Service Desk Technician III (Full-Time)

Wondering what a day in the life of a Service Desk Technician III at The Iowa Clinic might look like?

• Serve as the senior escalation point for complex technical issues involving endpoints, applications, identity management, and connectivity.
• Lead onsite PC deployments, hardware lifecycle initiatives, and technical projects across clinic locations.
• Support FreshService administration, including forms, workflows, tasks, approvals, and IT service management processes.
• Coordinate change management activities, including CAB meetings, change scheduling, approvals, and post-implementation reviews.
• Lead major incident response efforts, coordinating communications, escalations, and post-incident reviews.
• Monitor and report on service desk performance metrics, including SLAs, ticket volume, and first-call resolution.
• Mentor and support Service Desk team members through training, coaching, and ticket quality reviews.
• Partner with IT teams to support cross-functional initiatives and new service implementations.
• Participate in an on-call rotation and provide senior-level after-hours support as needed.
• Balance responsibilities across technical support, onsite technology work, service management activities, and continuous improvement efforts.
• Perform other duties as assigned.

• Bachelor degree in Information Technology or related field preferred.
• Associate degree with substantial service desk leadership experience may be considered.

Qualifications

• 4+ years in service desk or desktop support roles, with at least 2 years in a senior or lead capacity.
• Healthcare IT experience strongly preferred.

Bonus points if…

• ITIL 4 Foundation preferred.
• Additional certifications in ITSM or service management are encouraged.

What’s in it for you

• One of the best 401(k) programs in central Iowa, including employer match and profit sharing
• Employee incentives to share in the Clinic’s success
• Generous PTO accruals
• and paid holidays
• Health, dental and vision insurance
• Quarterly volunteer opportunities through a variety of local nonprofits
• Training and development programs
• Opportunities to have fun with your colleagues, including TIC night at the Iowa Cubs, employee appreciation tailgate party, Adventureland day, State Fair tickets, annual holiday party, drive-in movie night… we could go on and on
• Monthly departmental celebrations, jeans days and clinic-wide competitions
• Employee rewards and recognition program
• Health and wellness program with up to $350/year in incentives
• Employee feedback surveys
• All employee meetings, team huddles and transparent communication

Looking for a career where you love what you do and who you do it with? You’re in the right place.

Healthcare here is different - we’re locally owned and led by our physicians, and all decisions are always made right here in Central Iowa.

By working at The Iowa Clinic, you’ll get to make a difference while seeing a difference in our workplace. Because as one clinic dedicated to exceptional care, we’re committed to exceeding expectations, showing compassion and collaborating to provide the kind of care most of us got into this business to deliver in the first place.

Think you’ve got what it takes to join our TIC team? Keep reading…