Help Desk Specialist II - Digital Technology Services

About the role

Help Keep Technology Running So Care Teams Can Focus on Patients   We are seeking a detail-oriented and technically skilled Help Desk Specialist II to join our Digital Technology Services (DTS) team. In this role, you will provide advanced technical support to employees across Deaconess Health System, helping resolve hardware, software, network, and application issues that impact daily operations and patient care.   As a key member of the Help Desk team, you will serve as a trusted resource for end users, troubleshoot complex issues, support IT asset management, and help improve overall service delivery. This role is ideal for someone who enjoys problem-solving, delivering outstanding customer service, and working in a fast-paced healthcare technology environment.   What You'll Do   Provide desktop, hardware, software, and application support for employees across the health system   Troubleshoot and resolve technical issues related to PCs, peripherals, printers, networks, and end-user applications   Support deployment, maintenance, and lifecycle management of IT hardware and equipment   Perform maintenance activities and assist with hardware refresh and upgrade initiatives   Prioritize and manage incidents and service requests to ensure timely resolution   Document troubleshooting activities, solutions, and customer interactions within Help Desk ticketing systems   Serve as a technical resource for installed applications and perform routine support and maintenance activities   Assist with maintaining accurate IT asset inventory and tracking records   Train and support other Information Services team members on hardware and software troubleshooting techniques   Collaborate with vendors and technical teams to resolve issues and improve application performance   Answer support calls and provide professional, customer-focused assistance to end users   Assist with continuous improvement initiatives that enhance Help Desk efficiency, service quality, and customer satisfaction   Develop expertise in assigned technologies and serve as a Subject Matter Expert (SME) when needed   What We're Looking For   High school diploma or equivalent required   Associate's or Bachelor's degree in Information Technology or a related field preferred   Two or more years of experience in technical support, desktop support, or IT service desk operations   Experience troubleshooting hardware, software, and network-related issues   Strong customer service and communication skills   Ability to diagnose and resolve technical issues independently   Strong analytical and problem-solving abilities   Experience working with ticketing systems and IT service management processes   Ability to manage multiple priorities in a fast-paced environment   Strong organizational skills and attention to detail   Commitment to teamwork, continuous learning, and service excellence   Preferred:   Experience supporting healthcare or enterprise technology environments   Experience with desktop imaging, hardware deployment, and asset management   Experience supporting enterprise applications and end-user technologies   Knowledge of ITIL concepts, incident management, and change management practices   What We Offer   An opportunity to support the technology that enables exceptional patient care and healthcare operations   Hands-on experience with a wide variety of hardware, software, and enterprise technologies   Opportunities to expand your technical expertise and develop specialized knowledge   Exposure to healthcare IT systems and large-scale technology environments   A collaborative team environment focused on problem-solving and customer service   Professional growth through ongoing learning, training, and career development opportunities   Career advancement opportunities within Digital Technology Services and Information Technology   A stable healthcare organization committed to innovation, service excellence, and continuous improvement   A culture built on teamwork, accountability, learning, and supporting those who care for our patients every day