Position Summary: The Senior Service Desk Technician resolves internal and external user problems and ensures correct operation of personal computers. Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Maintains parts inventory and logs all service/repair activity. Develops and maintains automations and integrations that improve Service Desk and ITSM performance. Trains and continually supports the Service Desk Technicians. Minimum Qualifications: Required + Bachelor Degree in Information Technology (IT), Information Systems, Computer Science or related field.; equivalent combination of education and experience may be considered. + 3+ years of IT experience in a similar role, working with ITSM tools (i.e. Jira, ServiceNow, Freshworks) Preferred + ACP-420 Managing Jira Service Projects for Cloud Certification (or) Atlassian Cloud Organization Admin Certification + Microsoft 365 Associate Level Certifications + ITIL 4 Foundations Certification Essential Job Functions: In addition to the essential functions of the job listed below, employees must have on-time completion of all required education as assigned per DNV requirements, Bozeman Health policy, and other registry requirements. + Trains and continually supports Service Desk Technicians. + Updates or creates policy and procedures for IT Service Desk in conjunction with leadership + Maintains and develops process automation for the Service Desk (i.e Account creation automation) + Prepares and presents reports related to IS problems and Service Desk activity for management review and action. + Develop and maintain comprehensive technical documentation and standard operating procedures (SOPs) for the Service Desk team. + Administers IT Service Management Platform + Build and support integrations with ITSM and third-party applications. + Provides and develops training for end users in both hardware and application functionality. + As needed, works alongside Service Desk team members performing day-to-day Technician duties including but not limited to assisting users by answering questions and providing support in a timely manner focused on first contact resolution, providing problem resolution, assisting users with troubleshooting complex VDI environments both remotely and on-side, assisting and supporting users with basic Epic troubleshooting, and supporting patients accessing and troubleshooting online medical chart (MyChart). + Performs other related duties as assigned. Knowledge, Skills and Abilities + Demonstrates sound judgment, patience, and maintains a professional demeanor at all times + Exercises tact, discretion, sensitivity, and maintains confidentiality + Performs essential job functions successfully in a busy and stressful environment + Learns current and new computer applications and office equipment utilized at Bozeman Health + Strong interpersonal, verbal, and written communication skills + Analyzes, organizes, and prioritizes work while meeting multiple deadlines Schedule Requirements + This role requires regular and sustained attendance. + The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts. + On-call work may be required to respond promptly to organizational, patient, or employee needs. Physical Requirements Lifting (Rarely – 30 pounds): Exerting force occasionally and/or using a negligible amount of force to lift, carry, push, pull, or otherwise move objects or people.Sit (Continuously): Maintaining a sitting posture for extended periods may include adjusting body position to prevent discomfort or strain.Stand (Occasionally): Maintaining a standing posture for extended periods may include adjusting body position to prevent discomfort or strain.Walk (Occasionally): Walking and moving around within the work area requires good balance and coordination.Climb (Rarely): Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like using feet and legs; may also use hands and arms.Twist/Bend/Stoop/Kneel (Occasionally): Twisting, bending, stooping, and kneeling require flexibility and a wide range of motion in the spine and joints.Reach Above Shoulder Level (Occasionally): Lifting, carrying, pushing, or pulling objects as necessary above the shoulder, requiring strength and stability.Push/Pull (Occasionally): Using the upper extremities to press or exert force against something with steady force to thrust forward, downward, or outward.Fine-Finger Movements (Continuously): Picking, pinching, typing, or otherwise working primarily with fingers rather than using the whole hand as in handling.Vision (Continuously): Close visual acuity to prepare and analyze data and figures and to read computer screens, printed materials, and handwritten materials.Cognitive Skills (Continuously): Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.Exposures (Rarely): Bloodborne pathogens, such as blood, bodily fluids, or tissues. Radiation in settings where medical imaging procedures are performed. Various chemicals and medications are used in healthcare settings. Job tasks may involve handling cleaning products, disinfectants, and other substances. Infectious diseases due to contact with patients in areas that may have contagious illnesses. *Frequency Key: Continuously (100% - 67% of the time), Repeatedly (66% - 33% of the time), Occasionally (32% - 4% of the time), Rarely (3% - 1% of the time), Never (0%). The above statements are intended to describe the general nature and level of work being performed by people assigned to the job classification. They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by individuals so classified. 77211300 Information Technology