IT Specialist I*
Denver, CO

Job Description

Job Summary

Under close supervision, this entry-level position will be providing IT support to Denver Health staff. This position requires 24x7x365 coverage and is responsible for first level troubleshooting of problems and incidents in the Denver Health environment. Products and services include, but not limited to, Desktop application software, basic networking, PC and Sunray (thin client) computers, printers, scanners, peripheral devices, telephones and other equipment as required. Record all problem and incidents in a tracking system, and resolve where possible.

Accurately escalate issues to a higher level within the Help Desk and/or within Denver Health to ensure assistance in a timely, responsive and professional manner. Provide world class Customer Service in handling concerns with attentive follow-up. Work under pressure and changing work priorities based on the needs of the department and customers.

As this position requires 24x7x365 coverage, you must be flexible with work hours. Rotation of shifts can include evenings, overnights and weekends to meet business needs.

Minimum Qualifications

Education: Graduation from high school or possession of a GED certificate required.

An IT certification such as CompTia A+ or Microsoft Windows 7 is advantageous. All Certifications required for this job must be kept current as a condition of continued employment. Experience: Typically, prior experience in a Customer Service position and/or Help Desk position highly desirable.

Knowledge of Microsoft Office 2007/2010, incident ticket tracking systems, hospital clinical applications, VOIP, printers and printer servers, Internet protocols (HTTP, HTTPS, FTP), basic networking, including wireless networks.

Knowledge, Skills & Abilities: • Basic computer knowledge with moderate levels of proficiency • Excellent analytical and problem solving skills • World Class Customer Service and communication skills • Exceptional English verbal and written skills • Organizational skills, ability to manage multiple and often changing priorities • Ability to document issues and calls in detail • Maintain First Call/Contact Resolution targets after completing initial training • Desire and aptitude to learn Information Technology support functions and processes • Able to work in a fast paced, changing and sometimes stressful environment where you must be flexible and learn quickly • Ability to handle potentially difficult situations and users with successful outcomes • Attention to detail • Attentive follow-up • Sense of urgency • Reliable and dependable • Creative and intuitive • Ability to maintain a service-oriented attitude and a willingness to assist others at all times.

Certificate/License/Registration: None, All

Certifications and Licenses required for this job must be kept current as a condition of continued employment.

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, efficient, high-quality academic health care system that is considered a model for the nation. The Denver Health system includes the Rocky Mountain Regional Level I Trauma Center, a 525-bed acute care medical center, Denver's 911 emergency medical response system, 8 family health centers, 15 school-based health centers, the Rocky Mountain Poison and Drug Center, the Denver Public Health Department, an HMO, and The Denver Health Foundation.

As Colorado's primary safety net institution, Denver Health is a mission-driven organization that has provided more than $3.3 billion in care for the uninsured in the last ten years. Denver Health is a leader in performance and quality improvements and remains financially secure, in part, due to its nationally recognized implementation of lean principles in healthcare. Denver Health is a major resource to the community, serving approximately 185,000 individuals and 67,000 children a year.

Located just south of downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).

"Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. Denver Health is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class."