Desktop Support Specialist - Mac/Apple Environment

About the Role

National Jewish Health is seeking a skilled and service-oriented Desktop Support Specialist to support endpoint technology across clinical, research, and administrative environments, with a strong emphasis on Mac and Apple device support. This role is essential to ensuring reliable, secure, and high-performing technology that enables exceptional patient care and operational excellence.

National Jewish Health is the nation’s leading respiratory hospital, recognized for excellence in patient care, research, and education. This role directly supports the technology that powers clinical innovation and discovery, ensuring providers and researchers have the tools they need to deliver life-changing outcomes for patients with complex diseases.

Responsibilities

• Installs, configures, and supports Mac and Apple devices as well as Windows systems, including peripherals and audiovisual equipment.
• Troubleshoots and resolves complex Mac OS and endpoint issues while ensuring seamless connectivity across network, applications, and clinical systems.
• Provides hands-on customer support and training, delivering timely resolution of service requests through the enterprise ticketing system.
• Collaborates with internal teams and vendors to maintain system performance, support projects, and uphold security and compliance standards.
• Performs the installation, configuration, testing, troubleshooting, and repair of endpoint devices.
• Ensures the ongoing usability of client computers, peripheral equipment, audio/visual systems, and software within established Information Systems standards and guidelines (e.g., desktops, laptops, Macs, thin clients, printers, copiers, fax machines).
• Trains and orients customers/users on the use of hardware and software.
• Ensures that client computers connect seamlessly with file servers, storage systems (SAN), email servers, antivirus servers, networked printers, VPN, virtual computing technologies, computer conferencing systems, application servers (EMR, etc.), and administrative systems.
• Delivers consistent, reliable service and ensures customers’ needs are met for every request/incident processed.
• Works with support vendors as necessary to resolve technical issues and coordinates assigned project tasks with vendors, suppliers, and contractors to ensure timely and appropriate project completion.
• Actively uses the Enterprise Service Management system to receive technical-related issues and documents the process of response/resolution to meet service-level commitments (SLC). This includes thoroughly documenting all information related to the request, error messages, troubleshooting performed, and any other pertinent details.
• Collaborates with and provides knowledge transfer to other Information Systems personnel, including creating and adding documents to the team’s SharePoint site.
• Implements and enforces policies and procedures to manage client access methods based on Information Systems security standards.
• Adheres to Information Systems Change Control Policy and documents any alterations to configurations relating to client computing devices and systems.
• Covers team on-call responsibilities every 8-10 weeks.
• Serves as a backup to the Service Desk as needed.

Requirements

• High school diploma or equivalency required. Bachelor’s degree in Computer Science, Business Information Systems, or a related field preferred.
• A minimum of 3 years of recent and related experience.
• Experience with Windows and Mac OSX operating systems, TCP/IP, CIFS and ICMP network protocols, DNS, WINS, DHCP, GPO, Windows domain network operations, antivirus, anti-spyware, and general OS security.
• A+, Network+, Microsoft Certifications, and ITIL V3 Foundations Certification preferred.

Competencies

• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; demonstrates a commitment to organizational success and inspires others to commit to goals.
• Building Strategic Relationships: Identifies opportunities and takes action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals.
• Building Trust: Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across departments to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.
• Managing Conflict: Deals effectively with others in antagonistic situations; uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people. Addresses conflicts by focusing on the issues at hand to develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by providing impartial mediation when needed.

Additional Information

• No supervisory or managerial responsibility.
• Frequent travel to other Denver Metro area locations; minimal travel to out-of-state locations.
• Must be available to work as scheduled and report to work on time.
• Must comply with all departmental and institutional policies, the Employee Handbook, Code of Conduct, and complete annual NetLearning requirements by the due date.
• Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adheres to safe working practices and follows all institutional and departmental safety policies and procedures, including wearing appropriate PPE as outlined by infection control policies.
• Demonstrates compliance with all state, federal, and regulatory agency requirements.

Pay

$67,454.40 - $89,208.44

Benefits

• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office, and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available.
• Paid Time Off: Generous PTO accruals for vacation and sick days, plus six paid holidays, compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity, and Legal Plan.
• Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.