IT Support Specialist I

We're with you for life's journey. At Denver Health, purpose isn't just something we believe in-it's something we live every day, for life's journey.

Our Values

Respect | Belonging | Accountability | Transparency

Department

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

Shift

Work Type

Salary

Benefits

At Denver Health, we take care of the people who take care of our community. Our benefits are built to support your life, your family, and your future - with generous paid time off, fully paid parental leave, exceptional retirement contributions, comprehensive health coverage, and nationally recognized well-being programs. We invest in your growth through tuition assistance, career advancement pathways, and professional development - while also offering meaningful financial advantages through loan forgiveness eligibility and employer contributions. When you join Denver Health, you're joining a mission-driven organization that invests in you.

Here is a small list of our benefit programs:

• Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays

• 100% paid parental leave up to 6 weeks

• Immediate eligibility for retirement plans with employer contribution up to 9.5%

• Generous medical, dental, vision plans in addition to employer paid disability and life insurance.

• Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center

• Free RTD EcoPass (public transportation)

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

About Denver Health

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, the Public Health Institute at Denver Health, Denver Health Medical Plan and Denver Health Foundation.

As Colorado's primary, and essential, safety-net health care system, Denver Health is a mission-driven organization that has provided millions in uncompensated care for the uninsured each year.

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

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community. All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made. Applicants will be considered until the position is filled.