Billings Clinic · 7 hours ago
Technical Support Representative
Billings, MT, US
Full-time
Onsite
Entry Level
1+ years expBillings Clinic is a community-owned health system based in Billings, Montana, known for its exceptional quality of care. They are seeking a Technical Support Representative to deliver exceptional service and technical support across a range of IT devices and applications, ensuring technology empowers caregivers and staff.
Health CareHospitalMedicalNon Profit
Responsibilities
Provide timely, accurate support to end users via phone, email, and in person
Deliver exceptional customer service with kindness, empathy, and follow-through
Escalate issues appropriately while maintaining service level agreements (SLAs)
Serve IT users with professionalism, tact, and excellent communication
Support and maintain IT devices including computers, laptops, tablets, printers, scanners, video tech and peripherals
Perform installations, upgrades, routine maintenance, break/fix support, and equipment deployment
Gather technical details for escalation or cross-team support
Document troubleshooting steps, build sheets, and procedures accurately
Ensure secure configuration and maintenance of computers and software roles
Work within Active Directory, imaging tools, remote access platforms, fleet control software, Outlook, core software systems, and printing environments
Support safe data handling while following IT security protocols and best practices
Help monitor and identify potential system vulnerabilities or exploits
Assist with workflows, documentation, quality testing, and training
Participate in planning, design, build, training, and go-live activities for system initiatives
Work independently and collaboratively, taking ownership from start to finish
Stay current on IT technologies and cybersecurity practices, bringing forward new ideas
Exhibits high quality customer service skills while serving IT customers, including appropriate communication, consistent follow-through and timely escalation of issues as needed
Exhibits fundamental IT knowledge and skills to include but may not be limited to; process improvement analytical skills, change control, production change management, compliance and creation of design specifications and/or documentation
Exhibits exemplary written and verbal communication skills
Effectively communicates to implement, problem solve and improve services to end-users while maintaining SLAs
Assists in project transition from the systems team to other IT and Logan Health facilities as applicable
Assists in the development of procedures, workflow, troubleshooting, build sheets, and testing
Executes testing in an integrated environment while incorporating quality management concepts
Works independently yet maintains department and team goals
Understands key objectives and proactively peruses
Identifies problems, probable causes, impact on operations, and reports appropriately
Performs tasks as assigned, applies appropriate critical decision-making and prioritization
Self-manages, assuming full ownership of all outcomes start to finish, independently and/or collaboratively brings problems to a complete resolution
Performs technical operational tasks to include but may not be limited to; computer/software deployment, end user assistance, troubleshooting, and gathering of technical information for other IT service lines
Exhibits strict adherence to established process and procedures
Strives to keep all documentation updated and orderly
Maintains operational checks and logging while coordinating other duties of support queue monitoring and task and/or project assignments
Maintains security integrity by accurately configuring and maintaining; computers, printers, peripheral devices, and roles for hardware/software
Exhibits understanding of computer environment such as imaging solutions, application installs, fleet control software, applications/computer interaction, core software systems, MS Active Directory concepts, Outlook, remote access, and printing
Provides support, issues tracking and resolution by monitoring support ticket system and adhering to SLAs
Coordinates with IT department and provides Tier 1 support phone and ticket coverage for the Technical Support team
Appropriately monitors, prioritizes, escalates the ticket queue and updates tickets with vendors and/or IT department
Exhibits project and implementation skills
Understands and participates in planning, design, build, testing, training, and cutover and go-live activities
Exhibits knowledge of work plans and manages tasks and timelines
Provides concise updates and escalations
Acts as liaison between end users and vendor monitoring tasks for expedient resolution
Monitors system functionality and resolves and/or reports problems as well as enhances functionality through process and reports
Pursues opportunities for self-development
Stays current with industry trends and informed of current technology
Researches and provides solutions consistent with enterprise design
Maintains IT security objectives and assists in identifying potential exploits
Researches and stays current on industry security practices, trends, and events
Qualification
Required
Minimum of one (1) year experience or practical hands-on background with personal computers and common software applications
Strong understanding of personal computers, Windows environment, and software such as Microsoft Office
Demonstrated high-quality customer service skills
Excellent written and verbal communication; ability to interact with diverse users with empathy and professionalism
Highly organized, detail-oriented self-starter with strong prioritization skills
Critical thinker with problem-solving ability and commitment to confidentiality
Ability to work independently and collaboratively in a fast-paced environment
Preferred
Associate's Degree in Computer Science or related field
Relevant industry certifications (A+, Net+, MCP or equivalent)
Experience supporting enterprise-level systems or healthcare environments
Demonstrated experience with ticketing systems and SLA-driven support environments
Benefits
Medical
Dental
Vision
403(b) Retirement Plan with employer matching
Defined Contribution Pension Plan
Paid Time Off
Employee wellness program
Company
Billings Clinic
Billings Clinic is a health care center that offers primary health care services.
1001-5000 employees
H1B Sponsorship
Billings Clinic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (14)
2023 (11)
2022 (5)
2021 (9)
2020 (9)
Funding
Current Stage
Late StageLeadership Team
Eric Connell
CEO North Big Horn Hospital District
Kody Brinton
Chief Executive Officer
Recent News
2024-04-24
2024-04-24
Company data provided by crunchbase