Experience Senior Living · 10 hours ago
Service Desk Specialist - Level 2 Support
Denver, CO
Full-time
Onsite
Mid Level
$80K/yr - $85K/yr
3+ years expExperience Senior Living is seeking a Level 2 Service Desk Specialist to join their dynamic IT team in supporting a multi-site senior living community environment. This role involves providing advanced technical support to users, managing IT systems, and collaborating with various teams to ensure operational efficiency and resident care.
Assisted LivingCommunitiesHealth Care
Responsibilities
Provide advanced technical support to on-site and remote users across multiple senior living communities via desk-side visits, phone, email, text, and remote support tools
Set up, configure, and support employee and resident-facing technology, including desktops, laptops, tablets, printers, VoIP phones, mobile devices, and smart health monitoring systems
Support and troubleshoot audio/visual equipment in conference rooms and resident activity areas, including digital signage, video conferencing systems, and nurse call integration
Resolve escalated issues from Tier 1, applying in-depth troubleshooting for hardware, software, and network-related problems, including EMR/EHR platforms and resident engagement systems
Configure systems, install software/hardware, and perform upgrades in accordance with HIPAA-compliant organizational standards
Maintain, update, and create technical documentation, including SOPs for staff and caregivers, to ensure accurate knowledge sharing across the IT team
Collaborate with higher-tier technicians, vendors, and project teams to address complex IT needs, including Wi-Fi coverage optimization and smart building integrations
Manage and monitor tickets within the ticketing system (e.g., ServiceNow, Zendesk), ensuring escalations are documented, updates are thorough, and resolution details are accurate
Maintain assigned on-site coverage hours and participate in on-call rotations, including emergency response for life-safety systems
Perform other related duties as assigned to support IT operations and service delivery in a healthcare and hospitality hybrid environment
Qualification
Required
Associate's Degree in Information Technology, Computer Science, or a related field
3+ years of experience in IT support or help desk roles, with at least 1-2 years in a Level 2 capacity
Prior involvement in small-scale IT projects or deployments, preferably in healthcare, hospitality, or senior living environments
Experience with basic network troubleshooting (e.g., connectivity issues, VPN setup, DNS/DHCP), including support for wireless access points and VLAN configurations
Familiarity with senior living technologies such as PointClickCare, or similar EHR/EMR platforms, PalCare, ReZcare, or other nurse call systems, Wander management systems (e.g., Accutech, Stanley Healthcare), Resident engagement platforms (e.g., GoIcon, Caremerge), Smart building systems (e.g., HVAC, lighting, access control)
Experience with Microsoft 365 admin center
Exposure to IT asset management and documentation practices
Strong customer service and communication skills, with sensitivity to working in resident-facing environments
Ability to follow procedures and work independently or as part of a team
Advanced knowledge of IT systems, software, and networking
Strong analytical and problem-solving skills
Understanding of ITIL processes and best practices
Experience supporting HIPAA-compliant systems and data handling
Preferred
CompTIA Network+
Microsoft Certified: Modern Desktop Administrator Associate
ITIL Foundation Certification
HIPAA Awareness Training
Benefits
Medical
Dental
Vision
STD/LTD
Life and voluntary life
401k with employer matching
Paid holidays
Up to 20 days PTO in the first three years
Company
Experience Senior Living
Experience Senior Living is a senior living community that offers wellness, social activities, and health care programs.
11-50 employees
Funding
Current Stage
Early StageRecent News
2025-10-21
2025-10-10
Company data provided by crunchbase