has no close date. Applications will be accepted until the position is filled.

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