Technical Consultant I

RiverStone Health; Billings, Northern (MT, KY); Hybrid; USD 40,000 - 49,000; Full time

Job summary

RiverStone Health in Billings, MT is seeking a Technical Consultant I to deliver frontline technical support across hardware, software, and network environments while partnering with business units to translate needs into actionable IT solutions.

The role emphasizes clear communication, basic business analysis, and contributing to the adoption of new payroll and benefits systems; strong Microsoft 365 and Windows experience, HIPAA awareness, and a customer-service mindset are essential.

Qualifications

• Three years of hands-on experience in technical support or help desk.
• Strong customer service and clear communication.
• Ability to translate business needs into technical requirements.
• Experience with Microsoft 365 and Windows environments.
• HIPAA privacy and security knowledge.

Responsibilities

• Provide frontline tier 1–2 technical support for hardware, software, and network issues.
• Document solutions and contribute to knowledge base.
• Collaborate with departments to gather requirements and translate into specs.
• Assist with payroll/benefits system upgrades and testing.
• Participate in on-call rotation and ongoing improvements.
• Offer end-user instruction on Microsoft 365 tools and security best practices.

Skills

Customer service

Troubleshooting

Documentation

Communication

HIPAA security

Technology liaison

Education

High School or better

Tools

Ticketing systems

Remote diagnostic software

Monitoring platforms

Microsoft 365

Windows OS

Job description

Reports to: Sr. Director of Applications & Data

FLSA status: Non-Exempt: Full-Time

Schedule: Monday-Friday; 8am to 5pm

Wage Range: $28.70 to $35.66 hourly; depending on number of years of transferrable experience and internal equity

RiverStone Health Overview:

Serving the Yellowstone County community and south-central Montana for over 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life.

Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.

Job Summary:

The Technical Consultant I (TC I) plays a pivotal role by providing technical support, ensuring timely resolution of hardware, software, and network issues. In addition, this individual partners closely with designated business units to gather and analyze technical needs, translating business requirements into actionable insights. They proactively identify areas where technology can improve processes, and work with technical teams to support the successful implementation and adoption of new solutions. With strong communication skills, they act as a liaison between business partners and technical teams, ensuring alignment between technology initiatives and business objectives.

The TC I also performs foundational business analysis, observing department workflows, documenting technology gaps, and escalating recurring problems as defined, solvable issues rather than informal complaints. The TC I operates under I&R governance, coordinates with department leadership, and is the entry point of the Technical Consultant career path.

Essential Functions/Major Duties and Responsibilities:

A. Technical Support & Issue Resolution ~35%

Deliver frontline technical support, addressing tier 1 and tier 2 issues across hardware, software, and network environments.

Triage, troubleshoot and resolve technical problems independently and elevate more complex issues as needed while maintaining full ownership from notification through resolution.

Document solutions, contribute to the knowledge base, and continually recommend process improvements for better efficiency.

Utilize tools such as ticketing systems, remote diagnostic software, and monitoring platforms to deliver efficient support.

Collaborate with end users to understand and resolve their technical issues, providing clear communication and excellent customer service.

Participate in an on-call rotation shared across the technical team.

Assist with implementation, testing, and ongoing maintenance of payroll and benefits system upgrades and enhancements.

B. Business Analysis ~30%

Develop working knowledge of assigned department operations, service line needs, and how technology supports their workflows.

Conduct regular meetings with department stakeholders to gather and document business requirements, technical needs, and key challenges.

Analyze existing workflows and processes to identify gaps, inefficiencies, or opportunities for improvement.

Recommend technology solutions and process changes that align with business objectives.

Work closely with technical teams to translate business requirements into actionable technical specifications.

Maintain standard operating procedures, checklists, and support documentation; assist in gathering and documenting basic requirements when department stakeholders identify a technology need.

Provide end-user instruction and basic training on Microsoft 365 tools, security best practices, HIPAA-compliant use of technology, and approved systems.

