ABOUT US AND ABOUT YOU

SullivanCotter partners with health care and other not-for-profit organizations to understand what drives performance and improve outcomes through the development and implementation of integrated workforce strategies. Using our time-tested methodologies and industry-leading research and information, we provide data-driven insights, expertise, and solutions to help organizations align business strategy and performance objectives – enabling our clients to deliver on their mission, vision, and values.

JOB SUMMARY

Work together with a small team to provide initial associate (employee) support for technical inquiries received via phone, email, and messaging applications; also manage the IT tasks for onboarding and offboarding of associates. A primary purpose is to ensure excellent customer service to all levels of the organization.

PRIMARY ACCOUNTABILITIES

• Provide initial associate support for technical inquiries received via phone, email, and messaging applications
• Assess the nature of problems and resolve basic support issues
• Troubleshoot software and hardware issues on laptops, desktops, tablets, and smartphones
• Log or record support tickets and cases
• Maintain computer images for deployment
• Schedule and manage onboarding for new hires and offboarding as needed
• Manage and track computer asset inventories
• Transfer internal customers to second-level support as needed
• Complete routine tasks under moderate supervision
• Document interactions with end users and recommend improvements
• Install, test, monitor, upgrade, troubleshoot and repair associate computer systems and peripherals
• Manage user account information, including rights, security and systems groups

KNOWLEDGE, SKILLS AND ABILITIES

Minimum Required Qualifications

• 2 to 5 years of experience in technology and information security is required
• Successful experience providing customer service to end users is required
• High level of verbal and written communication skills is required
• Experience with Windows OS and macOS is required
• Experience with network and infrastructure monitoring platforms is required
• Experience with M365 and Active Directory is required
• Experience with computer imaging solutions is required
• Scripting experience is desirable PowerShell and/or Python

Preferred Qualifications

• Industry certification(s) like SANS, CompTIA, etc. is strongly preferred
• Experience with Intune, Jamf and ConnectWise is preferred
• Experience working in Agile teams and framework is preferred
• Experience with AWS and Azure is preferred
• Bachelor’s Degree in a related field is preferred

WORK ENVIRONMENT

This is a hybrid position that requires periodic work from the Minneapolis office. Travel is minimal. Ability to lift or carry up to 50 lbs. Must be physically able to perform the essential functions of the job.

BENEFITS AND PERKS

• Competitive total compensation package
• Medical and dental coverage at no premium cost for employees
• 401(k) and profit sharing retirement plans
• Flexible spending account
• Generous paid time off (PTO)
• Federal and company holidays
• Gender neutral parental leave
• Bereavement and pet leave
• Continuing education and professional accreditation sponsorship
• Life and AD&D insurance
• Short- and long-term disability
• Employee assistance program
• Mental health support program
• Additional perks

SullivanCotter Holdings (Clinician Nexus, SCH Services, SullivanCotter) is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law or marital status.