Level 1 Help Desk / IT Support Specialist I - Onsite 5 days a week

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

Medica is seeking an experienced Level 1 Help Desk / IT support Specialist I (On-site 5 days a week) to join our IT Customer Support team. This Level I Help Desk role will provide technical support across the company. Users will have to be supported in person and over phone. As part of IMAC Team, the support specialist will onboard and offboard employees, wipe & restock IT devices, repairing and replace equipment as necessary, support moves and laptop refresh. Responsibilities to support users include following incident best practices to resolve IT Service Now tickets by prioritizing based on business impact. Performs other duties as assigned.

Key Accountabilities

• Responding to internal customer technical support needs that include:
  
  
  
  • Climbing under desks to ensure cables are correctly connected
  • Troubleshooting technical issues with printers, phones, computer hardware including monitor, keyboard, mouse, sound issues etc.
  • Patiently walking customers through simple to complex issues with laptops
  
  
  
  
• New Employee onboarding
  
  
  
  • Attending weekly orientation to assist new employees with set-up
  • Physically helping with hardware set-up and moves
  • Physically moving computers and related hardware to offices between the 301 and 401 buildings, shipping equipment to remote employees
  
  
  
  
• Employee offboarding
  
  
  
  • Collecting and inventorying physical equipment
  • Ensuring protocols for security access are followed
  
  
  
  

Required Qualifications

• Associates degree or related field equivalent work experience

Preferred Qualifications

• Ability to understand IT hardware / software issues to troubleshoot
• Prior experience in a technical support role
• Physical requirements: ability to lift 10-15 pounds regularly, perform extensive walking, standing, and kneeling to install, troubleshoot, and repair hardware, cabling, and AV equipment. Handling tools and equipment in diverse environments (cabling under desks, going to cubes or offices on multiple floors etc.)
• Communication (written/verbal), organizational and time management skills to communicate effectively with various levels of users and to accomplish time sensitive tasks and requests
• Critical thinking and analytical problem-solving skills
• Growth mindset and versatile
• Excellent collaboration and communication skills, with the ability to engage both technical teams and internal customers
• Experience in healthcare, insurance, or other regulated industries

This position is an Office role, which requires an employee to work onsite, 5 days per week. This position is located in our corporate headquarters in Minnetonka, MN.

The full salary grade for this position is $49,800 - $85,300. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $49,800 - $74,655. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information are provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.