Information Technology (IT) Services and Support Specialist II

Posting Date

At DaVita Clinical Research, we find that our best leaders are those who create an inspiring vision, have a desire to shape the future of medicine, and empower their team to achieve success. They enjoy tackling difficult problems and believe that the best way to solve them is through a collaborative environment that involves team efforts. They take ownership of results and instill accountability in those they lead. They are driven, compassionate, strong communicators, relationship builders, and find real fulfillment in challenging and impactful work.

Sound like you? Then you might be a great fit for our IT Services and Support Specialist with DaVita Clinical Research (DCR)

We are seeking a highly motivated and service-oriented individual who is passionate about supporting organizational productivity and enhancing teammate experience through effective technology solutions. The IT Services Specialist will serve as a key contributor to both strategic and operational objectives by delivering exceptional technical support and maintaining reliable IT operations across the organization.

Key responsibilities include diagnosing, troubleshooting, and resolving technical support requests; coordinating and executing teammate onboarding and offboarding activities; managing hardware inventory and asset documentation; and creating and maintaining internal software and systems documentation.

This role requires a well-rounded IT professional with strong technical expertise, outstanding communication skills, and a customer-first mindset. The ideal candidate must be comfortable providing support both in person and remotely, including troubleshooting desktop environments, network printers, scanners, peripheral devices, connectivity issues, and Wi-Fi performance.

Additional responsibilities include supporting annual equipment lifecycle refresh initiatives and escalating complex technical issues when necessary to minimize downtime and ensure business continuity.

This position is a hybrid position, and requires the teammate to be on-site 3 days/week at our office based in Edina, MN.

ESSENTIAL DUTIES & RESPONSIBILITIES:

40% - Break-Fix Support: Manage, track and troubleshoot the DCR IT Helpdesk queue to support DCR IT Teammates with issues concerning hardware and software systems (Desktop), peripherals (e.g. printers/scanners) and mobile communication devices (e.g. iPhones, iPads). Document details, troubleshooting, steps taken through resolution and root-cause analysis for DCR IT tickets and escalate appropriately where/when needed. Report on key helpdesk performance indicators and trends observed.

20% - On/Off Boarding: Manage and execute activities to support successful teammate transitions within the onboarding and off-boarding processes in DCR (e.g. imaging/deploying new desktops and laptops, mobile devices, account creations, application access, etc.).

15% - Initiative Support: Support departmental initiatives or projects such as office moves or additions, lifecycle refresh programs, new technology adoption, and IT best practice implementations.

10%- Continuous Learning: Remain knowledgeable with current and future technologies and provide strategic guidance with respect to changes to DCR's existing product stack.
5% - Collaboration: Collaborate with and maintain highly productive, bi-directional relationships within DCR and DKC IT to resolve and find root cause of IT issues that impact DCR teammates.

5% - Documentation: Manage and control DCR Hardware Inventory, network, telecom and supporting Processes including proactive maintenance/support of IT equipment both for individual teammate use and facility use.

5% - Other Duties as Assigned

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent is required.

• Associates Degree in IT Technology, Computer Science or related field is required. In lieu of Associates Degree, 3+ years of IT Industry experience to include help desk support or IT support is required

• Minimum of 2 years experience hands on experience in a desktop support or helpdesk environment is strongly preferred

• 1-2 years of Clinical Trial or healthcare experience is strong preferred.

• Experience providing technical support to remote and hybrid end users is required.

• Knowledge and understanding of IT industry best practices and effective trouble shooting methodologies is required.

• Ability to manage multiple projects, meet deadlines, and adjust priorities appropriately in an evolving work environment with shifting time frames; self-starter with high degree of initiative, urgency, and follow through is required.

• Demonstrated ability to work effectively and collaboratively with business, IT and clinical operations stakeholders is required.

• Experience in managing confidential information and/or issues using discretion and judgement.

• Experience with Microsoft 365 Desktop Application Support is strongly preferred.

DaVita Clinical Research (DCR), a wholly owned subsidiary of DaVita Inc., is the research arm of DaVita. DCR innovates through retrospective outcomes research aimed at improving care and quality of life for people with kidney disease. DCR assists pharmaceutical and medical device companies in the design, recruitment and completion of clinical trials using its renal research site network. For 30 years we have helped 500+ clients with their development projects. DCR is based in Minneapolis, MN and operates in locations across the US.

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.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Beware of Recruitment Fraud

DaVita will never ask for payment or personal financial information at any point in the hiring process, nor will we ever communicate with you using email addresses outside of the DaVita secure network. If you receive a request like this, it is not legitimate. Do not share your information.