IT SUPPORT SPECIALIST

ABOUT CAMPBELL COUNTY HEALTH

Campbell County Health (CCH) is more than just a hospital-we are a comprehensive healthcare system serving northeast Wyoming. Our organization includes Campbell County Memorial Hospital, a 90-bed acute care community hospital in Gillette; Campbell County Medical Group, featuring nearly 20 specialty and primary care clinics-including locations in Wright and Hulett; and The Legacy Living & Rehabilitation Center, a long-term care facility.


To be responsive to our employee's needs we offer:

• Generous PTO accrual (increases with tenure)
• Paid sick leave days
• Medical/Dental/Vision
• Health Savings Account, Flexible Spending Account, Dependent Care Savings Account
• 403(b) with employer match
• Early Childhood Center, discounted on-site childcare
• And more! Click here to learn more about our full benefits package

JOB SUMMARY

This position is located on-site at 501 South Burma, Gillette, WY 82716.

The IT Support Specialist is the primary contact for all incoming calls and email requests for technical support. This position provides technical customer support to end users, installs and configures computer hardware, software, systems, networks, printers, scanners, and other end user equipment following all systems policies, procedures, standards, and support documentation requirements. The IT Support Specialist manages physical hardware/ application configurations as well as virtual desktop application loads and user troubleshooting.

ESSENTIAL FUNCTIONS

• Primary contact for all incoming calls and email requests for technical support including software and hardware issues, i.e. operating system support, application support, system access problems, printer/ scanner/ other technical equipment, application and database support.
• Maintains help desk tracking system; inputs problem description in help desk tracking system and assists with maintenance. Handles requests in a timely and polite manner, escalating as appropriate, and following up to ensure resolution. Works with CCH employees on site and remotely.
• Communicate effectively to convey complex technical information and uphold customer service standards.
• Maintains goodwill, cooperation and productive relationships for those customers suffering anxiety and frustration with technical issues.
• Responsible for maintaining the documentation of desktop preparation and deployment procedures.
• Acts as a liaison with vendors for the resolution of desktop hardware problems.
• Develops positive working relationships with all departments, managers, physicians, and staff at CCH.
• Installs and configures computer hardware, software, systems, networks, printers, scanners, and other end user equipment.
• Works closely with network and system teams to diagnose and troubleshoot network outages, maintain network configuration for users and their components/cabling, maintain user accounts and reboots servers and routers.
• Assists in evaluating hardware and software options based on performance, application requirements, and cost effectiveness.
• Follows all systems policies, procedures, standards, and support documentation requirements to ensure the highest-level of Information Technology Department services.
• Identifies opportunities to improve security, data integrity, and streamline workflows.
• Understands that decisions and results of work impact all users throughout the organization.
• Identifies, researches, and relies on experience and judgment to resolve problems.
• Documents, tracks, and monitors problems and outages using help desk management software, contributing vital data for statistical study and development of solutions.
• Demonstrates knowledge of a variety of field concepts, practices, and procedures.
• Manages physical hardware/ application configurations as well as virtual desktop application loads and user troubleshooting.
• Model accountability for learning by sharing knowledge and learning from others
• Assists with researching and recommending hardware and software purchases for CCH personnel.
• Assists with obtaining quotes for repair costs and maintenance.
• Assists with contacting vendors for product information and price quotes.
• Contacts service contractors as needed.
• Demonstrates personal commitment to the principles, values and ethics of the organization and department while complying with the hospital's corporate compliance program including, but not limited to, the Code of Conduct, laws and regulations, and hospital policies and procedures.
• Must be free from governmental sanctions involving health care and/or financial practices.
• Other duties as assigned.
• This list is non-exhaustive.

JOB QUALIFICATIONS

• Education
  • High School diploma or GED required.
  • Technical certificate or two-year technical degree from an accredited institution, preferred.
    • Hands-on work experience can be substituted for a technical certificate or technical degree.
• Certifications
  • Hardware and software certification such as, A+ or be willing to achieve A+ certification in first 12 months of employment preferred.
  • See Cardiopulmonary Resuscitation Certification Policy and Certifications/Education Requirements Policy.
• Experience :
  • Experience with desktop operating systems including Windows 10 and Windows 11 required.
  • Experience supporting Virtual Desktop Infrastructure/VMware Horizon preferred.
  • Experience with Microsoft 365 applications and services preferred.
  • Familiarity with Entra ID and Intune for endpoint management a plus.