Service Desk Technician Associate

UCHealth is seeking a Service Desk Technician Associate to provide first level, day to day support for internal customers. In this role, you will help resolve basic application, hardware, and service or network requests while maintaining accurate documentation and clear communication.

This position is based in Aurora, CO and is listed as remote. The hourly pay range for the role is USD 21–32 per hour, with a requirement of at least 1 year of relevant experience and a high school diploma or GED.

What you’ll do

• Enter support requests into the tracking system and assign a ticket number or other identification.
• Interview customers to understand the nature and scope of an issue and determine the appropriate response.
• Diagnose, resolve, and close customer issues in line with service level guidelines.
• Escalate issues to higher level technical support or management when necessary.
• Document and report customer inquiries about new or different functionality.
• Provide basic end user training as needed.
• Apply critical thinking and make decisive judgments within the scope of the job, including working with minimal supervision.
• Work effectively in a fast paced environment by taking appropriate action.

What you’ll need

• High school diploma or GED.
• 1 year of relevant experience.

Helpful experience (preferred)

• Call center experience.
• Customer service experience.
• IT interest and technical prowess.
• Troubleshooting skills.

Location and department

UCHealth UCHlth Admin, 2450 Peoria, Aurora, CO (remote). Department: UCHlth IT Serv Desk EPIC SPT.

Compensation and recognition

• Performance bonus: UCHealth offers a 3-Year Incentive Bonus recognizing contributions to quality, patient experience, organizational growth, financial goals, and tenure. The bonus accumulates annually each October and is paid out in October during the third year of employment.
• Performance based pay increase: The Annual Merit Pay Increase recognizes work performance that meets or consistently exceeds UCHealth performance standards documented through the established evaluation process, and accounts for increased experience, skills, and cost of living.
• Market reviews: Positions are reviewed annually to ensure base pay aligns with market standards, with base pay adjusted as needed to stay competitive.

Benefits

• Medical, dental, and vision coverage.
• Access to 24/7 mental health and well being support for employees and dependents.
• Discounted gym memberships and fitness resources.
• Free Care.com membership.
• Voluntary benefits including accident insurance, critical illness insurance, group legal plan, identity theft protection, pet insurance, auto and home insurance, and employee discount programs.
• Paid time off (PTO), paid family and medical leave (inclusive of Colorado FAMLI), and leaves of absence.
• Employer provided basic life and accidental death and dismemberment coverage with buy up coverage options.
• Employer provided short term disability and long term disability with a buy up coverage option.

Retirement and savings

• 403(b) plan with employer matching contribution.
• Additional 457(b) plan may be available.
• Flexible spending accounts for health care and dependent day care, and a health savings account available when enrolled in an HD medical plan.

Education and career growth

• Access to academic degrees and certificate programs to support professional and personal growth.
• Up to 100% of tuition, books, and fees paid by UCHealth for specific educational degrees.
• Other programs may qualify for up to $10,000/year pre paid by UCHealth or up to $5,250/year in tuition reimbursement.
• Access to LinkedIn Learning with thousands of virtual courses and seminars, plus internal professional development opportunities.
• Free assistance navigating the Public Service Loan Forgiveness program and submitting federal student loans for forgiveness.
• Eligibility for some programs is based on scheduled work hours.