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IT Service Desk Specialist

| Greater Denver Area

As an IT Service Desk Specialist on Healthgrades' team, you will help make our Infrastructure and Engineering teams ridiculously productive while transforming the entire company into an increasingly modern IT organization. This role starts with bringing your customer service skills and aptitude to support internal end users, standardize procedures, and to build out/maintain IT equipment.

 

You will join a cohesive team with multi-functional experiences and expertise, allowing you to focus on gaining exposure and impacting the overall company.

 

What you will do:

  • Record and document details of issue and service request including categorizing and prioritizing issues in the IT support management system
  • Monitor the progress of requests for support and ensures that users and other interested parties are kept informed
  • Advance issues to appropriate second- and third-level subject-matter experts in accordance with procedures and or Service Level Agreements and follows up on incidents to ensure completion
  • Communicate and provide guidance on self-service options (Tier 0) when resources are already published for end users' convenience
  • Diagnose end users' issues and resolve upon first contact when possible
  • Provide "how to" assistance on all internally supported devices, applications and systems
  • Perform application and network administrative tasks as needed to support end user requests
  • Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
  • Identify and integrate internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) into service / support knowledgebase
  • Maintain personal knowledge and understanding of desktop, laptop, and phone system related technology and software

 

What you will bring:

  • Associate’s Degree in Computer Science or equivalent experience
  • Familiarity with help desk applications, operating systems, personal productivity software, and phone systems
  • A patient and professional demeanor with all levels of employees
  • Ability to enforce company IT security policies
  • Experience diagnosing and resolving desktop, laptop, or phone system functionality issues and/or follow-up on advanced issues
  • Ability to learn new and emerging technologies and provide first level support

 

Why Healthgrades?

At Healthgrades, we recognize that our people drive our greatest achievements. We are passionate about maintaining a fulfilling, rewarding and high-energy work environment while setting the stage for your continued success.

  • Meaningful Work – empowering consumers with data to make the right decisions for themselves and their families
  • Changing the Game - evolving, dynamic culture with career advancement opportunities
  • Community Builders- participating in local charity organizations and wellness initiatives
  • Robust Perks – generous PTO, 401k contributions, tuition assistance, entertainment discounts & more!
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • SalesforceCRM

Location

Downtown Location- your favorite coffee shop, restaurants, breweries, and nightlife are all steps from the office, as well as, transportation lines.

An Insider's view of Healthgrades

What’s the vibe like in the office?

The vibe is pretty chill; everybody dresses very casual, the newly designed office offers a lot of space for collaboration, great kitchens with free snacks and beer/cider/kombucha on tap. We also have 4-6 weeks of time off and flexible work schedules.

Regina

Program Management Director

What's the biggest problem your team is solving?

Evolving consumer expectations are pushing doctors and practice owners to adopt convenient, on-demand delivery of services. Getting doctors to appreciate these changes and mature their business can be a struggle. We’re taking a data-driven, analytical approach to prove that meeting patients' expectations can be a big win for growing their practice.

Steven

VP, Product Management

What makes someone successful on your team?

Good communication. Whether you are falling behind or cruising forward, being able to convey where you are and where you may need additional support really helps with productivity and learning.

Dan

Software Engineer

How do you collaborate with other teams in the company?

Even while working cross-functionally with several different teams, the multiple forms of technology in place make collaboration efficient – Zoom, Slack, Google Drive, etc. Our physical space is set-up nicely for face-to-face coordination with open office space, a big kitchen, and many meeting rooms. We also have plenty of quiet spaces.

Jamie

Senior Product Marketing Manager

What are Healthgrades Perks + Benefits

Healthgrades Benefits Overview

Our inclusive package offers flexible options customizable for everyone – no matter what your family looks like.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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