Peak Vista Community Health Centers is a non-profit health care organization whose mission is to provide exceptional health care to people facing access barriers through clinical programs and education. We provide integrated health care services including medical, dental and behavioral health through our 22 outpatient health centers. We deliver care with our strong "Hospitality" culture. Our organization has over 800 employees and serves more than 81,500 patients annually in the Pikes Peak and East Central regions of Colorado. Our service area covers 14 counties, from the front range to the Kansas border, with locations throughout Colorado Springs, Fountain, Flagler, Divide, Limon and Strasburg. Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Compensation (Pay): $20.53 to $29.77/hourly, based on experience

Summary of Benefits:

• Medical, Dental, Vision, Life, STD, LTD
• 403(b) Retirement with Company Match
• Paid Time Off
• Tuition Assistance
• Perks Rewards
• Employee Assistance Program

https://www.peakvista.org/resources/benefits-summary

Job Summary: Primary daily responsibilities will include phone support for a fast-paced IT Helpdesk. Employee will be responsible for providing technical desktop support and functional support to a large medical professional user base. He/she must follow specific processes and guidelines to ensure that tasks are completed consistently and efficiently. Must possess strong analytical, troubleshooting, and problem-solving skills, as well as good technical writing skills for document creation/updating. Excellent interpersonal and customer service skills are required to communicate with both technical and non-technical customer base. This employee will need to manage multiple tasks and projects in a very fast-paced IT environment. The IT Technician I position, and job function is a value-added service requiring commitment to Peak Vista’s Core Values.

Essential Duties and Responsibilities:

• Must Provide telephone support for incoming calls to the IT Helpdesk call queue
• Monitor IT Helpdesk OMB and IT ticket queue for user inquiries then respond in a timely manner with accuracy and proficiency per IT Dept. SLA’s
• Provide IT support and problem resolution by using remote desktop tools
• Be prepared to greet walk-in users with courtesy and professionalism to address any/all IT needs
• Provide IT support and problem resolution by using remote desktop tools
• Demonstrate basic knowledge and troubleshooting skills for the following:
  • PC Hardware & Peripherals
  • PC Software
  • Networking, DNS, DHCP, TCP/IP
  • Active Directory system admin
  • Mobile devices
• Create and manage Active Directory logons and email accounts, as well as external medical staff accounts and vendor accounts as needed
• Log all tasks and user requests in IT ticketing system; document all actions to include troubleshooting steps; communications and resolution
• Understand and be willing to use available resources (i.e., knowledge bases articles, web documents and co-workers) to troubleshoot more complicated issues
• Understand timely escalation to next level support as situations dictate
• Understand timely and professional transfer to other Peak Vista departments as situations dictate
• Use technical writing skills to document any/all new procedures and update knowledge base articles as necessary.
• Participate in "On Call" rotation to provide after-hours support
• Participate in projects and initiatives as directed by the IT leadership
• Must maintain a current working knowledge of IT trends and technology
• Must have ability and willingness to develop additional skills (i.e., VM restart/rebuild, disk imaging) Aware of and enforces standards associated with HIPAA privacy and security rules
• Promotes and demonstrates the mission, vision, and Core Values of Peak Vista.
• Develops and maintains good working relationships with all departments, the management team, medical staff, and leadership.
• Embraces cultural diversity amongst ourselves and our community.
• Responsible for the human, financial, and material resources as well as data and information entrusted to us.
• Enhances the effectiveness; efficiency and productivity of the department by contributing to, and participating in, departmental performance improvement goals
• Other duties as assigned
• Microsoft Windows server OS’s: knowledge of network technology to include hardware, cabling, protocols, and integration of systems into a Microsoft Windows network environment
• Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Employee must demonstrate knowledge of and adherence to the Compliance Plan and Conflict of Interest requirements. The employee enhances the effectiveness; efficiency and productivity of the department by contributing to, and participating in, departmental performance improvement goals.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bilingual (Spanish) is a plus but not required.

Education/Experience:

Education: High School Diploma or GED required. Bachelor’s in computer science or related field preferred.

Work Experience: 1 year of IT support experience or COMPTIA Certification required.

Computer Skills:

To perform this job successfully, an individual should have advanced knowledge Windows Operating systems, Active Directory, Microsoft Office Products, Internet Browsers and a basic understanding of network protocols TCP/IP, DNS, and DHCP.

Certificates and Licenses:

Windows 10, or A+, or Network +, or Security + Certifications or any other IT related Certifications are preferred.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OSHA risk level/work environmental hazards: This position has been categorized as OSHA Level Three. See Exposure Control Plan for details.

The noise level in the work environment is typical of any Call Center environment

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 50 pounds. While performing the duties of this job, the employee is frequently required to stand; walk and sit.

Remote work:

Work from home opportunity must meet the current needs of Peak Vista. Employee is responsible for equipment at home to include reliable internet access

 

*Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol free workplace and an Equal Opportunity Employer.

**PVCHC participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com