Specialist I, Service Desk (IT)

Specialist I, Service Desk

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).

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

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.

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.

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.

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.

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.