IT Network and End User Support Engineer - Riverton, Wyoming

The IT Network & End User Support Engineer provides intermediate-level technical support to maintain secure, reliable network, telecommunications, and end-user technology services across the organization's clinical, administrative, and regional locations. This position installs, configures, maintains, and troubleshoots network infrastructure, telecommunications systems, computers, peripherals, and related technologies that support patient care and business operations.

The role combines network infrastructure and end-user support responsibilities, independently resolving moderately complex technical issues within established standards and coordinating with specialized teams or vendors as needed. This position manages assigned incidents and service requests through resolution, supports technology projects and implementations, and maintains accurate technical documentation while providing responsive, customer-focused service. Essential Job Functions

• Provide intermediate-level support for assigned network connectivity, network hardware, end-user devices, peripherals, operating systems, and standard enterprise applications across clinical, administrative, and regional locations.
• Install, configure, test, deploy, maintain, and replace network and end-user technology in accordance with established technical, security, and documentation standards.
• Troubleshoot and resolve hardware, software, authentication, connectivity, and performance issues; identify recurring problems and coordinate corrective action with technical teams and vendors when needed.
• Use the Service Management Platform to manage assigned incidents and service requests through resolution or coordinated escalation, maintaining accurate service records, and timely customer communication.
• Provide customer support in person and remote channels, communicating technical information in clear, customer-focused language.
• Monitor assigned technologies and respond to alerts, outages, service degradation, and recurring issues; assess operational impact, escalate appropriately, and collaborate with other technical teams through resolution.
• Support technology implementations, equipment refreshes, migrations, site openings, relocations, and upgrades, including readiness assessments, testing, validation, and post-implementation support.
• Conduct site assessments, validate connectivity and device readiness, and coordinate technical work with facilities, vendors, project teams, and operational leaders.
• Support network closets, cabling coordination, switches, wireless access components, and related infrastructure within the role’s training, access, and assigned responsibility.
• Maintain accurate inventories, configurations, diagrams, knowledge articles, procedures, troubleshooting guides, and other technical documentation.
• Apply established security, confidentiality, access control, change management, and asset management requirements when performing technical work.
• Perform assigned technology downtime and recovery tasks, including equipment or connectivity validation and service restoration.
• 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.