Help Desk Services Tech

Here, it’s different. Come join us.

Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.

Here, the nation’s brightest nurses, physicians, scientists, researchers, therapists, and care providers are creating the future of child health. With an optimist’s outlook, a trailblazing spirit, and a celebrated history, we’re making new strides every day.

We’ve been Magnet-designated four times by the American Nurses Credentialing Center and are consistently recognized among the best of the best pediatric hospitals with #1 rankings in Colorado and the region by U.S. News & World Report.

As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 11 specialty care centers, 1,300+ outreach clinics and more than 10,000 healthcare professionals representing the full spectrum of pediatric care specialties.

Here, we know it takes all of us, every role, to deliver the best possible care to each child and family we treat.

That’s why we build our teams toward a foundation of equity in access, advancement, and opportunity. We know teams of individuals with different identities and backgrounds can nurture creativity and innovation. We know we can see, treat, and heal children better when our team reflects the diversity of our patient population. We strive to attract and retain diverse talent because we know a truly inclusive and equitable workforce will help us one day realize our most basic calling: to heal every child who comes through our doors.

A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it’s different.

This position trains and develops proficiency in providing initial end user support for technical inquiries received via phone, email, and messaging applications. Assists with assessing the nature of problems and resolving basic support issues and troubleshooting software and hardware issues on laptops, desktops, tablets, and smartphones.

Department: Help Desk Procurement EDA
Hours per week: 40, eligible for benefits
Shift: 7:30AM - 4:00PM Monday thru Friday, some on-call

• EDUCATION – High school diploma or equivalent is required.

POPULATION SPECIFIC CARE

• No direct patient care.

ESSENTIAL FUNCTIONS

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.

• Troubleshoots software and hardware issues on laptops, desktops, tablets, smartphones, and network equipment. Diagnoses and resolves problems through discussions with end users, research, and problem isolation.
• Follows standard Help Desk operating procedures.
• Collaborates with network services, software systems engineering, and applications development to identify and correct core problems and restore service.
• Provides accurate, timely, and creative solutions to end-user computer and networking problems of a moderate to complex nature to ensure end-user productivity.
• Recommends systems modifications to reduce user problems. Elevates more complex issues to higher level Help Desk support staff.
• Trains and develops proficiency in providing PC hardware and software, desktop and workstation support for end users to resolve complex or escalated technology issues. Responds to questions from walk-ins and provides assistance and direction. Ensures the proper day-to-day operation of internal technology applications and equipment.
• Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes. Refers more complex problems to higher level Help Desk support staff.
• Logs and records support tickets and cases in the Service Desk ticketing system. Transfers internal customers to second-level Help Desk Technicians for more complex issues.
• Simulates or recreates user problems to resolve operating difficulties.
• Maintains accurate end user and issue information in the Help Desk tracking system according to policies and standards.
• Adheres to IT policies, procedures and protocols.

SCOPE AND LEVEL

• Guidelines: Applies basic skills and may develop advanced skills over time using tools and equipment appropriate for the position or specialization and/or trains and develops proficiency in discipline through practical experience gained on the job.
• Decision Making: Has no discretion in making decisions without escalating to a higher level employee, supervisor and/or manager.
• Communication: Communicates factual information relative to the organization and/or own function generally with team members and peers only, but in some cases clients and/or the public. Uses no discretion or independent judgment but rather communicates within the parameters of clearly defined procedures and instructions.
• Complexity: Duties and tasks are routine and standardized. Procedures, methods and techniques to carry out work are clearly defined. Frequently escalates questions and issues. Receives training to develop and enhance skills and abilities.
• Supervision Received: Works under direct supervision and work product is subject to continuous inspection.

PHYSICAL REQUIRMENTS

• Vision - Near: clear vision at 20 inches or less
• Sit: 2/3 or more of time
• Hearing: able to clearly hear details
• Talk: able to communicate verbally
• Mental/Emotional: able to work in close proximity to others and/or in a distracting environment
• Weight Lifted/Force Exerted: up to 35 pounds/16 kilos, up to 1/3 of time
• Hands: able to seize, hold, grasp, or otherwise work with hands
• Mental/Emotional: able to cope with stress effectively

WORK ENVIRONMENT

• Mental/Emotional: able to prioritize effectively
• Mental/Emotional: may be subject to many interruptions
• Bloodborne Pathogen Category 2: Occasional exposure to blood/body fluid
• Mental/Emotional: able to tolerate ambiguity
• Office Work Environment: Regular/frequent exposure

It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.

Salary Information

Annual Salary Range (Based on 40 hours worked per week): $47,536.51 to $71,304.76
Hourly Salary Range: $22.85 to $34.28

Benefits Information

Here, you matter. As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to a best-in-class education benefit with 75+ tuition-free programs to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children’s Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.