Caregiver Field Support - Staff

Job Description:

Provide accurate, timely, and creative solutions to Caregiver computer hardware, peripherals, printers, operating systems, software applications, networking, telecommunications, and video conferencing issues. Assist and coordinate with other Intermountain, Vendors and DTS teams when on-site troubleshooting and evaluation is needed. Primarily responsible for providing direct customer support, answering questions, providing feedback, resolving customer incidents and fulfilling service requests according to Service Level Agreements. This position must also promote the mission, vision, and values of Intermountain, while abiding by service behavior standards. Must have the ability to work rotating shifts and prolonged shifts for up to 12 hours.

Shifts are: Monday through Friday 5X8 shifts, or a 4X10 shift is available

This position is located on site at: Primary Children's Hospital-81 N. Mario Capecchi Drive, Salt Lake City, UT 84113

https://intermountainhealthcare.org/locations/primary-childrens-salt-lake-city

On-call requirements: On call work is expected every 6 to 8 weeks (for one week at a time) for covering the on-site portion of our facilities when needed. Also, once to twice per year each technician is assigned to be on call for the region for a week at a time. 

Preferred candidates with 4+ years of education and/or experience.

Essential Functions

• Works most tickets daily to resolves typical computer issues; while following listed procedures and responding to messages according to priority schedule.
• Monitor, troubleshoot and resolve system issues.  Adequately documents resolution to issues in ITIL ticketing system. Maintains and updates knowledge base.
• Keeps user base informed of systems changes (i.e., software/hardware upgrades, planned down times, system unavailability).
• Disseminates information to Digital Technology Services and caregiver base when appropriate, while updating support staff regularly on the status of projects, incidents, service requests and system changes. 
• Supports new and existing systems while keeping abreast of technology changes.
• Participates as the primary agent in the setup and implementation of desktop systems, which includes, but not limited to, hardware, software, network connectivity, telecommunications and backup systems. 
• Implements enterprise defined security policies (hardware and software) and assists in the monitoring of compliance for users, systems and devices.

Skills

• CFS support need a combination of technical knowledge and communication skills to troubleshoot issues and guide users through solutions. Some skills that are important for CFS support include:
• Strong ability to diagnose and resolve technical issues, both simple and complex, while also work on complex problems and finding solutions.
• Proven communication skills, to clearly explain instructions to clients and colleagues with different levels of technical expertise
• Able to handle difficult customers with professionalism, courtesy, patience, and respect, while working well in a team environment, communicate effectively with peers, and share knowledge.
• Deep understanding of hardware, software, networks, and systems.

Required Qualifications

• Strong 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.
• Ability to successfully function in a fast paced, service-oriented environment.

Preferred Qualifications

• Bachelor’s Degree in Information Systems
• 2 years of work experience in a related support field.
• 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:

Intermountain Health Primary Childrens Hospital

Work City:

Salt Lake City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. 

$29.48 - $46.43

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. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.