System Support-Staff/Associate

Job Description:

Provide accurate, timely, and creative solutions to Caregiver computer hardware, peripherals, printers, operating systems, software applications, networking, telecommunications, and video conferencing issues. Assist and coordinate with other Intermountain, Vendors and DTS teams when on-site troubleshooting and evaluation is needed. Primarily responsible for providing direct customer support, answering questions, providing feedback, resolving customer incidents and fulfilling service requests according to Service Level Agreements. This position must also promote the mission, vision, and values of Intermountain, while abiding by service behavior standards. Must have the ability to work rotating shifts and prolonged shifts for up to 12 hours.

Essential Functions

• Works most tickets daily to resolves typical computer issues; while following listed procedures and responding to messages according to priority schedule.
• Monitor, troubleshoot and resolve system issues.  Adequately documents resolution to issues in ITIL ticketing system. Maintains and updates knowledge base.
• Keeps user base informed of systems changes (i.e., software/hardware upgrades, planned down times, system unavailability).
• Disseminates information to Digital Technology Services and caregiver base when appropriate, while updating support staff regularly on the status of projects, incidents, service requests and system changes. 
• Supports new and existing systems while keeping abreast of technology 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. 
• Implements enterprise defined security policies (hardware and software) and assists in the monitoring of compliance for users, systems and devices.

Skills

• CFS support need a combination of technical knowledge and communication skills to troubleshoot issues and guide users through solutions. Some skills that are important for CFS support include:
• Strong ability to diagnose and resolve technical issues, both simple and complex, while also work on complex problems and finding solutions.
• Proven communication skills, to clearly explain instructions to clients and colleagues with different levels of technical expertise
• Able to handle difficult customers with professionalism, courtesy, patience, and respect, while working well in a team environment, communicate effectively with peers, and share knowledge.
• Deep understanding of hardware, software, networks, and systems.

Required Qualifications- Staff, pay range $28.90 - $45.52

• Strong 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.

Required Qualifications- Associate, pay range $21.71 - $33.50

• Associates degree in computer science field or management of information systems or two years experience in a system support or other computer science / management information system related technical field (hardware support, etc.). Degree must be obtained through an accredited institution. Education is verified.
• Valid driver's license. (Position may often require individual to travel between facilities to provide support)
• Associate's degree in computer science field or management information systems. Degree must be obtained through an accredited institution. Education is verified.
• - or -
• Two years experience in a system support or other computer science / management information system related technical field (hardware support, etc.).
• - and -
• Demonstrated understanding of troubleshooting principles, methodologies, and issue resolution techniques.
• - and -
• Demonstrated basic knowledge of applicable data privacy practices and laws.
• - and -
• Demonstrated basic understanding of networking fundamentals and active directory.
• - and -
• Demonstrated basic knowledge of industry standard word processing and spreadsheet software.
• - and -
• Demonstrated basic knowledge of industry standard email systems.
• - and -
• Must be able to travel to and from various Intermountain facilities. (Position may often require individual to travel between facilities to provide support)
   

Preferred Qualifications

• Bachelor’s Degree in Information Systems
• 2 years of work experience in a related support field.
• 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:

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:

Intermountain Health Primary Childrens Hospital

Work City:

Salt Lake City

Work State:

Utah

Scheduled Weekly Hours:

40

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

$28.90 - $45.52

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.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.