Position Summary:

The Senior Desktop Technician's role is to provide a technical escalation point for the Service Desk/Desktop support Team. Although not directly customer facing, this role may prepare communication around service, outages and manage customer expectations in the absence of IT management. They require advanced knowledge and skill in all technologies that the Service Desk supports. They draft and curate technical support documentation and user guides, they conduct standardized methodologies of repair, and they work closely with the Desktop Architects and System Administrators to design the most efficient methods of support and repair in order to create cost, time and effort efficiencies. This includes designing, building solutions and installing, diagnosing, repairing, maintaining and upgrading all endpoint hardware and equipment to ensure optimal workstation performance. Provide senior level technical support for Desktop Technicians. Provide end-user assistance where required and oversee daily tickets and ensure morning tickets are triaged according to procedures .

This position is hybrid and requires you to live in the Denver Metro area.

Closing Date: March 3, 2024

Applications will be accepted until a sufficient number is received. Craig Hospital reserves the right to either close or extend a posting.

Position Requirements:

• Licensure/Certification/Registrations: CompTIA A+ certification required, plus at least two advance level Microsoft certification (MCP) or equivalent work experience preferred. Successful applicant for this position will require A+ certification within 6 months of hire date.
• Education: High school diploma or equivalent required; College degree relevant field preferred.
• Experience: Minimum of five (5) years of prior Desktop technical support experience required with Microsoft Windows operating system support. Must have worked in a MS AD group policy environment, with remote support services.
• Skills & Abilities: Ability to provide friendly and courteous customer centered support. The ability to efficiently document and track technical support issues with a working knowledge of centralized desktop management tools. Proven track record of self-learning of new advanced technologies and successful implementations. The ability to train end-users on practices that help to avoid technical support issues. Proven advanced analytical, problem-solving, and troubleshooting skills. Provide senior escalation point for other desktop techs. Self-reliant, self-directed planner, designer, builder and implementer. Thorough understanding of Microsoft Windows environments, including AD group policy design and management. SCCM administration, DHCP administration and VDI desktop support. Strong networking knowledge. Good understanding of telecommunications support. Advanced working knowledge of Microsoft Office products. The ability to work independently, organize time effectively, manage multiple projects efficiently, meet project timelines, coordinate and work with others. Maintain good interpersonal relationships and always a commitment to quality and results.

Essential Functions:

• Build Active Directory User accounts ensuring accuracy and resolve any account incidents.
• Remotely manage end-user devices using centralized device management tools. This includes Initial AD credentialing, knowledge of Group Policies, providing operating system updates for end user devices, software installations and virus patching as directed by the Desktop Architect.
• Serve as the first point of contact for employees seeking technical assistance in person, over the phone, or via email.
• Deploy and maintain all printers, faxes and copiers. Provide basic troubleshooting and maintain vendor support relationships.
• Responsible for documenting and communicating current issues to team members and management. Contribute to Help Desk process documentation regularly and provides training and resource documentation on relevant systems, processes, and technology.
• Perform troubleshooting through diagnostic techniques and pertinent questions. Assist users over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner. Walk the employee through the problem-solving process.
• Actively monitor incoming call and ticket queues, and ensures that all tickets are handled in accordance with standards. Escalate tickets proactively to process or system owners and management where necessary. Follow up with other IT groups (IT Applications, IT Infrastructure, IT Security) to resolve issues & get information. Escalate issues as needed to management.
• Demonstrate competence in documenting trouble ticket resolutions with a keen attention to detail, maintain hospital wide communication and actively participate in maintaining support policies and procedures.
• Assist with identifying opportunities for training that would improve productivity and proficiency within the department or within the Hospital.
• Maintain detailed end user hardware and end user licenses asset management.
• Deliver timely communication; understand the need of the user; and provide tangible results from our service activities.
• Install, configure and troubleshoot hardware, including desktops, laptops, peripherals, network equipment, and mobile devices.
• Install, configure and troubleshoot software packages, including operating systems, desktop software and custom applications.
• Compile data to maintain IT inventory, purchasing, shipping and other records pertinent to maintain an accurate inventory of IT equipment. Compile data to maintain IT inventory, purchasing, shipping and other records pertinent to maintain an accurate inventory of IT equipment.
• Collaborate with Desktop Architect to implement procedures and policies for desktop deployment and management.
  Assist with implementing security policies for workstations including patch management and antivirus.
• Demonstrate initiative in recommending enhancements and improvements to the IT infrastructure. Responsible for providing high quality, consistent service levels to our employees and customers.
• Obtain subject-matter expert level understanding of multiple mission-critical technology systems and business processes. Able to interface directly with other IT groups (IT Applications, IT Infrastructure, IT Security) to communicate problems and find resolutions.
• Assist in the operational responsibilities of the IT dept. Help ensure day-to-day functioning of systems, networks and associated devices with minimal supervision from the appropriate owner/stakeholder
• Mentor and encourage other team members while supporting their efforts, actively educates junior staff on problem resolutions and technology. Able to effectively train staff on systems and business processes.
• Work with leadership to identify, define and scope projects critical to the IT department and the organization as a whole. Work with leadership to execute against project plans and time frames.
• Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems; maintains current knowledge of hardware and software.

** This job description is not intended to be an exhaustive list of all duties. Employee may perform other related duties as assigned.

Craig Hospital Benefits:

Benefit Eligible Positions:

At Craig Hospital we offer a wide range of outstanding benefits that allow our employees to tailor a benefits package that meets their individual needs. Planning a family or looking forward to retirement we have options. Our medical insurance is a self-funded plan administered by Allegiance Benefit Plans with a CIGNA network of providers offering two different comprehensive plans. We offer dental insurance through Delta Dental, and vision insurance through EyeMed. Craig offers Health Care and Dependent Care Spending Accounts. Craig also provides, and pays for both Short Term and Long Term Disability Insurance plans for every benefit-eligible employee. We offer generous time-off benefits to allow you to enjoy your time away from work too! Additionally, we have a 403b Retirement Plan with a generous matching contribution through Empower Retirement that you are eligible for upon hire. Want to go back to school? We have Tuition Assistance. Unexpected emergency? We have Employee Assistance Programs and an Employee Emergency Assistance Fund.

At Craig, we believe in offering best-in-class benefits and prioritize benefits to support you.

Rate of pay: $27.56 - $39.68 per hour depending on experience