IT - End User Support Specialist

Clearwater Valley Hospital and Clinics, Inc.; Orofino (ID); On-site; USD 52,000 - 76,000; Full time

Job summary

Clearwater Valley Hospital and Clinics, Inc. is seeking an IT end user support specialist to install, configure, and troubleshoot desktop devices for staff and clinicians, at the desk side or remotely, delivering consistent customer service and coordinating with IT teams to resolve incidents.

The candidate should have an associate degree in IT or related field, 2+ years in desktop/end-user support (healthcare preferred), and experience with Windows OS, Office, Active Directory, remote tools, and

Qualifications

• Associate degree in IT or related field or equivalent experience.
• 2+ years in desktop/end-user support, preferably healthcare.
• Strong knowledge of Windows OS and Microsoft Office; familiar with healthcare apps.

Responsibilities

• Handle incidents and service requests to completion at desk side, remotely, or by phone.
• Collaborate with IT teams to resolve complex issues.
• Provide support for desktops, laptops, thin clients, and mobile devices.
• Install, configure, and troubleshoot printers and peripheral devices.
• Respond promptly to incidents, maintaining high customer satisfaction.
• Assist users with healthcare and business applications and escalate as needed.
• Deploy and configure operating systems and standard software.
• Maintain hardware inventory and contribute to lifecycle management.
• Ensure HIPAA and security standards are followed.
• Document solutions and update knowledge base articles.
• Coordinate with network/server/application teams for escalations.
• Complete assigned projects on time with quality.

Skills

Excellent communication

Multi-tasking

Customer service

Team collaboration

Education

Associate degree in Information Technology

Tools

Active Directory

Remote support tools

Ticketing systems

Job description

• Employee Type Full-Time

Performs IT end user device configuration, installation, support, maintenance and troubleshooting at the desk side or remotely for all employees and clients. Responsible for analyzing, designing and implementing solutions for the desktop environment. Develop recommendations for end users and management, and implementation. Has knowledge of commonly used concepts, practices and procedures within desktop and technology fields. Has strong organizational skill and is able to meet tight deadlines as well as coordinate, prioritize and communicate project statuses. Manages multiple issues and projects with excellent multitasking skills. Must be self-motivated and able to work independently or with a team. Accountable for consistently delivering excellent customer service.

Essential Job Functions:

• Works incident and service requests to completion for all employees and clients of Kootenai Health in person at the desk side, using a remote tool or over the phone.
• Collaborates and works well with other IT teams.
• Provide support for desktops, laptops, thin clients, and mobile devices.
• Install, configure, and troubleshoot printers, scanners, label printers, and other peripheral devices.
• Respond to and resolve incidents and service requests in a timely manner, maintaining high customer satisfaction.
• Assist users with common healthcare and business applications, including basic troubleshooting and escalation as needed.
• Deploy and configure operating systems and standard software packages.
• Maintain inventory of hardware and peripherals; assist with lifecycle management.
• Ensure adherence to HIPAA and organizational security standards.
• Document solutions and maintain knowledge base articles for recurring issues.
• Collaborate with network, server, and application teams for escalated issues.
• Complete assigned project work on time and with the highest level of quality.

Minimum Qualifications:

• Education: Associate degree in Information Technology or related field (or equivalent experience).

Experience:

• Minimum 2 years in desktop/end-user support, preferably in healthcare.
• Strong knowledge of Windows OS, Microsoft Office Suite, and common healthcare applications.
• Familiarity with Active Directory, remote support tools, and ticketing systems.

Skills:

• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical skills.

Work Environment:

St. Mary’s and Clearwater Valley Health operates 24 hours per day each day of the year; operational needs of departments may require that you be available to work all shifts, weekends, and holidays to meet the needs of the patients. Clinic locations have operation hours based on locations and patient needs; therefore, availability to work all clinic shifts, weekends, and holidays as appropriate for location will be expected and required. Work is normally performed in a typical interior work environment.

Physical Requirements:

• Must be able to lift and move up to 10 lbs.
• Must be able to reach arms above or below shoulder height
• Must be able to maintain a sitting position
• Typical equipment used in an office job
• Repetitive movements
• No or very limited physical effort required.
• No or very limited exposure to physical risk.
• Work with equipment and manipulate equipment settings, computer keyboard, etc.