IT Site Support Technician II
Valley View Hospital - Glenwood Springs, CO

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Responsibilities: Answers, evaluates, and prioritizes incoming incidents from help desk; Installs, Maintains, analyzes, troubleshoots, and repairs end user hardware and software; Documents, maintains, upgrades or replaces end user hardware and software; Identifies, analyzes, and repairs product failures, orders and replaces parts as needed; Relies on instructions and pre-established guidelines to resolve issues or fulfill requests; Routes unresolved issues to appropriate team for further investigation and resolution; Logs and tracks calls using issue management system, maintains history records and related issue documentation; Fulfills IT service requests from users for new equipment, software, or information; Performs onsite support to all hospital and clinic locations on a regular basis; Calls software and hardware vendors to request service regarding defective products; Participates in software and hardware evaluation; Suggests edits to user training manuals and procedures; Maintains level of calm and professional interactions with customers; Participate in on call rotation.

Skills: Intermediate end user hardware and business productivity software knowledge; Comprehensive documentation ability; Exceptional customer service skills; Ability to coordinate methods, techniques, and evaluation of criteria across organizational silos in order to obtain optimal results; Exceptional oral/written communication and presentation abilities.

Education/Experience:

Associates Degree or Equivalent.

One year Healthcare Business processes/operational knowledge/acumen; three years customer service and technical support experience; three years hardware and software deployment experience.

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