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.

About the role

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.

Responsibilities

• 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 Tier 1 scope and escalate to Tier 2 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
• Secondary Duties:
  • 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

Requirements

• 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 perform essential functions.

Work Environment and Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The noise level in the work environment is usually moderate.
• This role requires travel (10%-15%) to Vivo clinics. The person in this position must be able to operate and drive a vehicle to work sites.
• The employee is frequently required to sit and infrequently required to stand, kneel, bend, crouch, or crawl, lift and/or move up to 50 pounds.
• While performing the duties of this job, the employee is required to sit, stand, walk and talk, and hear.
• Requires excellent visual dexterity and manual dexterity may occasionally install cables or equipment in tight physical environments.
• Position may require working a non-traditional work schedule (periodically) or working outside normal business hours (responsibilities include working evenings and weekends when needed).

Pay

Pay Range: $24.00 - $25.00/Hour
Bonus Plan Target: 5% Annually (Based on performance)

Benefits

• Medical, Dental, Vision
• HSA with 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)
• Private Equity for the Greater Good - Company-wide Employee Ownership Program

Schedule

Full-time
Position Schedule: Monday-Friday | 8:00 am - 4:30 pm
Non-Exempt

Reports to: IT Director
Location: 1726 Cole Blvd, Lakewood, CO 80401

Who We Are

The Vivo Infusion team is focused on providing patients with the highest quality of care in a comfortable, safe, and convenient setting! Vivo is a national company with locations in 15 states, providing opportunities for growth and advancement as well as competitive benefits that support what matters most to you. Our highly trained medical professionals are dedicated to delivering a safe, comfortable, and affordable solution for our patients. We offer an array of advanced therapeutics and provide personalized care for every patient. We are passionate about providing high-quality patient care, relationships with our referring Providers, and nurturing our company culture!

Vivo Infusion has received The Gold Seal of Approval® from The Joint Commission. The Joint Commission Gold Seal of Approval is a nationally recognized distinction voluntarily earned by a select set of healthcare providers. An organization that achieves The Gold Seal of Approval® shows its commitment to holding itself accountable to a high bar for quality and safety for those they serve.

Learn more about Vivo, by visiting our website: https://vivoinfusion.com/the-vivo-difference/