Technician II, Desktop Support (IT)

DaVita • Denver, CO

75d • $20 - $30

About The Position

A Technician II is responsible for resolving escalated issues from first level analysts. This position must have customer service skills with the ability to communicate face to face as well as via telephone to troubleshoot desktop applications and programs, and escalates difficult issues to minimize computer downtime as necessary.

Requirements

• H.S. Diploma or GED equivalent
• Strong hands-on technical skill with personal computers, laptops and peripherals
• Excellent written, organizational, communication and customer service skills
• Ability to research and resolve issues escalated due to complexity and/or time restrictions
• Must work well in a multi-task environment
• Must be a self-starter, with the ability to establish priorities
• Must have strong interpersonal skills for dealing with customers on a one on one basis
• Must possess strong troubleshooting and analytical skills to work through issues
• Strong skills in supporting current iterations of Windows and Apple operating systems, MS Office, Local Area Networks, Wireless network configuration and connectivity, remote support software, printers and other peripherals

Responsibilities

• Act as initial escalation path for 1st level analyst issues that require advanced troubleshooting or work beyond established time frames
• Troubleshoot and resolve desktop, software, peripheral and clinical application issues
• Troubleshoot and resolve mobile computing and communications device issues (such as iPhones, Blackberry's, iPads)
• Accurately and thoroughly record information into ticket tracking software
• Escalate problems as needed to other 3rd level support groups within predetermined time limit
• Work closely with other 2nd or 3rd level support groups to assist in research, testing, technical documentation and resolving issues and efforts affecting multiple end users
• Update tickets, provide status updates and follow up resolutions to customers
• Identify and create documents for knowledgebase
• Well rounded technician - Enhanced technical skills, communication, documentation clearly and efficient
• Point person for the rest of the team
• Project related - coordination and implementing with limited delegation duties

Benefits

• 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

• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees