Specialist I, Service Desk

Posting Date

We need the Teammate in this position to solve IT problems in a timely manner, document known issues and solutions, work with project teams to gather product and process knowledge, and escalate (when necessary) to minimize computer downtime for DaVita teammates, partners, and customers. Primarily over-the-phone support and includes email and ServiceHub, IT Technical Support position that includes, but is not limited to, supporting desktop applications and programs, network troubleshooting, and clinical application support. The teammate in this role will support all applications in the Physician space to include OneView (ESKD) and EPIC (CKD).

ESSENTIAL DUTIES & RESPONSIBILITIES

• Using advanced IT Knowledge and problem-solving skills, ask the appropriate probing questions to determine, diagnose and solve computer-related issues
• Using advanced IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
• Provide maximum customer service and issue ownership
• Provide on-call support as scheduled during non-business hours to include weekends and holidays.
• Log and document trouble-shooting steps taken, and solutions applied, in a manner consistent with current knowledgebase practices
• When necessary, escalate incidents to the appropriate next level support team
• Communicate with customers, providing status updates and follow-up to ensure satisfaction
• Communicate trends and undocumented issues to supervisor
• Complete additional tasks and projects as assigned by Service Desk leadership

MINIMUM QUALIFICATIONS

• Associate's degree in Computer Science/Information Systems (or similar technical major) from an accredited college (Bachelor's degree preferred)
• Six months of related experience
• A combination of experience and/or technical certifications may be considered in lieu of the educational requirements
• Advanced knowledge of computer, printer, and network troubleshooting and installation procedures
• Advanced ability to diagnose and troubleshoot Microsoft products
• Advanced IT knowledge of, and ability to solve issues with, DaVita's clinical applications
• Service Desk Professional 1 with current performance meeting or exceeding the monthly goals to achieve the Service Desk Professional 2 position
• Commitment to DaVita's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
• Demonstrated ability to work in a team environment as well as independently
• Superior customer service skills and phone etiquette
• Excellent documentation skills
• Ability to work evening, weekend, and holiday coverage as needed and scheduled
• Ability to travel up to 5%
• Ability to deal with confidential information and/or issues using discretion and judgment.

Here is what you can expect when you join our Village:

• A "community first, company second" culture based on Core Values that really matter.
• Clinical outcomes consistently ranked above the national average.
• Award-winning education and training across multiple career paths to help you reach your potential.
• Performance-based rewards based on stellar individual and team contributions.
• A comprehensive benefits package designed to enhance your health, your financial well-being and your future.
• Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation. About Information Technology

The Information Technology Department designs, develops and maintains software programs required to keep DaVita on the leading edge of medical technology. DaVita's Information Technology Department has both clinic facing and non-clinic facing subgroups that provide our clinician teammates the tools to provide quality patient care. DaVita IT utilizes designers, developers, system architects, project managers, application architects, nurses, trainers and many more professionals to incorporate the technology needs of our clinicians, business and physician customers.

Join us as we pursue our vision "To Build the Greatest Healthcare Community the World has Ever Seen."

Why wait? Explore a career with DaVita today.

Go to http://careers.davita.com to learn more or apply.

To learn more about our Village and the world of dialysis, click here.

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• 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.

#LI-SM5

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Salary/ Wage Range

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.