Desktop Support Technician

Hi, we’re Gravie. Our mission is to improve the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions that people can actually use. Our industry-changing products and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.   A Little More About Us: ·       We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space. ·       We are quickly becoming one of the fastest growing health benefits companies in the country. We have received numerous awards and accolades, including Inc. Magazine Best in Business Gold Medal award in 2021, and JMP Securities Top 50 Private Companies in Insurtech in 2022. ·       We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized. ·       Our customers like us. Our revenue churn is in the low single digits, in an industry where greater than 20% churn is common. ·       Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers at the front of the line, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self – we like you that way.   A Little More About The role: As the Desktop Support Technician, you will play a pivotal role in ensuring the smooth functioning of our IT infrastructure.   Your responsibilities will span various aspects of IT support, including tier-1 and tier-2 IT support as required for local and remote users including monitoring the operating environments, ticket handling, application and SaaS support, hardware inventory management, and licensing compliance.  Your diverse skill set, and experience will be crucial in providing on-site support to our team in the Bloomington office five days a week.   You will: ·       Primarily work Level 1 and Level 2 support tickets. ·       Manage and support Windows, Chrome, and Mac hardware and software, including laptops, peripherals, applications, printers and networking.  ·       Provide on-site and remote technical support to end-users, addressing hardware, software, and network-related issues. ·       Handle IT tickets and incidents, prioritize tasks, and resolve or escalate as needed to meet service-level agreements. ·       Support and troubleshoot applications used within the company, including SaaS solutions. ·       Oversee hardware inventory in the office and ensure accurate records. ·       Coordinate the shipping and receiving of IT equipment, ensuring secure and timely deliveries. ·       Collaborate with the IT team to implement and maintain security protocols and backup procedures. ·       Assist in the setup and configuration of new Windows and Mac laptops with the necessary software and updates. ·       Stay current with Chrome, Windows and Mac hardware and OS advancements, SaaS applications, and best practices. ·       Maintain documentation for IT processes, troubleshooting guides, and user manuals. ·       Create and manage user accounts. ·       Support and manage cloud services for email, calendar and file sharing (Google Apps). ·       Collaborate with cross-functional teams to ensure smooth IT operations and foster a productive work environment. ·       Demonstrate commitment to our core competencies of being authentic, curious, creative, empathetic and outcome oriented.   You bring: ·       2+ years of experience in an IT setting that includes provisioning, troubleshooting and decommissioning Windows and Mac laptops. ·       Demonstrated skill in troubleshooting technical issues, determining root causes, and escalating as needed. ·       Able to troubleshoot basic to moderately complex IT issues with PCs, laptops, phones, printers and mobile devices and associated software.  ·       Knowledge of laptop hardware, and software applications commonly used in those environments. ·       Proficiency in providing application and SaaS support, ensuring software functionality and resolving user issues. ·       Strong problem-solving and troubleshooting skills, with the ability to resolve technical issues effectively. ·       Knowledge of network and endpoint security issues and best practices. ·       Ability to learn new technologies quickly. ·       Excellent communication and interpersonal skills to interact with team members and clients. ·       Detail-oriented with strong organizational and time management skills. ·       Ability to work independently and collaboratively in a fast-paced and dynamic environment.   Extra credit: ·       Experience with Okta ·       Experience with Jamf ·       Experience with AWS Appstream   Competitive pay is standard. Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard benefits, Gravie’s package includes alternative medicine coverage, flexible PTO, 16 weeks paid parental leave, paid holidays, cell phone reimbursement, education reimbursement, and 1 week of paid paw-ternity leave just to name a few.