Senior IT Help Desk

Position Purpose

The Senior IT Helpdesk employee plays a crucial role assisting in the support, troubleshooting, and maintenance of IT systems. This position actively participates in daily Scrum stand-ups, collaborates with cross-functional team members. Senior IT Helpdesk staff leads in diagnosing and resolving user issues, ensures adherence to IT policies, and actively engages in the IT support lifecycle within Agile principles.

Essential Position Functions

Responsible for diagnosing and resolving user issues, actively participating in daily Scrum events.

Ensure adherence to IT policies and procedures, aligning activities.

Collaborate with IT team members to provide timely and effective support, fostering Agile teamwork.

Responsible for handling and resolving IT support tickets using appropriate tools and methodologies.

Communicate effectively with users, providing assistance in a user-friendly manner.

Responsible for IT inventory management activities, ensuring accurate real-time tracking of assets.

Contribute to research efforts into emerging technologies supporting IT helpdesk functions.

Assist in documenting IT processes and troubleshooting procedures.

Minimum Requirements of the Position

Enrolled in an associate degree program in information technology, computer science, or a related field, or equivalent experience.

Active management knowledge and experience with IT support functions, hardware, and software setup and troubleshooting.

Effective development, written and oral communication skills.

Highly effective collaborative and teamwork skills.

Aptitude for developing problem-solving skills in an IT support context.

Certification Requirements

Although it is not realistic for every candidate to carry all listed certifications, it is expected that the employee/candidate be certified in Scrum and credentialed in at least two of the Azure certifications listed below. It is also acceptable to suggest and achieve equal alternative certifications.

Scrum Certification: Within 60 days of employment obtain Certified Scrum Developer and/or Professional Scrum Master (PSM I) to demonstrate proficiency in Scrum principles and practices.

ITIL 4 Certified (required within 1 year)

AZ-900 Microsoft Certified Azure Fundamentals (required within 1 year)

CompTIA A+ Computer Technology Industry Association (preferred)

Group Health Cooperative of Eau Claire complies with applicable Federal civil rights laws and does not discriminate, exclude or treat candidates less favorably on the basis of race, color, national origin (including limited English proficiency and primary language), age, disability, or sex (including sex characteristics, including intersex traits; pregnancy or related conditions; sexual orientation; gender identity; and sex stereotypes).

The Cooperative is committed to fostering a caring and compassionate environment while ensuring that individual differences are valued. The Cooperative is a quality driven cooperative built on collaboration, community involvement, innovation, and belonging. It is essential that all employees and members feel secure and welcome, that the opinions and contributions of all individuals are respected and that all voices are heard.

Standard Text to Copy into Websites for GHC/KMTSJ Positions: This full time position offers an outstanding benefit package, including three weeks of vacation the first year, a generous retirement plan, health and dental insurance, a wellness program, and much more! If you are interested in working for an organization focused on a team atmosphere and is dedicated to providing exceptional service submit your resume today! Send resume to: . Group Health Cooperative of Eau Claire is an affirmative action and equal opportunity employer.