Job Description:
The CFS Support - Senior 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.
This position is fully onsite | Schedule: Monday - Friday, 8AM - 5PM with on-call rotation.

*Prefer candidates with Tier 2 Support, A+ certification, & 5 years of experience.

Essential Functions

• Monitor, troubleshoot and resolve system issues. Adequately documents resolution to issues in ITIL ticketing system. Maintains and updates knowledge base.
• Keep user base informed of systems changes (i.e., software/hardware upgrades, planned down times, system unavailability) and disseminate information to the Digital Technology Services team and end user base when appropriate.
• Responds to messages according to priority schedule.
• Supports new and existing systems while keeping abreast of technological changes.
• Participates as the primary agent in the setup and implementation of desktop systems, which includes, but not limited to, hardware, software, network connectivity, telecommunications and backup systems.
• Maintains and updates policies, procedures & Key Performance Indicators.
• Work within a project team environment to ensure that a quality product is produced, on time and within budget.
• Contribute to the development of work plans, tasks, and time estimates.

Skills

• CFS support needs a combination of technical knowledge and communication skills to troubleshoot issues and guide users through solutions.
• Demonstrated experience quickly diagnosing and resolving technical issues, both simple and complex.
• Proven ability to work on complex problems and find solutions, while also having the ability to clearly explain instructions to clients and colleagues with different levels of technical expertise.
• Experienced in handling difficult customers with professionalism, courtesy, patience, and respect.
• Work well in a team environment, communicate effectively with peers, and share knowledge.
• Deep understanding of hardware, software, networks, and systems.

Required Qualifications

• Strong customer service skills
• Proven 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
• Ability to successfully function in a fast paced, service-oriented environment

Preferred Qualifications:

• Bachelor's degree in computer science.
• 5 + years' experience in desktop operations in an end user support role or equivalent.
• Certifications CompTIA a Plus, CompTIA Network Plus, Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST).

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:
Saint Joseph Hospital

Work City:
Denver

Work State:
Colorado

Scheduled Weekly Hours:
40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$35.99 - $56.68

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.

Learn more about our comprehensive benefits package here.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

All positions subject to close without notice.