Depending on experience and education, candidates may qualify for Level I - III End User Support Specialist

The IT End User Support Specialist provides technical support for Billings Clinic’s computing environment, maintaining over 10,000 devices, networking hardware, and servers. This role troubleshoots and resolves hardware and software issues through various support channels while managing service requests related to outages, system failures, and network disruptions. Using a Service Management Platform, the specialist documents and completes assigned tasks, collaborates on enterprise projects, and supports IT planning, configuration, and troubleshooting with a focus on helpdesk support and PC analytics.

Essential Job Functions

• Provide technical support for Billings Clinic’s computing environment, troubleshooting and resolving hardware, software, and network issues across multiple platforms.
• Maintain and support networking hardware, servers, and end-user devices to ensure optimal system functionality and security.
• Utilize a Service Management Platform to efficiently track, document, and complete assigned service requests and incidents.
• Assist users in person, by phone, email, self-service portal, and remote tools, ensuring timely resolution of IT-related issues.
• Analyze customer needs, assess current processes, and recommend solutions to improve IT services and support.
• Participate in enterprise IT projects, contributing to system enhancements, implementations, and technical improvements.
• Provide on-call support as assigned, responding to after-hours incidents and ensuring business continuity.
• Maintain required documentation, including system configurations, troubleshooting steps, and procedural guidelines.
• Collaborate with internal teams and vendors to evaluate, implement, and support new technologies and system upgrades.
• Adhere to Billings Clinic policies, industry regulations, and best practices, ensuring compliance with security and confidentiality standards.
• Engage in continuous learning and professional development to stay current with evolving technology trends and best practices.
• Assist with business recovery planning and ensure system reliability to minimize operational disruptions.
• Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.
• Performs all other duties as assigned or as needed to meet the needs of the department/organization.