End User Computing Specialist II

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Department

Job Summary

Under general supervision, provide advanced technical support, troubleshooting, and device management for end-user computing systems. This position requires expertise in supporting a variety of hardware, software, and network-related issues, as well as the ability to provide exceptional customer service to end-users. Serves as the primary liaison between hospital users and the IT department. Responds to users' needs via the Help Desk trouble ticket. The End User Computing Specialist II plays a key role in ensuring that all end-user devices and systems are operating efficiently, securely, and in compliance with organizational policies.

Essential Functions:

• End-User Support:
  Provide high-level technical support for end-users, including troubleshooting hardware, software, and network issues.
  Respond to service requests and manage incidents related to desktops, laptops, printers, peripherals, and mobile devices.
  Assist in the resolution of technical problems escalated from the Help Desk and provide guidance on complex issues.
  Support end-users in person, remotely, or through telephone and email communications.
  Respond accordingly to pages per IT Policies (7x24 On Call shift required as scheduled in rotation). (40%)
• Device Management & Configuration:
  Oversee the setup, configuration, and maintenance of desktop, laptop, and mobile devices.
  Install, configure, and maintain operating systems, software, and security patches.
  Ensure all devices are compliant with security standards and internal policies.
  Manage the lifecycle of user devices, from initial provisioning to decommissioning. (20%)
• System Administration & Security:
  Assist in the management of user accounts, permissions, and system access controls.
  Ensure systems are up-to-date with security patches and software updates.
  Support enterprise security measures, such as endpoint protection and encryption technologies. (15%)
• Collaboration:
  Work closely with other IT teams (networking, systems administration, and security) to ensure seamless integration and support for all end-user devices and services.
  Collaborate with business units to understand and address their computing needs and challenges.
  Contribute to IT projects that involve the rollout of new technologies or systems. (15%)
• Training & Documentation:
  Provide end-user training on best practices, software applications, and security guidelines.
  Create and maintain technical documentation, user guides, and FAQs to assist with troubleshooting and user self-service.
  Educate users on available technology resources and assist with the adoption of new systems or tools. (10%)

Education:

• High School Diploma or GED required.

Work Experience:

• Two years working in an area of end-user computing systems support, requiring knowledge in areas of both hardware and software required.

Licenses:

• COMPTIAA-CompTIA A+ - CompTIA - Computing Technology Industry Association, or MCP-Microsoft Certified Professional - Microsoft desired.

Knowledge, Skills and Abilities:

• Knowledge of networking essentials and TCP/IP, MS O365 Office Suite, Windows 11 operating system, MDM, MAM remote desktop solutions and virtual environments.
• Technical and troubleshooting skills. Good communication and customer service skills.
• Knowledge of Microsoft software products required
• Basic understanding of endpoint security solutions (antivirus, encryption, etc.).
• Familiarity with cloud-based collaboration platforms (Microsoft 365, Google Workspace, XenMobile, JAMF etc.).
• Knowledge of hardware components and their respective interface requirements.
• Ability to ensure all equipment is optimized for maximum performance.

Shift

Work Type

Salary

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, an HMO and The Denver Health Foundation.

As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community.

Applicants will be considered until the position is filled.