IT Help Desk Technician (Denver Hybrid)

Capital Rx; Denver (CO); Hybrid; USD 50,000 - 60,000; Full time

Job summary

An innovative health technology company seeks an IT Help Desk Technician to manage ticketing systems and support users in a hybrid work environment. This role involves collaborating with internal teams, developing MDM automation, and ensuring a smooth onboarding and offboarding process for employees. If you have a customer-oriented approach and experience in Help Desk support, this position offers a dynamic opportunity to contribute to a mission-driven organization aiming to reduce healthcare costs through advanced technology solutions. Join a diverse team dedicated to making a positive impact in the healthcare industry.

Qualifications

• 2+ years experience in a Help Desk role in a medium or larger company.
• Experience supporting Mac hardware/OSX and remote users.

Responsibilities

• Manage ticketing system and assist users with access/system issues.
• Oversee onboarding/offboarding IT activities and develop MDM automation.

Skills

Help Desk Support

Customer Service

Mac OS Support

Remote User Support

MDM Software

Jira Service Desk

Office 365

Job description

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Position Summary

The IT Help Desk Technician assists in managing our ticketing system, MDM software, and AWS platform while overseeing the onboarding and offboarding IT activities associated with employee profiles.

Location: Denver, CO (Hybrid)

Position Responsibilities

1. Research end user issues independently, when needed, and document/develop a solution per company standards.
2. Develop additional MDM automation to facilitate user onboarding.
3. Identify MDM related company needs and create, configure, test, and deploy management of user systems via MDM Software.
4. Collaborate with internal partner teams to identify compliance, best practice, or other IT related policy needs within the cross-functional existing processes and workflows; identify and present enhancements and deploy solutions to the business.
5. Responsible for all onboarding and offboarding related IT activities, including system-wide access, purchasing and retrieving of equipment, upgrades, asset tagging, etc.
6. Create Exchange rules to address spam/phishing emails as needed.
7. Collaborate with the IT Engineering team to drive systemic improvements to email filtering system.
8. Promptly respond to user requests via ticketing system, phone calls, or IM.
9. Assist users with access/system issues.
10. Write and update documentation for user reference.
11. Help build and establish procedures for the newly established team.
12. Participate in a Help Desk OnCall schedule (tentatively 1 week/month, with potential higher volume at onset as the team grows).
13. Responsible for adherence to the Capital Rx Code of Conduct, including reporting noncompliance.

Required Qualifications

1. 2+ years experience in a Help Desk role (preferably in a medium or larger company).
2. A customer-oriented approach to problem resolution.
3. Experience supporting Mac hardware/OSX in a Help Desk environment.
4. Experience supporting remote users in a distributed environment.
5. Experience with Jira Service Desk or a similar ticketing system.
6. Experience with Office 365 suite.
7. Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally (for roles requiring onsite presence).
8. Responsible for adherence to the Capital Rx Code of Conduct, including reporting noncompliance.

Base Salary: $50,000 - $60,000

Visa Sponsorship: Capital Rx does not provide sponsorship. Candidates must have authorization to work in the US.

Note: Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities at any time.

About Capital Rx

Capital Rx is a health technology company providing claim administration and technology solutions for various clients. As a public benefit corporation, it aims to reduce healthcare costs through its full-service PBM and cloud-native enterprise health platform, Judi.

Capital Rx values diversity and provides equal employment opportunities, prohibiting discrimination and harassment.