IT - SERVICE DESK TECH TIER 2

Provide next level support to end users and tier 1 service desk techs in the application of technology throughout the enterprise. This includes managing tickets from tier 1 and tier 3 team members to reach solutions for our end users. Troubleshoot a large range of issues, with hardware, software, networking, printing, applications, EMRs, phone systems, wired and wireless LANs, WANs, etc. Provide Tier 1 Phone overflow support., 1. Receive and process employee IT requests via phone, support ticket, and walk-in.

1. Provide both remote support and physical desk onsite support as required.
2. Using IT ticketing system to document, prioritize, and track requests.
3. Diagnose hardware and software problems escalated from Service Desk Tier 1.
4. Repair and upgrade PC hardware and software.
5. Install/configure new computers and VoIP phones.
6. Troubleshoot printers, scanners, copiers.
7. Maintain inventory of equipment and supplies.
8. Provide quotes and assists with hardware/software purchasing requests.
9. Monitors systems and performance alerts.
10. Adheres to and promotes the proper escalation processes.
11. Research advanced issues escalated from Service Desk Tier 1.
12. Work with Tier 3 team members with troubleshooting issues as needed.
13. Documents and maintains knowledge articles.
14. Able to work independently and work on/resolve basic network system.
15. Train, mentor, and facilitate good IT habits to all other Service Desk staff.
16. Provider Tier 1 overflow phone support
17. Other duties as required.

Do you have experience in Research?, Do you have a Associate’s degree?, Education/Certification: Associate Degree in related field preferred; Industry Certifications (i.e. A +, Network+, Microsoft Cisco) preferred.

Experience: : 3-5 years in related field. 2-3 years of Health Care Experience preferred. Experience troubleshooting and supporting Microsoft Office Suites. Advanced understanding of Active Directory.

Equipment/Technology: Microsoft Technologies (Server/Client), ITIL based support methodologies.

Language/Communication: Communication skills using speech and writing.

Mental Capabilities: Strong problem solving and ability to prioritize and work unsupervised. Can adhere to and follow instructions given to by Team Leads or Manager.

Performance: Ability to systematically troubleshoot complex problems

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, Taking care for our community starts with taking care of our own team. Mountain View Hospital is proud to offer its employees competitive and comprehensive benefit packages. Benefits include:
• Medical, Dental and Vision Insurance
• Paid Time Off (vacation, holidays and sick days) and Medical Paid Time Off
• Retirement Plans (401K with up to 6% match)
• Earned Quarterly Bonus Program
• Education Reimbursement Program
• Discount for medically necessary procedures performed at Mountain View Hospital and Idaho Falls Community Hospital

Please note benefits are based on eligibility according to full-time, part-time or PRN status classification.

Mountain View Hospital and our 29 affiliate clinics are committed to providing compassionate, cutting edge care to our patients. We serve the entire Snake River Valley - all the way from Pocatello to Rexburg. Our medical capabilities span everything from wound care to urgent care, oncology to neurology, physical therapy to speech therapy, a Level III NICU, robust robotic surgery department and a continuously expanding rural health practice.

Our work environment is mission driven, people-centric and supportive. It is what sets apart and makes people excited to come to work each day. If you are looking for a career where you can make a difference in your community, we invite you to apply.