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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT - SERVICE DESK TECH TIER 2 - **Company:** MOUNTAIN VIEW HOSPITAL LLC - **Location:** Idaho Falls, ID, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Wireless LAN, Active Directory, VoIP, Desktop Computing, Issue Tracking Systems, Microsoft Office, Microsoft Software, Wide Area Networks, CompTIA Strata - PC Hardware Technology Engineer, ServiceNow IT Service Management, Electronic Medical Records, 3-tier Architectures, Cisco - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d4297f360c0e730e ## About the Role 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 ## Description 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. 2. Provide both remote support and physical desk onsite support as required. 3. Using IT ticketing system to document, prioritize, and track requests. 4. Diagnose hardware and software problems escalated from Service Desk Tier 1. 5. Repair and upgrade PC hardware and software. 6. Install/configure new computers and VoIP phones. 7. Troubleshoot printers, scanners, copiers. 8. Maintain inventory of equipment and supplies. 9. Provide quotes and assists with hardware/software purchasing requests. 10. Monitors systems and performance alerts. 11. Adheres to and promotes the proper escalation processes. 12. Research advanced issues escalated from Service Desk Tier 1. 13. Work with Tier 3 team members with troubleshooting issues as needed. 14. Documents and maintains knowledge articles. 15. Able to work independently and work on/resolve basic network system. 16. Train, mentor, and facilitate good IT habits to all other Service Desk staff. 17. Provider Tier 1 overflow phone support 18. 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