End User Computing Specialist III

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Department

Job Summary

Under general supervision, provides implementation and break/fix support of the organization's end user computing environment. Provides support to end users on a variety of technical or training issues, with a focus on customer service and improving the customer experience. The End User Computing Specialist III is a senior-level role responsible for providing advanced technical support, managing end-user computing systems, and ensuring the smooth operation of devices, applications, and services that support the workforce. This position plays a critical role in enhancing user productivity by resolving complex technical issues, deploying new technologies, and supporting the day-to-day operations of IT services for end users.

As a subject matter expert, the End User Computing Specialist III will collaborate with various departments, mentor junior staff, and drive continuous improvements in the end-user computing environment. This position requires technical expertise, strong problem-solving skills, and the ability to deliver superior customer service.

Essential Functions:

• Technical Support & Troubleshooting:
  Provide expert-level troubleshooting for desktop, laptop, mobile devices, peripherals, operating systems, and business applications.
  Identify and resolve complex technical issues related to user hardware, software, and network connectivity.
  Serve as the escalation point for more complex user issues that cannot be resolved at lower levels of support. (30%)
• Deployment & System Configuration:
  Deployment of new hardware and software systems for end users, including imaging and setup.
  Assist with the rollout of operating system upgrades, patches, and software updates to ensure compliance with company standards. (20%)
• End User Devices & Systems Management:
  Manage, configure, and support a variety of end-user devices, including desktops, laptops, tablets, and mobile devices.
  Assist with the installation, configuration, and maintenance of operating systems (Windows, macOS, and mobile platforms).
  Maintain inventory records of all end-user computing devices, ensuring proper allocation, security, and lifecycle management. (15%)
• Security & Compliance:
  Ensure that end-user computing systems adhere to internal security policies and industry regulations.
  Monitor for security threats and vulnerabilities related to user devices and applications.
  Assist in the development and enforcement of security policies and procedures for end-user devices. (10%)
• Collaboration & Process Improvement:
  Work closely with cross-functional teams, including IT support, network administrators, and security specialists, to resolve system-wide issues.
  Participate in the evaluation and implementation of new technologies, tools, and solutions aimed at improving the end-user computing environment.
  Proactively identify opportunities for improving system performance, reliability, and user experience. (10%)
• Responsible for reviewing, managing, and prioritizing assigned ticket queues; Incident Reports, Service Requests, Tasks, and Change Requests, in the Help Desk ticketing system. This includes timely and documented communications with customers, and action updates via Journal Notes. Responds to pages according to department's established performance standards, which include a 7X24 on-call rotation, to resolve customer inquiries or problems related to fault detection and isolation. (10%)
• Project Management:
  Lead or participate in end-user computing-related projects, such as software deployments, hardware upgrades, or system migrations.
  Track project progress, manage timelines, and ensure that deliverables are met. (5%)

Education:

• High School Diploma or GED required.

Work Experience:

• A minimum of 5 years of experience working in an area of end-user computing or IT support required.
• 4-6 years experience with Microsoft software products required.
• 4-6 years experience in deploying and managing devices across a large organization preferred.

Licenses:

• MCP-Microsoft Certified Professional - Microsoft required.

Knowledge, Skills and Abilities:

• Knowledge of Microsoft software products required.
• Knowledge of operating systems (Windows, macOS, and mobile platforms).
• Strong understanding of networking concepts, protocols, and troubleshooting
• Knowledge of end-user computing components and their respective interface requirements.
• Knowledge in managing end-user devices, including desktops, laptops, and mobile devices.
• Experience with endpoint security tools, software deployment tools, and IT management solutions.
• Strong problem-solving and critical-thinking skills.
• Customer service-oriented, with a passion for delivering high-quality user experiences.
• Ability to serve as a team lead on critical projects providing direction and support to other project team members.
• Ability to ensure all equipment is optimized for maximum performance.
• Ability to translate technical jargon to a non-technical audience.
• Windows 11 and O365 required.

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.