Black Hills Surgical Hospital, the #1 Hospital in the Nation for Major Orthopedic Surgery, is seeking an IT Support Specialist. If you excel in a service-orientated culture and seek opportunities to exceed expectations, we'd love to talk to you!

General Summary:
The IT Support Specialist provides a primary point of contact for end-users to receive support and maintenance within the organization’s computing environment.  This includes receiving, prioritizing, documenting, and actively resolving end- user help requests, as well as installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.  The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance and training where required.
This is a regularly scheduled full-time position. 

Job Standards:

  1. Education:  College diploma or university degree preferred and/or 2 years’ equivalent work experience
  2. Experience:  Experience with desktop operating systems.  Extensive application support experience with Microsoft Office Suite.  Working knowledge of a range of diagnostic utilities.  Hands-on hardware troubleshooting experience.  Working technical knowledge of current protocols, operating systems and standards.  Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.  Experience with building and maintaining databases for query and problem tracking.  Excellent technical knowledge of desktop hardware, internal components, and peripherals.
  3. Recommended: Health care and business administration experience is a plus.
  4. Special Skills:  Exceptional written and oral communication skills.  Exceptional interpersonal skills, with a focus on rapport building, listening, relationship-building and questioning skill.  Exceptional customer service orientation. Strong documentation skills.  Ability to conduct research into a wide range of computing issues as required.  Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
  5. Mental Abilities:  Ability to absorb and retain information quickly.  Proven analytical and problem-solving abilities, with keen attention to detail.  Able to develop and interpret technical documentation for training and end user procedures.
  6. Dexterity: Frequent repetitive motions of hands/wrists involved.
  7. Physical Abilities:  Walking, bending, reaching, kneeling, crawling involved.  Infrequent minimal lifting of 50 lbs. or less.  Position may involve some stress due to urgency of certain tasks.
  8. Working Conditions:  Will be working in a clean, well-lit area and with busy offices.
  9. Hazards and Risks:  Indirect patient contact with possible exposure to communicable diseases.  Exposure to computer screen.
Duties and Responsibilities:
  1. Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems in a courteous manner to build rapport and elicit problem details from help desk customers.
  2. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  3. Prioritize and schedule problems.  Escalate problems (when required) to the appropriately experience technician.
  4. Record, track, and document the help desk request problem-solving actions taken, through to final resolution.
  5. Test fixes to ensure problem has been adequately resolved.
  6. Perform post-resolution follow-ups to help requests.
  7. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  8. Apply diagnostic utilities to aid in troubleshooting.
  9. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
  10. Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
  11. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
  12. Collaborate with Network Administrator to ensure efficient operation of the company’s computing environment.
  13. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  14. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  15. Install anti-virus software.
  16. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by managers.
  17. Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
  18. Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
  19. Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
  20. Identify and learn appropriate software and hardware used and supported by the organization.
  21. Participate in the design, development, and delivery of software applications training programs.
  22. Develop help sheets and frequently asked questions lists for end users.
  23. Communicate application problems and issues to key stakeholders, including management, end users, and unit leaders.
  24. Coordinate with department heads to assess departmental application training needs and objectives.
  25. Complies with Federal and State laws and regulations, and BHSH’s compliance program, policies and procedures.
  26. Maintains professional image at all times.
  27. Maintains consistent attendance.
  28. Other duties as assigned. 

When you join the BHSH team, you'll enjoy:

  • Market-leading compensation
  • Exceptional benefits, including:
    • Profit-Sharing
    • 401K
    • Health/Vision/Dental insurance
    • HSA/FSA
    • Paid Birthday & Holidays
    • Rewards & experiences through our employee appreciation program
BHSH is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Department: IT
This is a non-management position
This is a full time position

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