| Location | Billings, MT |
| Job Type | Part-time |
| Salary | $28.70–$35.66 Per Hour |
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
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.
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.
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.
Perform other duties as assigned in support of RiverStone Health’s mission and goals.
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.
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.
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.
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.
None
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.
Must create and maintain a safe and secure work environment by following applicable safety, health, and security procedures.
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.
Daily written and verbal communication with other technology teams.
Responsible for handling sensitive business and protected health information appropriately.
This position does not have direct budget or FTE responsibility.
Responsible for appropriate stewardship of assigned equipment and resources.