Title: IT Support Desk Engineer II Location: DENVER, CO Job Type Full-time, Hybrid Job Description: Position Summary: This position provides a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment. This position is part of our managed services team and provides critical IT support for multiple Heartland customers. The ideal candidate will bring a good blend of technical and customer services skills to this fast-paced environment. Roles and Responsibilities/ Essential Functions: - Respond to auto generated ticket alerts both critical and non-critical. - Monitor and work tickets in ticket system for client submitted requests. - Acknowledge and respond to tickets based on Managed Services SLA. - Be part of a phone call queue for client call in requests. - Review monthly client reports and provide resolutions solutions based on generated reports. - Escalate tickets to internal departments and clients IT departments. - Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc. - Remote application and hardware support for switches, routers, firewalls, servers, and storage. - Monitor and analyze customer networks, systems, backups, and security appliances. - Work with customer’s primary field engineer to perform work on an as needed basis. - From time to time, project manage internal department initiatives. - Contribute and enhance internal department process/system documentation - Follow policies and procedures on a department and per client basis. - Conduct training of customers or colleagues in both formal and informal environments. - Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions. - Be part of an on call after hours/weekend on call rotation every 8-10 weeks(additional compensation). - Minimum of 75% utilization per fiscal year prorated based on start date. These requirements will be balanced against professional development and on the job training. Utilization metrics will be re-evaluated on an annual basis. - Perform other duties, as assigned Requirements Competencies: - Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others. - Adaptability – Ability to adapt to change in the workplace. - Assertiveness – Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea. - Conflict Resolution – Ability to deal with others in an antagonistic situation. - Decision Making – Ability to make critical decisions while following company procedures. - Delegating Responsibility – Ability to allocate authority and/or task responsibility to appropriate people. - Honesty / Integrity – Ability to be truthful and be credible in the workplace. - Innovative – ability to look beyond the standard solutions - Problem Solving – Ability to find a solution for or to deal proactively with work-related problems. - Relationship Building – Ability to effectively build relationships with customers and co-workers. - Resource Management – Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel. - Strategic Planning – ability to develop a vision for the future and create a culture in which the long-range goals can be achieved. - Time Management – Ability to utilize the available time to organize and complete work within given deadlines. Required Experience: - 3+ years’ experience working in an IT service role, systems administration, and network administration. Preferred Experience: - 5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment. - 4+ years’ experience working in a customer facing IT service role - Advanced knowledge of the following: Network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android). - Advanced knowledge of Microsoft Windows Desktop & Server Operating System. Required Skills, Education and/ or Certifications: - Associate degree in a technology-related field or a combination of education and relevant experience - Customer service-oriented skillset - Advanced knowledge of Microsoft Windows Operating System - Basic knowledge of network printing - Basic knowledge of Antivirus software packages - Basic knowledge of core server administration within Microsoft Windows Server - Basic knowledge of Mac OS - Basic knowledge of mobile operating systems: Apple iOS and Android Preferred Skills, Education and/ or Certifications: - Bachelor’s degree in a technology-related field. - Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT) - Advanced knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup The expected annual base salary for this position is $57,000 to $62,000. In addition to base compensation, this position includes a comprehensive benefits package. Current benefits include: - Health, dental, and vision insurance - Company-paid long-term disability insurance - Paid time off, including vacation, sick leave, and company-recognized holidays - 401(k) retirement plan with company contribution

Role Description Precisamos incorporar dos perfiles de Help Desk L1 para participar en un proyecto estable, proporcionando soporte remoto de primer nivel a usuarios. Las personas seleccionadas serán responsables de: - Atender llamadas. - Gestionar tickets de soporte. - Configurar equipos de forma remota mediante plataformas web. - Ofrecer asistencia utilizando herramientas como Microsoft Teams, Outlook y Excel. Buscamos personas con una clara orientación al usuario, capacidad para trabajar de forma organizada y un nivel muy alto de inglés, francés y alemán, ya que el soporte se prestará en estos idiomas. Se valorará especialmente que el nivel de los tres idiomas sea C1, debido al entorno internacional del proyecto. No es necesario aportar experiencia previa, por lo que la posición representa una excelente oportunidad para incorporarse a un proyecto estable y de larga duración. Qualifications - Nivel alto de inglés. - Nivel alto de francés. - Nivel alto de alemán. - Manejo básico de Microsoft Teams. - Manejo básico de Microsoft Outlook. - Manejo básico de Microsoft Excel. Requirements - Disponibilidad para trabajar en uno de los siguientes horarios: - Sábados y domingos de 09:00 a 18:00 horas, con una hora flexible de descanso (16 horas semanales). - Sábados y domingos de 17:00 a 23:00 horas (12 horas semanales). Benefits - Contrato indefinido con nosotros. - Proyectos estables. - Modalidad 100% remota. - Salario: - 16 horas semanales: 8.000 € brutos anuales (666,67 € brutos/mes en 12 pagas). - 12 horas semanales: 6.000 € brutos anuales (500 € brutos/mes en 12 pagas). - Desarrollo profesional. - Estabilidad laboral.

