Desktop Support Technician I

Lifespark Careers • St. Louis Park, MN

7d • Onsite

About The Position

The Desktop Support Technician I acts as the first line of support for all technology-related tickets raised by Lifespark. This role is part of a team with a standard Level 1 – Level 3 escalation structure. Team members receive trouble tickets via email, ticketing system, or telephone, and are responsible for creating tickets, resolving tickets, and/or coordinating escalation for resolution. This position requires the individual to be in the office to complete daily responsibilities. Lifespark is a complete senior health company headquartered in St. Louis Park, Minnesota. Since 2004, we’ve been helping seniors stay healthy, navigate their health care options with confidence, and live fuller, more independent lives as they age. That’s where our people come in – from accounting and health technology to front-line nurses, advanced practice professionals, caregivers and everything in between, we are all invested entrepreneurs focused on helping people age magnificently.

Requirements

• Associates degree in Computer Science or equivalent work experience
• 1-3 years of experience with helpdesk/desktop support in a professional environment (healthcare environment preferred)
• Ability to support a rotating 24x7 on-call shift
• Must be able to prioritize own work and manage time accordingly
• Advanced level knowledge of Windows 10 operating system and Microsoft Office 365
• Experience with installing and configuring software on windows-based computers
• Experience with computer hardware and components for desktops and laptops
• Experience configuring corporate email on person mobile devices
• Ability to support remote users via phone, remote access, VPN
• Experience supporting mobile devices (phones, tablets)
• Background in managing tickets through a ticketing system (FreshService preferred)
• Requires strong problem solving, time management, flexibility, and communication skills
• Must have the ability to multi-task, organize and document many tasks at one time
• Must have a strong background in Customer Service
• Experience supporting EMRs preferred
• Must have a data-capable smartphone for authenticators and business applications

Responsibilities

• Provide first level Deskside support by identifying, analyzing, and solving customer reported problems with systems/applications, over the phone, email, instant messaging, and in person
• Own the responsibility of tickets by ensuring statuses are kept current, documentation is clear, and issues are resolved. Tickets must be updated in real time as events and actions occur
• Determine when tickets need to be escalated to other levels or groups and escalate them accordingly
• Report progress to clients and notify them of resolutions
• Act as translator and liaison between users and internal IT
• Create tickets for all client interactions
• Create both internal and user-facing documentation
• Participate in a rotating on-call 24x7 shift
• Support walkup user inquiries and create tickets from these interactions
• Support and troubleshoot software applications
• Support and troubleshoot hardware (laptops, printers, phones, tablets)
• Manage work to meet business requirements and service level agreements of Lifespark
• Follow established protocols for HIPAA compliance and other security client records
• Professional demeanor: adhere to all performance standards in Lifespark Employee Handbook
• Additional responsibilities as assigned

Benefits

• Annual Reviews/Raises
• Paid Time Off – Vacation Time
• Mileage reimbursement
• Medical, Dental, Vision benefits for Full-Time Hires
• Short-Term Disability & Long-Term Disability Insurance
• Life Insurances
• 401k + Company Match for full-time and part-time employees
• Referral bonuses
• Career path to other positions within our growing company!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree