IT Service Desk Technician I – Lakewood, CO

Position

VIVO Infusion IT Service Desk Technician I – Lakewood, CO

Vivo Infusion is seeking an IT professional to provide IT support in a fast paced customer service oriented environment. The IT Service Desk Technician I is the first point of contact for IT support at Vivo Infusion. This role handles the high volume of day to day support requests, resolves common issues, and escalates anything more complex to Tier
2. Alongside front line support the position owns core IT operations: physical access systems, asset intake and inventory documentation, reporting and access audits. Strong communication, attention to detail and a customer‑first approach are essential.

Pay Range Hourly. Bonus Plan Target5

Annually, based on performance.

Private Equity for the Greater Good Company-wide Employee Ownership Program

• Medical
• Dental
• Vision
• HSA w Employer Contribution
• Touchcare Insurance Concierge Service
• 401K with Match up to 4
• PTO Accrual 3 weeks
• PTO Buy back
• PTO Rollover and PTO Donation Program
• Wellness Reimbursement Program 360 Annually
• Employee Referral Bonus
• Uncapped Bonus Potential
• Tuition Assistance Program & Professional Association Reimbursement
• Employee Assistance Program Employer provided
• Short & long term disability Employer provided
• Life Insurance Employer provided

• Employment Type:
  
  Full time
• FLSA Status:
  Non-Exempt
• Position
  
  Schedule:
  
  Monday-Friday, 800 am-430 pm
• Reports to:
  
  IT Director
• Location:
  
  1726 Cole Blvd, Lakewood CO 80401

• Service Desk Support:
  Serve as a first point of contact for IT support by phone, email, ticket queue, and in-person.
• Log all call, on-site and email activity in the ticketing system and keep tickets updated.
• Perform password resets and account unlocks in Active Directory and in various business applications.
• Assign additional access roles in software.
• Basic hardware setup: monitors, peripherals, docking stations.
• Troubleshoot and resolve basic hardware/software and network connectivity issues.
• Assist users with navigating common applications.
• Use knowledge base articles and documented procedures to resolve recurring issues.
• Recognize when an issue is beyond Tier1 scope and scale to Tier2 with clear complete information.
• IT Operations:
  Manage physical access systems across the company.
• Handle IT asset intake processing and recording.
• Track and report on IT equipment PAR levels.
• Maintain and update IT documentation and knowledge base articles.
• Generate reports and track KPIs.
• Perform quarterly system user access audits.
• Provide a high level of customer support.

• Assist with IT projects as assigned.
• Attend necessary meetings.
• Participate in rotating Saturday on-call.
• Promptly report any problems or issues.
• Maintain confidentiality of all company and patient information while adhering to HIPAA guidelines and policies.
• Represent Vivo by exemplifying our guiding principles, mission and values.
• Perform all other duties as assigned.

• High school diploma or equivalent required.
• Associate degree in Computer Science or a related field or relevant IT coursework or certifications is a plus.
• Entry level; prior help desk customer service or IT support experience preferred.
• Familiarity with Windows, Microsoft Office and Office
  365.
• Basic understanding of Active Directory password resets and account lookups.
• Basic understanding of networking concepts and connectivity troubleshooting.
• Understanding of HIPAA standards or willingness to learn.
• Excellent written and verbal communication with technical and non-technical personnel.
• Strong attention to detail and accurate documentation habits.
• Fast learner who adapts well in a fast paced environment.
• Able to work in a team and independently with self-motivation.
• Able to multi-task and reprioritize based on urgency.
• Flexible with clinical treatment hours and scheduling demands.
• To perform this job successfully an individual must be able to perform each essential duty satisfactorily.
• The requirements listed above are representative of the knowledge, skill and ability needed.
• Reasonable accommodations may be made to enable individuals with disabilities to…