IT Support Specialist II

Medica is seeking an experienced Senior IT Support Specialist to join our IT Customer Support team. The IT support Specialist II will provide technical support across the company. Users will have to be supported in person and over phone. Diagnose and resolve Level 2 technical issues with hardware and software. Review and resolve Service Now incidents and requests to ensure smooth operation of our IT systems to enhance productivity. Experienced in Executive Support and AV technology to support conference rooms for users. Critical thinking and analytical skills are required to identify root cause for tech issues and be proactive in problem solving. Required on be onsite daily in the Minnetonka, MN office.

Minimum Qualifications:

• Bachelor's degree on Information Technology, Computer Science or equivalent experience in related field
• 3 years of work experience beyond degree

Preferred Skills:

• CompTIA A+, Microsoft certifications preferred.
• Knowledge of Windows 10 or 11 operating systems & experience in Microsoft office products - Outlook, Teams, Azure etc.,
• Knowledge of ITIL methodologies, Incident & Problem management basics in Service Now
• Diagnose and resolve advanced / complex/ level 2 technical issues
• Experience in supporting Executives (White Glove Support)
• Experience supporting AV technology in conference rooms. Knowledge of conferencing systems such as projectors, displays, touch panels, Teams devices, ceiling/ table microphones, speakers etc.,
• Ability to document processes, issues, resolutions & knowledge base articles
• Experience training or mentoring Level 1 service desk agents
• Self-motivated, strong organizational skills & attention to detail
• Critical & analytical thinking to identity root cause of tech issues
• Experience working effectively independently and within a team structure
• Provide excellent customer service and communicate clearly with non-technical and technical users & meet established Medica standards of customer service satisfaction levels and operational metrics

This position is an Office role, which requires an employee to work from the designated office, Minnetonka, MN - everyday.

The full salary range for this position is $61,500-$105,400. 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 is 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.