Desktop Support Technician I

Desktop Support Technician IPrimary job responsibilities are to act as first line of support for all technology related tickets raised by Lifespark. Desktop Support Technician I will work on a team of technicians with a standard Level 1 – Level 3 escalation structure. Team members receive trouble tickets via email, ticketing system, or telephone, and are responsive and effective in creating tickets, resolving tickets, and/or coordinating escalation for resolution. This position requires the individual to be in the office to complete daily responsibilities.Position: Desktop Support TechnicianSalary: $46,000 - $54,000 annually, depending on experienceService Area: Lifespark's Corporate Office, St. Louis Park 55416 (this position is 100% in-office)Schedule: Full-Time / Monday – Friday, 7:00am-4:00pm or 8:00am-5:00pm this position will also include an on-call rotation every 4-5 weeksLifespark Benefits Include:Annual Reviews/RaisesPaid Time Off – Vacation TimeMileage reimbursementMedical, Dental, Vision benefits for Full-Time HiresShort-Term Disability & Long-Term Disability InsuranceLife Insurances401k + Company Match for full-time and part-time employeesReferral bonusesCareer path to other positions within our growing company!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.Position Functions & 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 personOwn 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 occurDetermine when tickets need to be escalated to other levels or groups and escalate them accordinglyReport progress to clients and notify them of resolutionsAct as translator and liaison between users and internal ITCreate tickets for all client interactionsCreate both internal and user-facing documentationParticipate in a rotating on-call 24x7 shiftSupport walkup user inquiries and create tickets from these interactionsSupport and troubleshoot software applicationsSupport and troubleshoot hardware (laptops, printers, phones, tablets)Manage work to meet business requirements and service level agreements of LifesparkFollow established protocols for HIPAA compliance and other security client recordsProfessional demeanor: adhere to all performance standards in Lifespark Employee HandbookAdditional responsibilities as assignedQualifications:EducationAssociates degree in Computer Science or equivalent work experienceKnowledge, Skills and Abilities1-3 years of experience with helpdesk/desktop support in a professional environment (healthcare environment preferred)Ability to support a rotating 24x7 on-call shiftMust be able to prioritize own work and manage time accordinglyAdvanced level knowledge of Windows 10 operating system and Microsoft Office 365Experience with installing and configuring software on windows-based computersExperience with computer hardware and components for desktops and laptopsExperience configuring corporate email on person mobile devicesAbility to support remote users via phone, remote access, VPNExperience supporting mobile devices (phones, tablets)Background in managing tickets through a ticketing system (FreshService preferred)Requires strong problem solving, time management, flexibility, and communication skillsMust have the ability to multi-task, organize and document many tasks at one timeMust have a strong background in Customer ServiceExperience supporting EMRs preferredMust have a data-capable smartphone for authenticators and business applicationsOur Lifespark culture has created not only an award-winning workplace — earning Star Tribune Top Workplace 12 times, Minneapolis Business Journal Best Places to Work three times, and Top USA #1 in Healthcare — but a place where you have the room to be creative, make a difference, and have a purposeful, direct impact on how people age. Lifespark's full continuum of services offers a breadth of roles with the support to grow your career. To see the experience we are creating, watch our award-winning video Going South – this is the experience you will help create at Lifespark! Changing the age-old story starts with you – let's get you hired.It has been and will continue to be our policy to provide equal employment opportunities to all employees and applicants without regard to age, race, creed, color, disability, marital status, sex, gender identity, national origin, ancestry, sexual orientation, arrest record, conviction record, military service, use or nonuse of lawful products off the Employer's premises during nonworking hours, or declining to attend a meeting or to participate in any communication about religious matters or political matters, or any other status protected by federal, state, or local law.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Lifespark Group LLC