Role Description This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365. - All candidates are required to be shift flexible. Shift work is required including nights, weekends, and/or holidays. - Account specific training is conducted during day shift hours, regardless of assigned shift. - Respond to incoming service desk calls from healthcare customers regarding the clinical and technical aspects of various clinical applications such as Epic, Cerner, McKesson, and Meditech. - Incidents may include, but are not limited to workflow issues, devices, application errors, user access, and functionality. - Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner. - Responsible for driving resolution of incidents on a 24/7 desk. - Read text on computer screens for the duration of the shift. - Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks. - Ensure a quiet, private workspace with high speed, wired internet. - Travel up to 10% of the time, if required. - Lift up to 25 lbs. if needed for equipment setup. - Have a working cell phone for manager communication and Two-Factor Authentication. Qualifications - Minimum of 2 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 1 year of work experience and 1 year of technical education). - Minimum of 1 year of technical troubleshooting experience. - High school diploma or equivalent required. Requirements - Experience in a call center environment. - Demonstrate a service philosophy in all interactions with clinicians and colleagues. - Effective communication and interpersonal skills. - Proficient typing and English language skills (both verbally and in writing). - Strong listening capabilities to fully understand caller’s needs / requests. - Exceptional ability to work optimally in a fast-paced environment. Benefits - Starting pay range for this role is $37,944 – 62,000, depending on relevant experience, technical skills, and other qualifications. - Eligible for incentive compensation based on individual and/or company performance. - Eligible for company benefits including medical, dental, and vision insurance with an employer contribution. - Flexible spending or health savings account. - Life and AD&D insurance. - Short and long term disability coverage. - Paid time off. - Employee assistance program. - Participation in a 401k program with company match. - Additional voluntary or legally-required benefits.

Role Description The Clinical Service Desk Manager brings knowledge of clinical and technical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end users. The Clinical Service Desk Manager reports to the Clinical Service Desk Delivery Director. - Directs the efforts of others in the achievement of the strategic and operational objectives of the group. - Responsible for achieving target customer satisfaction levels within the Clinical Service Desk. - Resolves and directs application and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction. - Applies analytics to identify new or recurring operational, productivity, and/or customer satisfaction problems. - Collaborates with other service areas to propose tool, process, and service improvements. - Documents proposed changes for discussion with customer representatives as requested. - Develops plans and objectives and participates in cross-functional initiatives to improve operational performance for the Clinical Service Desk. - Collaborates with customers and internal teams to resolve application and customer satisfaction issues. - Recruits, develops, and evaluates personnel to ensure the efficient operation of the function. - Supervises, mentors, and coaches team members for the sake of development/planning, performance review, goal achievement, and pay discussions. - Resolves client escalations where appropriate. - Leads a team responsible for assisting users over the phone and electronically in solving problems related to EMR, hardware, software, networks, and peripherals. - Ensures representatives are properly trained when legacy products are upgraded, and new products are released. - Coordinates staffing to ensure sufficient coverage to meet Service Level Agreements. - Gathers and reports operational metrics and performance data for continued evaluation. - Promotes and refines standard operating procedures to be current with the needs of the Clinical Service Desk. - Ensures SLAs are being met on all accounts. Qualifications - Bachelor's Degree or work experience equivalent. - 3+ years minimum in a leadership role, ideally in helpdesk support. - 5+ years minimum in a call center environment. Requirements - Previous experience working in a clinical environment or on a service desk supporting healthcare customers. - Experience in EMR system integration with other clinical systems, ideally: Epic. - People management experience preferred. - Proven mentor and coach. - Demonstrated success managing priorities and meeting deadlines and achieving or surpassing goals in a fast-paced, dynamic environment. - Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with clinicians and colleagues. - Occasional travel required. - Cerner. - Proficiency in Microsoft Office, specifically: Word, Excel. Benefits - Starting pay range for this role is $55,836 – 96,938. - Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. - This position may also be eligible for incentive compensation based on individual and/or company performance. - This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution. - Flexible spending or health savings account. - Life and AD&D insurance. - Short and long term disability coverage. - Paid time off. - Employee assistance. - Participation in a 401k program with company match. - Additional voluntary or legally-required benefits.