Systems Technician – Level 1

Employment Type: Full-Time
Classification: Non-Exempt
Department: IT
Reports To: Clinical Systems Manager
Pay: $20–$26/hour, commensurate with relevant experience and qualifications

Position Summary

The Systems Technician – Level 1 provides first-level technical support to employees and assists with the setup, maintenance, and troubleshooting of company technology and systems. This entry-level role is ideal for someone who is eager to learn, communicates well, follows established procedures, and takes ownership of tasks through resolution.

The position works closely with the Clinical Systems Manager and a third-party Managed Service Provider (MSP) to support employees and locations across the organization.

Schedule & Location

• On-Site, Monday–Friday, 8:00 a.m. – 4:30 p.m., with a 30-minute unpaid lunch

• Based primarily at the corporate office in Vadnais Heights, MN
• Occasional to Regular travel to clinics across Twin Cities metro-area and WI clinics (Hudson & Eau Claire)
• Occasional after-hours support may be required.

Essential Responsibilities

• Provide Level 1 help desk support via phone, email, and ticketing system.
• Troubleshoot basic hardware, software, connectivity, and Windows issues.
• Support Microsoft Office applications, password resets, mobile devices, and user accounts.
• Set up and decommission computers and other devices.
• Support employee onboarding and offboarding in partnership with HR and the Clinical Systems Manager.
• Maintain IT equipment inventory and prepare, ship, and receive equipment.
• Manage employee keys, key fobs, and building access.
• Monitor surveillance systems and escalate issues as needed.
• Support company systems, including Monday.com, AdvancedMD, RingCentral, and Doxy.me.
• Collaborate with the third-party MSP and escalate issues when appropriate.
• Assist with IT projects and other related duties as assigned.

Performance Expectations & Measured Outcomes

Performance in this role will be evaluated based on measurable outcomes, including:

• Timely response and resolution of help desk tickets and employee support requests.
• Accurate and timely completion of new hire technology, equipment, account, and access setup.
• Timely completion of employee offboarding, including system access deactivation and equipment and access credential collection.
• Accurate and up-to-date IT equipment and inventory records.
• Completion of assigned projects and tasks within established deadlines.
• Effective communication, follow-through, and escalation of issues when appropriate.
• Consistent adherence to IT procedures, security requirements, and confidentiality standards.
• Positive and professional service provided to employees and internal stakeholders.

Qualifications

• Associate or technical degree in IT, Computer Science, or related field, or equivalent education and experience.
• Experience installing and configuring Windows operating systems.
• Experience with Microsoft Office applications.
• Basic knowledge of Windows, Windows Server, networking, VLANs, routing, switching, and the OSI model.
• Strong communication, customer service, and problem-solving skills.
• Ability to prioritize tasks, follow direction, and take ownership of assignments.
• Eagerness to learn and develop technical skills.
• Industry or vendor-specific certifications are not required.

Benefits

• Health, dental, and vision insurance
• Health Savings Account (HSA)
• Short-Term Disability
• Basic and voluntary Life and AD&D insurance
• Voluntary supplemental insurance plans
• Paid time off (PTO)
• 8 paid company holidays
• Retirement plan