Technology Service Team Lead_COFR

Intermountain Health • Lafayette, CO • 1d ago

Job Description:

The CFS Support - Consultant is responsible for providing accurate and timely solutions to issues related to computer hardware, peripherals, printers, operating systems, software applications, networking, telecommunications, and video conferencing. This role involves direct customer support, answering questions, providing feedback, resolving incidents, and fulfilling service requests according to Service Level Agreements. The position also includes training and directing support levels. The candidate must be able to work rotating and prolonged shifts of up to 12 hours. Additionally, the role promotes the mission, vision, and values of Intermountain and adheres to service behavior standards.

Essential Functions

Performs onsite analysis, diagnoses concerns, and resolves complex information technology problems (computers, networks, IP phones, wireless, printers, scanners, etc.). Recommends and implements corrective solutions. Assists other teams to resolve issues.

Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels.

Resolves and documents resolution of service desk incidents and requests in a timely manner as specified by approved Operational Level Agreements and Service Level Agreements.

Participates in completing complex projects following enterprise standards. Ensures that key stakeholders both inside and outside of Information Systems are updated on project status, issues, barriers, etc.

Assists in creating and maintaining critical support documentation in the enterprise defined knowledge repository.

Implements enterprise defined security policies (hardware and software) and assists in the monitoring of compliance for users, systems, and devices.

Participates in the definition of enterprise standards, processes, and procedures.

Provides information for the development of annual operational and capital budgets with a primary focus on equipment refresh and anticipated growth needed to support business needs.

Skills

Deep understanding of hardware, software, networks, and systems, with the ability to provide the support needed in a combination of technical knowledge and communication skills to troubleshoot issues and guide users through solutions.

Capable of quickly diagnosing and resolving technical issues of ranging complexity.

Strong ability to clearly explain instructions to clients and colleagues with different levels of technical expertise.

Aptitude to work on complex problems and find solutions.

Ability to handle difficult customers with professionalism, courtesy, patience, and respect.

Experience working in a team environment, communicating effectively with peers, and sharing knowledge.

Required Qualifications

Demonstrated customer service skills.

Strong ability to research organizational and analytical skills as well as the ability to teach users.

Demonstrated ability to solve complex, multi-disciplinary problems in a graceful and sensitive manner.

Preferred Qualifications:

Bachelor's degree in computer science or related field and/or equivalent work experience.

Certifications CompTIA a Plus, CompTIA Network Plus, Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST).

6 + years' experience in desktop operations in a CFS support role or equivalent.

Physical Requirements:

Physical Requirements

Support the weight of IT equipment while transporting it. Push or pull portable equipment, including heavy items.

Ascend and descend stairs or ladders to service IT equipment needs.

Move around on hands and knees. Lower body by bending at the hips and the knees or to place body weight on one or both knees.

Location:

Good Samaritan Hospital

Work City:

Lafayette

Work State:

Colorado

Scheduled Weekly Hours:

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$43.49 - $68.48

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

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