Desktop Support Analyst

Why should you consider a career with Colorado Access?

We are a Colorado-based company, working to improve the health of our state. We care for individuals, families, and children who receive health care under Child Health Plan Plus (CHP+) and Health First Colorado (Colorado's Medicaid Program). Our focus is driving improvements in quality, member experience, outcomes, and cost. We are a mission-driven organization whose foundation is built by our vision, supported by our values and pillared by diversity, equity and inclusion.

1. Find work/life balance:  We offer PTO, floating holidays, seven company paid holidays, work from home options (exceptions apply), an Employee Assistance Program and a 401K.
2. Be a part of something bigger and make an impact: We serve the underserved and most vulnerable populations in our community through access to quality and affordable health care. No matter what you do for Colorado Access, you are impacting our community and making a difference.
3. Sharpen your skills, learn, and grow: We support your continued development through tuition reimbursement, leadership training, promotion opportunities, performance evaluations, employee recognition, and a language pay stipend.

What you will do:

We are looking for a Desktop Support Analyst who can help shape our vision and support our mission. Here is what the position will look like.

• Diagnoses and resolves software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Assists users with any logged IT related incidents via phone, in person or remote sessions.
• Builds, configures, deploys, maintains, troubleshoots and supports computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines the source of problems and classifies their level, priority and nature.
• Installs and supports PC, laptop, tablet and mobile hardware and software.
• Creates alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
• Participates in hardware and software reviews and recommends purchases.
• Maintains inventory of installed software, manages software licensing and creates policies and procedures for upgrades.
• Works with hardware and software vendors to verify timely product delivery and ensures that new equipment is installed and ready to operate on schedule.
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, printers, and administrative systems.
• Documents procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Takes ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately records, updates and documents requests using the IT service management system.
• Creates, maintains and publishes relevant support documentation or knowledge articles in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Follows up with clients to ensure their systems are functional and tickets are resolved to their satisfaction.
• Provides on call after business hours support as part of a rotating schedule.

What you will bring:

Education: Bachelor’s degree in an IT field or an equivalent combination of education and experience.

Experience: Minimum of three years’ experience as a Desktop support professional or other related experience.  Healthcare IT with experience or knowledge of HIPAA preferred.

Knowledge, Skills, and Abilities: Demonstrates support for the company’s mission, vision and values with excellent verbal, written and interpersonal communication skills.  Excellent customer service skills with ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.  Knowledge of active directory and GPO (Group Policy Objects). Solid understanding of Microsoft Office 365. Familiar with Microsoft System Center Configuration Manager (SCCM). Experience in designing and deploying desktop and laptop endpoints. Knowledge of Windows 7 and Windows 10. Hands on experience in Desktop OS & applications. Excellent problem-solving and multitasking skills with ability to manage changing priorities. Microsoft certification preferred. ITIL Foundation certification preferred.  May be required to manage multiple priorities and projects with tight deadlines.

Licenses/Certifications:  One or more of the following certifications are preferred: A+ Certification, Microsoft Certified Solution Expert (MCSE), HDI Desktop Support Technician (HDI), Information Technology Infrastructure Library (ITIL).  A valid driver's license and proof of current auto insurance will be required for any position requiring driving.

Together we will be: an innovative and collaborative team who supports each other, the employees and vision of the company to reach our goals individually, together and as an organization.

Pay, Perks and Benefits at Colorado Access:

The compensation for this position is $63,000.00 - $75,600.00 annually. The pay rate/salary is commensurate with experience. 

In addition to being part of a mission driven organization serving our community, as an eligible Colorado Access employee, you’ll receive a generous benefits package, that includes:

• Medical, dental, vision insurance that starts the first day of the month following start date. 
• Supplemental insurance such as critical illness and accidental injury. 
• Health care and dependent care flexible spending account options.
• Employer-paid basic life insurance and AD&D (employee, spouse and dependent). 
• Short-term and long-term disability coverage.
• Voluntary life insurance (employee, spouse, dependent).
• Paid time off
• Retirement plan
• Tuition reimbursement (based on eligibility). 
• Annual bonus program (based on eligibility, requirements and performance).

Where you will work:

This position will be a hybrid model work environment, a blend of ‘In-Office’ and ‘Remote.’ 

We are not able to support out of state employees at this time as we continue to serve our members and community in the metro Denver area and across the beautiful state of Colorado.