Mac Help Desk Level 2/IT Support Engineer I - Onsite 5 days a week

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

Defining problems, conducting and narrowing research, analyzing criteria, finding, analyzing and applying solutions. Performs other duties as assigned.

Key Accountabilities

Responding to internal customer technical support needs that include:

• 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 supporting AV technology in conference rooms.
• 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

Required Qualifications

• Bachelor's degree in related field or equivalent experience in a related field
• 3 years of work experience as Level 2 IT Support Specialist/IT Help Desk

Preferred Qualifications

• CompTIA A+, Microsoft certifications preferred
• Knowledge of Windows 10 or 11 operating systems and extensive experience supporting Microsoft office products - Outlook, Teams, Azure, etc.
• Mac technical support expertise
• Knowledge of ITIL methodologies, incident and problem management basics in Service Now
• Communication (written/verbal), organizational and time management skills to communicate effectively with various levels of users and to accomplish time sensitive tasks and requests.
• Critical thinking and analytical problem-solving skills.
• Growth mindset and versatile.
• Excellent collaboration and communication skills, with the ability to engage both technical teams and internal customers.
• Experience in healthcare, insurance, or other regulated industries.

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN office, 5 days per week.

The full salary grade for this position is $56,600 - $97,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $56,600 - $84,840. 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.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

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.