Help Desk Services Tech

This position trains and develops proficiency in providing initial end user support for technical inquiries received via phone, email, and messaging applications. Assists with assessing the nature of problems and resolving basic support issues and troubleshooting software and hardware issues on laptops, desktops, tablets, and smartphones.

Additional Information
Department: Help Desk Procurement
Hours per week: 40, eligible for benefits
Shift: Monday-Friday, 8:30am-5:00pm. Work hours may vary due to department need. This position does require occasional on-call, weekend and holiday commitments.

*This is a hybrid position.

Duties & Responsibilities

• Responds to support calls with a high degree of customer service providing prompt, courteous, and efficient technical support.
• Trains and develops proficiency in providing IT hardware, software, and systems support for end users to resolve complex technology issues. Responds to questions from walk-ins and provides assistance and direction.
• Logs support tickets in the Service Desk ticketing system with relevant details needed for tracking and resolution.
• Transfers internal customers to second-level Help Desk Technicians for more complex issues.
• Continuously develops own technical and troubleshooting skills
• Collaborates with other IT teams to identify and correct problems and restore services, as necessary.
• Adheres to IT policies, procedures and protocols and follows standard Help Desk operating procedures.
• Use all tools/methods to collect information necessary for troubleshooting the issues presented and resolving or escalating ticket to appropriate queue as dictated by the established performance metrics
• Recommends systems modifications to reduce user problems. Suggests innovative new solutions to user problems.
• Ensures compliance with HIPAA regulations and maintaining the security and privacy of patient information, reporting or escalating potential non-compliance situations.
• On-call responsibilities when necessary.
  

Minimum Qualifications

• Degrees
  • High school diploma or equivalent is required.
    
• Experience
  • One year of related experience
    
    

Salary Information
Pay is dependent on applicant's relevant experience.

Hourly Range: $23.31 to $34.97

Benefits Information
Here, you matter. As a Children's Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children's Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.

EEO Statement
It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information. The position is expected to stay open until the posted close date. Please submit your application as soon as possible as the posting is subject to close at any time once a sufficient pool of qualified applicants is obtained.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of attendance at or graduation from an educational institution. You will not be penalized for redacting or removing this information.