Help Desk Specialist II - Digital Technology Services

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

• 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

• 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