Technical Consultant II

RiverStone Health serves the Yellowstone County community and south-central Montana, providing personal and public health services for over 50 years. Our expertise spans health, education, leadership, and protection (HELP) across all ages and stages of life, with a focus on access, affordability, compassion, and quality.

About the role

The Technical Consultant II provides advanced technical support, business analysis, and technology enablement for assigned departments or service lines. This role serves as a primary liaison between business partners and technical teams, assessing moderately complex needs, clarifying requirements, coordinating issue resolution, and supporting technology solution implementation and adoption. The position operates with greater independence than the Technical Consultant I and may provide guidance or escalation support to other technical staff.

Responsibilities

• Advanced Technology Integration (~35%)
  • Evaluate new and emerging technologies for business fit.
  • Lead or coordinate small to moderately complex technology implementations, enhancements, or department-specific optimizations.
  • Participate in solution evaluation, vendor discussions, product demonstrations, and fit-gap conversations.
  • Identify areas where technology can enhance business processes or solve recurring issues.
  • Coordinate testing activities, including test scenario development, issue tracking, validation, and readiness feedback.
  • Support change readiness by identifying training, communication, and adoption risks before go-live.
  • Partner with technical teams to align solutions with organizational standards, security, and governance.
  • Track implementation issues, decisions, risks, and follow-up items.
  • Evaluate whether implemented solutions achieved intended outcomes and recommend next steps.
  • Contribute to team discussions on process improvements and standardization.
• Complex Business Analysis (~35%)
  • Serve as the primary technology liaison for assigned departments or service lines.
  • Lead discovery conversations to clarify business needs, define problems, and separate technology issues from operational preferences.
  • Develop clear business and technical requirement summaries for system changes, reports, integrations, or enhancements.
  • Help departments evaluate whether requests should be handled as support, training, optimization, configuration, or formal projects.
  • Translate department needs into structured intake documentation, including purpose, outcomes, affected users, risks, and success criteria.
  • Facilitate discussions between business and technical teams for unclear or competing requirements.
  • Support prioritization by helping leaders understand technical complexity, resource needs, and tradeoffs.
  • Translate business requirements into actionable technical specifications.
  • Provide end-user instruction and training on Microsoft 365, security best practices, HIPAA compliance, and approved systems.
• Technical Support & Issue Resolution (~25%)
  • Deliver frontline technical support for tier 1 and tier 2 issues across hardware, software, and networks.
  • Serve as an escalation resource for complex tier 2 issues requiring cross-system troubleshooting.
  • Lead resolution efforts from discovery to closure, communicating with users, leadership, and technical teams.
  • Identify patterns in support requests and recommend preventive actions, documentation updates, or training.
  • Review and improve knowledge base content, support procedures, and troubleshooting guides.
  • Utilize ticketing systems, remote diagnostic tools, and monitoring platforms for efficient support.
  • Participate in an on-call rotation shared across the technical team.
  • Provide informal coaching to Technical Consultant I staff on troubleshooting and communication.
• Other Duties (≥5%)
  • Perform additional duties as assigned to support RiverStone Health’s mission.

Requirements

• Associate or bachelor’s degree in information technology, computer information systems, business technology, or related field; equivalent experience may be considered.
• Five years of professional experience in technical support, systems support, or a related IT role.
• Extensive experience supporting end users, managing system changes, creating technical documentation, and working across teams.
• Advanced proficiency in working independently and communicating with technical and non-technical stakeholders.
• Valid Montana driver’s license (travel between sites may be required).
• Required to complete emergency preparedness training (ICS 100, 200, and 700).

Preferred Qualifications

• Experience with Microsoft 365, Windows environments, or user account administration.
• Experience in healthcare, public health, or regulated environments.
• Exposure to workflow documentation, process observation, or requirements gathering.
• Experience with process improvement or solution implementation.

Skills

• Working knowledge of desktop hardware, peripherals, Windows OS, and Microsoft 365 tools.
• Ability to learn department workflows and how technology supports service line needs.
• Strong customer service, troubleshooting, and documentation skills.
• Ability to observe workflows, identify breakdowns, and describe problems clearly.
• Ability to prioritize multiple requests, manage time, and follow through on tasks.
• Knowledge of HIPAA privacy, security, confidentiality, and best practices.
• Ability to follow technical standards, escalation procedures, and change management practices.

Customer Service Excellence

• Doing things right the first time.
• Making people feel welcome and showing respect.
• Anticipating customer needs and concerns.
• Keeping customers informed and going the extra mile.
• Responding quickly and protecting privacy.
• Demonstrating proper telephone etiquette and professionalism.
• Taking responsibility for handling complaints and attitude.

Pay

$34.52 to $44.70 hourly, depending on years of transferrable experience and internal equity.

Schedule

Full-time, non-exempt. Monday–Friday, 8:00 AM to 5:00 PM.