IT Service Desk Support Analyst I

About the position

The Service Desk Support Analyst I at Boulder Community Health is responsible for providing technical support to Service Desk customers. This role involves troubleshooting and resolving customer inquiries, maintaining desktop computer infrastructure, and ensuring timely completion of user requests. The position requires a combination of technical skills and customer service abilities to effectively assist users with their IT needs.

Responsibilities

• Provide technical support to customers.
• Respond to, troubleshoot, and resolve customer inquiries submitted to the helpdesk via various channels.
• Ensure user requests and work orders are prioritized and completed in a timely manner.
• Document customer requests, troubleshooting actions, and final resolutions.
• Take ownership of problems and involve other technical resources as necessary.
• Keep customers updated on the status of their work order resolution.
• Perform quality checks on outcomes of work performed.
• Use remote desktop tools for quick problem resolution.
• Execute planned and unplanned system downtime procedures according to hospital policy.
• Repair and maintain the hospital's desktop computer and peripheral infrastructure.
• Configure, install, and deploy computer hardware, printers, and software.
• Maintain equipment/asset inventory and record equipment movements.
• Instruct and assist others in the proper use of computer equipment.
• Assist with the development and testing of desktop technologies for disaster recovery.

Requirements

• An Associate's degree in Computer Science, Information Technology, or a related field is preferred.
• 2 years of prior Service Desk or hands-on desktop support experience.
• Hold at least one of the following certifications: CompTIA A+, Microsoft Certified Professional (MCP), HDI Desktop Support Technician Certification, or Microsoft Certified Desktop Support Technician (MCDST).
• Driver's License required for providing off-site support.
• Basic hands-on or service desk experience with desktop computer hardware and Microsoft Windows operating systems.
• Familiarity with Active Directory, virus protection software, Citrix, Microsoft Office or O365, and desktop virtualization.

Nice-to-haves

• ITIL Foundation experience
• Experience in an enterprise setting

Benefits

• Health insurance, including a FREE employee only option
• Dental and Vision insurance
• BCH paid Life Insurance; Spouse and Dependent Life Insurance plans
• Short-term and Long-term disability coverage
• Health and Dependent Care Flexible Spending Accounts
• Retirement plan with BCH matching contributions
• Paid Time Off
• Education assistance program
• Voluntary Wellness programs
• Employee Assistance Program offering 8 free, confidential counseling sessions