Information Technology (IT) Services and Support Specialist II

DaVita Kidney Care

1d • $57,784 - $76,000 • Hybrid

About The Position

At DaVita Clinical Research (DCR), we are seeking a highly motivated and service-oriented individual passionate about supporting organizational productivity and enhancing teammate experience through effective technology solutions. The IT Services Specialist will serve as a key contributor to both strategic and operational objectives by delivering exceptional technical support and maintaining reliable IT operations across the organization. This role requires a well-rounded IT professional with strong technical expertise, outstanding communication skills, and a customer-first mindset. The ideal candidate must be comfortable providing support both in person and remotely, including troubleshooting desktop environments, network printers, scanners, peripheral devices, connectivity issues, and Wi-Fi performance. This position is a hybrid position, requiring the teammate to be on-site 3 days per week at our office based in Edina, MN.

Requirements

• High School Diploma or equivalent is required.
• Associates Degree in IT Technology, Computer Science or related field is required.
• In lieu of Associates Degree, 3+ years of IT Industry experience to include help desk support or IT support is required
• Minimum of 2 years experience hands on experience in a desktop support or helpdesk environment is strongly preferred
• 1-2 years of Clinical Trial or healthcare experience is strong preferred.
• Experience providing technical support to remote and hybrid end users is required.
• Knowledge and understanding of IT industry best practices and effective trouble shooting methodologies is required.
• Ability to manage multiple projects, meet deadlines, and adjust priorities appropriately in an evolving work environment with shifting time frames; self-starter with high degree of initiative, urgency, and follow through is required.
• Demonstrated ability to work effectively and collaboratively with business, IT and clinical operations stakeholders is required.
• Experience in managing confidential information and/or issues using discretion and judgement.
• Experience with Microsoft 365 Desktop Application Support is strongly preferred.

Responsibilities

• Manage, track and troubleshoot the DCR IT Helpdesk queue to support DCR IT Teammates with issues concerning hardware and software systems (Desktop), peripherals (e.g. printers/scanners) and mobile communication devices (e.g. iPhones, iPads).
• Document details, troubleshooting, steps taken through resolution and root-cause analysis for DCR IT tickets and escalate appropriately where/when needed.
• Report on key helpdesk performance indicators and trends observed.
• Manage and execute activities to support successful teammate transitions within the onboarding and off-boarding processes in DCR (e.g. imaging/deploying new desktops and laptops, mobile devices, account creations, application access, etc.).
• Support departmental initiatives or projects such as office moves or additions, lifecycle refresh programs, new technology adoption, and IT best practice implementations.
• Remain knowledgeable with current and future technologies and provide strategic guidance with respect to changes to DCR’s existing product stack.
• Collaborate with and maintain highly productive, bi-directional relationships within DCR and DKC IT to resolve and find root cause of IT issues that impact DCR teammates.
• Manage and control DCR Hardware Inventory, network, telecom and supporting Processes including proactive maintenance/support of IT equipment both for individual teammate use and facility use.
• Other Duties as Assigned

Benefits

• Flexible weekly work schedule
• December Industry wellness break (Week between Christmas and New Year’s Day)
• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

What This Job Offers

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