Lead HelpDesk Engineer

Who is Kyros? 

Kyros is a venture-backed Minneapolis-based start-up that is revolutionizing the way that recovery services are delivered and managed. Our technology-enabled workforce solution provides instant access to a curated network of peer recovery specialists and recovery resources for individuals suffering from Substance Use Disorder while simultaneously streamlining and automating critical administrative functions to enable service expansion and increased accessibility. 

Position Summary: The Minneapolis-based Lead HelpDesk Engineer plays a key role in enabling the workforce of Kyros and therefore directly contributing to our mission of making Substance Use Recovery possible for all. Through expert harnessing of technology, systems and tools, the Lead HelpDesk Engineer will ensure our growing organization has effective and timely resources appropriate by role.  

This is a unique opportunity to join a HealthTech startup and build the HelpDesk function in-house with best-in-class approaches that support scaling this organization’s tech operations.   

This position requires a Twin Cities based location and ability to work a hybrid schedule (partially onsite) the Kyros HQ in downtown Minneapolis.  

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.  

• Establishes in-house HelpDesk function, including defining Tier I, Tier 2, Tier 3 and Maintenance services and Service Level Agreement (SLA) goals.  
• Provide IT support troubleshooting Windows and Mac systems, with a variety of other technologies and toolsets.  
• Works to transition currently outsourced services into the organization.  
• Leads the technical onboarding, including system procurement, and maintenance of employees with the goal of equipping employees with the tools and access needed as efficiently as possible.   
• Maintains self-serve information in the company intranet; establishes an IT knowledge base for common employee needs and creates HelpDesk Standard Operating Procedures (SOP) in addition to SLAs.   
• Serves as technical resource and subject matter expert (SME) on Kyros systems.   
• Audits tickets for trends and satisfactory resolution; seeks ways to continuously improve operations.  
• Supports client facing, large team and board gatherings as needed.  
• Handles confidential information and data with the utmost integrity; adheres to existing security policies and procedures. 
• Ensures sound security measures are in place for all technical assets supporting the organization’s compliance as a HealthTech company.  
• Performs upgrades on devices and machines; establishes a thoughtful approach to upgrading employee’s devices for a scalable operation.  
• Manages org-wide communication on any software update disruptions or other like-happenings.  
• Additional focuses and priorities as assigned by leader.   

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. 

Education/Experience Requirements:  

• Minimum of 6 years of relevant experience in an employee or customer facing HelpDesk Lead role.  
• Bachelor’s degree from an accredited college or university in computer science, IT or other related field.  
• Strong demonstrated knowledge and understanding of Mac OS and PC devices.   
• Willingness to stay current on technology.   
• Exceptional and proven communication skills.  
• Results driven; able to work independently showing initiative while seeking guidance when appropriate. 
• Ability to thrive in a fast paced and growing organization. 
• Experience working at a healthcare organization with HIPAA and other compliance protocols.   
• Experience in Atlassian – Jira, Confluence.   
• Excellent organizational, time management, problem solving, written and verbal communication skills. 
• Ability to meet deadlines while managing multiple tasks. 

Preferred (Nice to Have) Qualifications 

• Experience in digital healthcare, SaaS and/or other like companies at the intersection of health & tech.  
• Experience in the startup or emerging growth atmosphere, and/or prior employment with a venture capital or private equity funded organization.  

Computer Skills: 

• Microsoft Office Suite 
• Google Suite 
• Atlassian  
• Mac operating systems 
• PC operating systems  

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is usually moderate. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and move around for work. The employee must be able to lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision. 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. 

What we offer:

• Health Wellness Benefits
• Competitive compensation including 401k match
• Generous paid time off policy and 11 paid holidays per year
• In office perks
• Commuter assistance

Equal Employment Opportunity

We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us.