Job Information
Bozeman Health Helpdesk Technician (Full-Time) in Bozeman, Montana
Position Summary:
The Information Technology Helpdesk Technician resolves internal and external user problems and ensures correct operation of personal computers. Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals. The Information Technology Helpdesk Technician may perform system setups for new hires. Maintains parts inventory and logs all service/repair activity. This position will answer phones and e-mails related to support, user access and a broad range of IT related questions and concerns. The IT Helpdesk Technician will escalate to the appropriate higher tier resource when unable to resolve independently.
Minimum Qualifications:
Associates Degree in Information Technology (IT), Information Systems; or a related field or a minimum two years’ experience in an IT role; or possess a 1 Year IT Certifications (i.e., Comptia A+/SEC+/NET+, Cisco CCNA, MS MTA, AWS Associate, GISF, etc.)
Preferred: Enrolled in, pursuing, or completed a Bachelor’s Degree in Information Technology (IT), Information Systems, or a related field
Essential Job Functions:
Assists users by answering questions and providing support in a timely manner focused on first contact resolution.
Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
Records data required to analyze problems and track them to final solution.
Support large scale hybrid Active Directory Azure environment.
Support complex ticketing systems and workflow management.
Prepares and presents reports related to IS problems and help desk activity for management review and action.
Provides training to end users in both hardware and application functionality.
Writes and updates IT documentation and articles.
Utilizes helpdesk service management platform to create and maintain asset catalogs, ticket routing, service catalog items and where possible automates these functions.
Assists users with obtaining hardware and software quotes and ordering in alignment with established standards and policies.
Assists users with troubleshooting complex VDI environments both remotely and on-site.
Assists and support users with basic Epic troubleshooting.
Supports patients accessing and troubleshooting their online medical chart (MyChart).
Performs other related duties as assigned.
Knowledge, Skills and Abilities
Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
Exercises tact, discretion, sensitivity, and maintains confidentiality
Performs essential job functions successfully in a busy and stressful environment
Learns current and new computer applications and office equipment utilized at Bozeman Health
Strong interpersonal, verbal, and written communication skills
Analyzes, organizes, and prioritizes work while meeting multiple deadlines
Works varied shifts as scheduled and/or needed
The above statements are intended to describe the general nature and level of work being performed by people assigned to the job classification. They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by individuals so classified.
77211300 Information Technology
Working at Bozeman Health is more than just a job--it's a commitment to caring for the communities of Southwest Montana by being their partner in health and wellness, compassionately delivering the best care for each person, every time. In every role, our employees are inspired by their ability to care for our community and our Culture of Excellence guides each employee to be a high performer, engage in transparent and timely communication, demonstrate dynamic learning and teaching, excel through change, express gratitude and experience joy.