IT Support Specialist I

Denver Health is seeking an IT Support Specialist I to help deliver reliable technology support to staff in a busy healthcare setting. This onsite role works under close supervision and provides basic IT hardware and software troubleshooting across common end user devices and clinical applications, supporting a 24x7x365 environment with rotating shifts.

Role overview

The IT Support Specialist I assists Denver Health employees by phone, email, and in person, resolving requests and issues involving desktop and laptop systems, printer/copy/fax equipment, and core applications. Support includes work with Epic and the Epic MyChart patient portal, Microsoft Windows and Office products, and other business and clinical applications. The position includes responsibility for responding to alerts and notifications and meeting daily, weekly, and monthly KPI expectations.

Key responsibilities

• Answer inbound customer phone calls, emails, and portal requests (approximately 60 per day) (20%)
• Troubleshoot issues remotely using 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 the ITSM system (10%)
• Interact with customers while maintaining professionalism (10%)
• Identify improvement opportunities (10%)
• Meet daily, weekly, and monthly KPIs (10%)
• Respond to alerts, pages, and other notifications within the expected time frame (10%)

Supported systems and applications

• Hardware support for desktop computers and peripherals, laptops, and multifunction printer/copy/fax machines (and similar devices)
• Epic (electronic health record) and Epic MyChart patient portal support
• Microsoft Windows and Microsoft Office products
• Microsoft Office 365 and client support
• Windows 10
• Basic hardware support including mice, keyboards, monitors, scanners, and printers
• iOS and Android
• ITSM system

Requirements

• High School Diploma or GED required
• 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
• 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
• 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, and monthly expectations
• Excellent analytical and problem-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

Work schedule and employment details

• Location: Denver, CO (onsite)
• Work type: Regular
• Shift: Varies (United States of America), including rotation of days, evenings, weekends, and overnights to meet business needs
• Coverage requirement: 24x7x365 coverage, with flexibility for work hours

Compensation and benefits

Salary range is USD 22.17 - 31.04 per hour.

• 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 plus employer-paid disability and life insurance
• Well-being programs including an on-site employee fitness center on Denver Health main campus and the RESTORE Center
• Free RTD EcoPass
• Childcare discount programs and exclusive perks on large brands, travel, and more
• Tuition reimbursement and assistance
• Education, coaching, and professional development through the Workforce Development Center (WFDC)
• Professional clinical advancement program and shared governance
• Public Service Loan Forgiveness (PSLF) eligible employer, with free student loan coaching and assistance navigating the PSLF program
• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer