Application Service Team Lead

11400 Information Systems; United States; On-site; USD 61,000 - 96,000; Full time

Job summary

Intermountain Health is seeking a CFS Support – Consultant to provide accurate, timely IT hardware, software, and network support onsite at St. Marys Regional Hospital in Grand Junction, Colorado.

The role handles incidents, service requests, and training, with rotating shifts up to 12 hours and a Monday–Friday 7:30/8:30 AM start. Candidates should have strong Microsoft product knowledge, adaptability, and a quick learner.

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.

Responsibilities

• Performs onsite analysis, diagnoses concerns, and resolves complex IT problems.
• Recommends and implements corrective solutions.
• Installs, configures, tests, maintains, and troubleshoots end-user workstations and related hardware and software.
• Resolves incidents and requests per SLAs.
• Participates in completing complex projects following enterprise standards.
• Keeps stakeholders updated on project status and issues.
• Maintains critical support documentation.
• Implements security policies and monitors compliance.
• Contributes to enterprise standards, processes, and procedures.
• Supports annual budgeting with focus on equipment refresh.

Skills

Hardware & software knowledge

Troubleshooting

Communication skills

Team collaboration

Education

Bachelor’s degree in computer science or related field

Tools

CompTIA A+

CompTIA Network+

MCTS

MCITP

MCDST

Job description

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. This positoin is fully on-site.

Schedule: Monday - Friday 7:30AM - 4PM OR 8:30AM - 5PM.

Looking for candidates with a thorough understanding of Microsoft product, high adaptability to change, and a quick learner.

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.
• 6 + years’ experience in desktop operations in a CFS 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

Location: St. Marys Regional Hospital Work City: Grand Junction Work State: Colorado Scheduled Weekly Hours: 40 The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $44.36 - $69.85

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.

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.

All positions subject to close without notice.

Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services.

Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.

Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment.

To find out more about us, head to our career site here.

Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more.

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.

Thanks for your interest in continuing your career with our team!