IT Support Specialist I

Job Summary

Under close supervision, this position provides basic IT hardware and software support for Denver Health staff over the phone, via email, and in person. Supported hardware includes desktop computers and peripherals, laptops, multifunction printer/copy/fax machines, etc. Supported applications includes Epic (electronic health record), the Epic MyChart patient portal (patient account support), Microsoft Windows and Office products, and various other business and clinical applications. This position requires 24x7x365 coverage, requiring employees to be flexible with work hours. Rotation of shifts can include days, evenings, weekends, and overnights to meet business needs.

Essential Functions:

• Answer inbound customer phone calls, emails, and portal requests (approximately 60 per day) (20%)

• Troubleshoot issues remotely using various remote access applications (10%)

• Provide on-site troubleshooting and support for customers (10%)

• Escalate unresolved issues to next level support teams when necessary (10%)

• Create and manage support tickets in our ITSM system (10%)

• Effectively interact with customers while maintaining professionalism (10%)

• Identify improvement opportunities (10%)

• Meet daily, weekly, and monthly key performance indicators (KPIs) (10%)

• Respond to alerts, pages, and other notifications within the expected time frame (10%)

Education:
 

• High School Diploma or GED required.

Work Experience:
 

• 2 years experience in a fast-paced customer service or hospitality environment required.

• 1 year in a Help Desk, Service Desk, or equivalent environment preferred.

• 1 year in Healthcare preferred.

Knowledge, Skills and Abilities:

• Ability to type 40 words per minute

• World Class Customer Service Skills

• Professional and effective communications skills (verbal, written, and listening)

• Ability to actively listen to customers while typing

• Ability to adapt to frequent changes with a positive attitude

• Attention to details

• Ability to handle difficult situations and users with successful outcomes

• Ability to communicate technical issues to non-technical customers

• Ability to achieve daily / weekly / monthly expectations

• Excellent analytical and problems solving skills

• Ability to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlines

• Ability to work independently and as part of a team in a customer-driven, fast-paced environment

• Windows 10

• Microsoft Office 365 and client support

• Epic EMR platform

• Basic hardware support – mice, keyboards, monitors, scanners, and printers

• iOS and Android