Evaluate new and emerging technologies to determine their fit for business needs

Identify areas where technology can enhance business processes or solve recurring issues

Act as a liaison between business units and technical teams, ensuring solutions align with operational goals.

Provide input during the testing and deployment phases, ensuring effective implementation and end-user satisfaction.

Collaborate with technology teams and business partners to support the rollout and integration of new technology solutions.

Ensure smooth adoption of technology, offering guidance and feedback during implementation phases.

Participate in ongoing learning and contribute to team discussions on process improvements and standardization opportunities

Follow RiverStone Health technical standards, security requirements, and documented best practices as defined by I&R governance.

Non-Essential Functions/Other duties as assigned ≥5%

Perform other duties as assigned in support of RiverStone Health’s mission and goals.

Education and Experience:

Minimum Qualifications

Three years of hands‑on experience in a technical support, help desk, desktop support, or related role, with demonstrated troubleshooting ability beyond routine fixes; education alone does not substitute for hands‑on experience.

Demonstrated ability to communicate clearly and provide courteous customer support.

Any combination of experience and training which provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work.

Preferred Qualifications:

Experience with Microsoft 365, Windows environments, or user account administration.

Experience in healthcare, public health, or regulated environments.

Exposure to basic workflow documentation, process observation, or requirements gathering preferred.

Experience with process improvement and/or solution implementation.

Required Certificates, Licenses, Registrations:

Valid Montana driver license (travel between RSH sites may be required).

Required to obtain emergency preparedness on the job training at a minimum of IC 100, 200, 700.

Knowledge, Skills, and Abilities:

Working knowledge of common desktop hardware, peripherals, Windows operating systems, and Microsoft 365 productivity tools.

Ability to learn department operations, workflows, and how technology supports service line needs.

Strong customer service skills, sound troubleshooting methodology, and good documentation habits; works effectively with users of varying technical ability.

Ability to observe a workflow, identify where it breaks down, and describe the problem clearly in writing.

Ability to prioritize multiple requests, manage time, and follow through on routine tasks.

Knowledge of HIPAA privacy, security, confidentiality requirements, and best practices

Ability to follow technical standards, escalation procedures, and change management practices set by I&R governance.

Doing things right the first time

Showing respect for each customer

Anticipating customer needs and concerns

Keeping customers informed

Helping and going the extra mile

Protecting privacy and confidentiality

Taking responsibility for handling complaints

Taking ownership of your attitude toward Service Excellence.

Supervision:

None

Physical Demands and Working Conditions:

Work is primarily performed in an office or healthcare environment.

Requires frequent use of a computer for a substantial portion of the shift.

May require lifting, moving, or installing endpoints and peripherals within safe limits.

Travel between RiverStone Health locations may be required.

• Ability to travel and use own personal vehicle. Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, other vehicles, etc. Travel occurs in all weather conditions, including extreme heat and cold

Must create and maintain a safe and secure work environment by following applicable safety, health, and security procedures.

Freedom to Act & Decision Making:

Works under general supervision with clear guidance available for higher-risk or more complex issues.

Uses judgment to resolve routine technical problems and determines when escalation is needed.

May implement approved standard solutions and routine changes within established procedures.

Initiates and facilitates regular meetings with department leadership.

Communications & Networking:

Daily written and verbal communication with other technology teams.

Responsible for handling sensitive business and protected health information appropriately.

Budget & Resource Management:

This position does not have direct budget or FTE responsibility.

Responsible for appropriate stewardship of assigned equipment and resources.

Qualifications

Behaviors

Preferred

Team Player

: Works well as a member of a group

Functional Expert

: Considered a thought leader on a subject

Motivations

Preferred

Self-Starter

: Inspired to perform without outside help

Work-Life Balance

: Inspired to perform well by having ample time to pursue work and interests outside of work

Education

Required

High School or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.