Technical Consultant I

Working title: Technical Consultant I

Classification: IT Consultant I

Division: Administration

Program: Integration and Risk

Reports to: Sr. Director of Applications & Data

FLSA status: Non-Exempt: Full-Time

Schedule: Monday-Friday; 8am to 5pm

Wage Range: $28.70 to $35.66 hourly; depending on number of years of transferrable experience and internal equity

RiverStone Health Overview:

Serving the Yellowstone County community and south-central Montana for over 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life.

Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.

Job Summary:

The Technical Consultant I (TC I) plays a pivotal role by providing technical support, ensuring timely resolution of hardware, software, and network issues. In addition, this individual partners closely with designated business units to gather and analyze technical needs, translating business requirements into actionable insights. They proactively identify areas where technology can improve processes, and work with technical teams to support the successful implementation and adoption of new solutions. With strong communication skills, they act as a liaison between business partners and technical teams, ensuring alignment between technology initiatives and business objectives.

The TC I also performs foundational business analysis, observing department workflows, documenting technology gaps, and escalating recurring problems as defined, solvable issues rather than informal complaints. The TC I operates under I&R governance, coordinates with department leadership, and is the entry point of the Technical Consultant career path.

Essential Functions/Major Duties and Responsibilities:

A. Technical Support & Issue Resolution ~35%

• Deliver frontline technical support, addressing tier 1 and tier 2 issues across hardware, software, and network environments.

• Triage, troubleshoot and resolve technical problems independently and escalate more complex issues as needed while maintaining full ownership from notification through resolution.

• Document solutions, contribute to the knowledge base, and continually recommend process improvements for better efficiency.

• Utilize tools such as ticketing systems, remote diagnostic software, and monitoring platforms to deliver efficient support.

• Collaborate with end users to understand and resolve their technical issues, providing clear communication and excellent customer service.

• Participate in an on-call rotation shared across the technical team.

• Assist with implementation, testing, and ongoing maintenance of payroll and benefits system upgrades and enhancements.

B. Business Analysis ~30%

• Develop working knowledge of assigned department operations, service line needs, and how technology supports their workflows.

• Conduct regular meetings with department stakeholders to gather and document business requirements, technical needs, and key challenges.

• Analyze existing workflows and processes to identify gaps, inefficiencies, or opportunities for improvement.

• Recommend technology solutions and process changes that align with business objectives.

• Work closely with technical teams to translate business requirements into actionable technical specifications.

• Maintain standard operating procedures, checklists, and support documentation; assist in gathering and documenting basic requirements when department stakeholders identify a technology need.

• Provide end-user instruction and basic training on Microsoft 365 tools, security best practices, HIPAA-compliant use of technology, and approved systems.

C. Technology Integration ~30%

• Evaluate new and emerging technologies to determine their fit for business needs

• Identify areas where technology can enhance business processes or solve recurring issues

• Act as a liaison between business units and technical teams, ensuring solutions align with operational goals.

• Provide input during the testing and deployment phases, ensuring effective implementation and end-user satisfaction.

• Collaborate with technology teams and business partners to support the rollout and integration of new technology solutions.

• Ensure smooth adoption of technology, offering guidance and feedback during implementation phases.

• Participate in ongoing learning and contribute to team discussions on process improvements and standardization opportunities

• Follow RiverStone Health technical standards, security requirements, and documented best practices as defined by I&R governance.

Non-Essential Functions/Other duties as assigned ≥5%

• Perform other duties as assigned in support of RiverStone Health’s mission and goals.

Education and Experience:

Minimum Qualifications

• Three years of hands-on experience in a technical support, help desk, desktop support, or related role, with demonstrated troubleshooting ability beyond routine fixes; education alone does not substitute for hands-on experience.

• Demonstrated ability to communicate clearly and provide courteous customer support.

• Any combination of experience and training which provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work.

Preferred Qualifications:

• Experience with Microsoft 365, Windows environments, or user account administration.

• Experience in healthcare, public health, or regulated environments.

• Exposure to basic workflow documentation, process observation, or requirements gathering preferred.

• Experience with process improvement and/or solution implementation.

Required Certificates, Licenses, Registrations:

• Valid Montana driver license (travel between RSH sites may be required).

• Required to obtain emergency preparedness on the job training at a minimum of ICS 100, 200, and 700.

Knowledge, Skills, and Abilities:

• Working knowledge of common desktop hardware, peripherals, Windows operating systems, and Microsoft 365 productivity tools.

• Ability to learn department operations, workflows, and how technology supports service line needs.

• Strong customer service skills, sound troubleshooting methodology, and good documentation habits; works effectively with users of varying technical ability.

• Ability to observe a workflow, identify where it breaks down, and describe the problem clearly in writing.

• Ability to prioritize multiple requests, manage time, and follow through on routine tasks.

• Knowledge of HIPAA privacy, security, confidentiality requirements, and best practices

• Ability to follow technical standards, escalation procedures, and change management practices set by I&R governance.

Customer Service Excellence:

• Doing things right the first time

• Making people feel welcome

• Showing respect for each customer

• Anticipating customer needs and concerns

• Keeping customers informed

• Helping and going the extra mile

• Responding quickly

• Protecting privacy and confidentiality

• Demonstrating proper telephone etiquette

• Taking responsibility for handling complaints

• Being professional

• Taking ownership of your attitude toward Service Excellence.

Supervision:

• None

Physical Demands and Working Conditions:

• Work is primarily performed in an office or healthcare environment.

• Requires frequent use of a computer for a substantial portion of the shift.

• May require lifting, moving, or installing endpoints and peripherals within safe limits.

• Travel between RiverStone Health locations may be required.

• Ability to travel and use own personal vehicle. Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, other vehicles, etc. Travel occurs in all weather conditions, including extreme heat and cold

• Must create and maintain a safe and secure work environment by following applicable safety, health, and security procedures.

Freedom to Act & Decision Making:

• Works under general supervision with clear guidance available for higher-risk or more complex issues.

• Uses judgment to resolve routine technical problems and determines when escalation is needed.

• May implement approved standard solutions and routine changes within established procedures.

• Initiates and facilitates regular meetings with department stakeholders.

Communications & Networking:

• Daily written and verbal communication with other technology teams.

• Responsible for handling sensitive business and protected health information appropriately.

Budget & Resource Management:

• This position does not have direct budget or FTE responsibility.

• Responsible for appropriate stewardship of assigned equipment and resources.