IT End User Support Specialist

About Us

Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital. Learn more about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality.

We provide a comprehensive and competitive benefits package to all full- and part-time employees (minimum of 20 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more.  for more information or download the Employee Benefits Guide.

Billings Clinic is proud to be recognized for nursing excellence as a Magnet®-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years.  to learn more!

All new employees must complete several pre-employment requirements prior to starting.  to learn more!

Shift: Day, Evenings, Nights, Weekends

Employment Status:
Full-Time (.75 or greater)

Hours per Pay Period: 1.00 = 80 hours every two weeks (Exempt)

Starting Wage DOE: $25.12 - $31.40

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.

• 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.

• Associates Degree in Computer Science or relevant certifications (A+, Net+, Security+, Google Certification), preferred

• 1-2 years of experience required

• Current Montana drivers license and the ability to be insured to operate Billings Clinic vehicles at hire
  
  Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered. Employees that require a licensed or certification must be properly licensed/certified and the licensure/certification must be in good standing.

Billings Clinic is Montana's largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an…