Engineer, IT Support

On-site role in Madison, WI supporting a customer-focused IT environment within Navitus Health Solutions’ Infrastructure team. This position combines hands-on troubleshooting for hardware and software systems with elevated technical assistance, plus opportunities to contribute to upgrades, capacity planning, and long-term systems strategy.

Compensation: USD 54,236 - 64,567 per year. Schedule: M-F 8am to 5pm. Travel: Some travel may be required. On-call: After-hours support through a rotating on-call schedule.

Benefits that support your life

• Health, Dental, and Vision insurance with top-of-industry coverage
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match up to 5% with no vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program with payouts up to $750

What you’ll do

• Provide elevated technical assistance for incoming customer queries and issues involving computer systems, software, and hardware
• Respond timely to technical help requests in person, by phone, and via email; record user interactions in the Service Desk application
• Ask diagnostic questions, run diagnostic programs, and work toward resolution
• Follow up with customers to confirm issues are resolved; escalate appropriately to other support teams when needed
• Maintain a keen attention to detail with accurate inventory system records
• Read, write, and interpret technical documentation and procedure manuals
• Drive technical requirements and project plans to completion
• Participate in capacity planning and help develop long-term strategic goals for systems and software with end-users, third-party vendors, and peers
• Support planning for data center and IT system and software upgrades/releases to limit user impact
• Handle after-hours support through a rotating on-call schedule
• Perform other duties as assigned

What you’ll bring

• Associate degree or university diploma in computer science
• Minimum five plus years of IT work experience
• Experience including extensive hands-on hardware or software installation and support
• Experience across multiple areas of Infrastructure
• Knowledge of Infrastructure support, including Microsoft Office, Windows, Server, Active Directory Users and Computers, and System Center Configuration Manager
• Knowledge of applicable data privacy practices and laws, including SAS70, HIPPA, and URAC (plus)
• Ability to participate in, adhere to, and support compliance program objectives
• Consistent ability to interact cooperatively and respectfully with other employees

Technologies: Microsoft Office, Windows, Server, Active Directory Users and Computers, System Center Configuration Manager

Work Location: 361 Integrity Drive, Madison, WI 53717, US

Additional compensation detail: Star Bonus % (at risk maximum) 7.50