Children's Hospital Colorado Help Desk Services Tech - 58336 in Aurora, Colorado

Why Work at Children's....Children's Hospital Colorado has defined and delivered pediatric healthcareexcellence for more than 100 years. Founded in 1908, Children's Coloradois a leading pediatric network entirely devoted to the health and well beingof children. Continually recognized as one of the nation's outstandinghospitals by U.S. News & World Report, Children's Colorado is known bothfor its nationally and internationally recognized medical, research andeducation programs as well as the full spectrum of everyday care for kidsthroughout Colorado and surrounding states. With more than 1,000 healthcareprofessionals representing the full spectrum of pediatric specialties,Children's Colorado Network of Care includes its main campus, 16Children's Care Centers and more than 400 outreach clinics.A career at Children's Colorado will challenge you, inspire you, andmotivate you to make a difference in the life of a child.Additional InformationDepartment: Infrastructure_Tech ServicesHours per week: 40, eligible for benefitsShift: Variable, 8 hour shift, Help Desk is staffed 24/7/365Job OverviewThis position trains and develops proficiency in providing initial end usersupport for technical inquiries received via phone, email, and messagingapplications. Assists with assessing the nature of problems and resolvingbasic support issues and troubleshooting software and hardware issues onlaptops, desktops, tablets, and smartphones.ResponsibilitiesPopulation Specific Care* No direct patient care.Essential FunctionsAn employee in this position may be called upon to do any or all of thefollowing essential functions. These examples do not include all of thefunctions which the employee may be expected to perform.Trains and develops proficiency in providing PC hardware and software,desktop and workstation support for end users to resolve complex or escalatedtechnology issues. Responds to questions from walk-ins and provides assistanceand direction. Ensures the proper day-to-day operation of internal technologyapplications and equipment.Logs and records support tickets and cases in the Service Desk ticketingsystem. Transfers internal customers to second-level Help Desk Technicians formore complex issues.Troubleshoots software and hardware issues on laptops, desktops,tablets, smartphones, and network equipment. Diagnoses and resolvesproblems through discussions with end users, research, and problem isolation.Simulates or recreates user problems to resolve operating difficulties.Provides accurate, timely, and creative solutions to end-user computer andnetworking problems of a moderate to complex nature to ensure end-userproductivity.Responds to situations where standard procedures have failed in isolating orfixing problem equipment or software installations, moves and configurationchanges. Refers more complex problems to higher level Help Desk support staff.Maintains accurate end user and issue information in the Help Desk trackingsystem according to policies and standards.Collaborates with network services, software systems engineering, andapplications development to identify and correct core problems and restoreservice.Recommends systems modifications to reduce user problems. Elevates morecomplex issues to higher level Help Desk support staff.Adheres to IT policies, procedures and protocols.Follows standard Help Desk operating procedures.Other InformationSCOPE AND LEVELGuidelines: Applies basic skills and may develop advanced skills over timeusing tools and equipment appropriate for the position or specializationand/or trains and develops proficiency in discipline through practicalexperience gained on the job.Complexity: Duties and tasks are routine and standardized. Procedures,methods and techniques to carry out work are clearly defined. Frequentlyescalates questions and issues. Receives training to develop and enhanceskills and abilities.Decision Making: Has no discretion in making decisions without escalating toa higher level employee, supervis