Associate-Technical Support II

IU Health•Fort Wayne, IN

1d•Onsite

About The Position

Indiana University Health is seeking an Associate-Technical Support II for its Information Services team in Fort Wayne, Indiana. The role provides hands-on, onsite desktop support for computers, laptops, mobile devices, printers, peripherals, approved software, and network connectivity across clinical and administrative environments. The associate diagnoses and resolves technical incidents, service requests, and equipment failures while minimizing disruption to team members and patient-care operations. The position installs, configures, deploys, replaces, relocates, upgrades, and retires endpoint devices according to organizational standards and security requirements. It maintains accurate service-ticket notes and asset records, communicates status and expected resolution to customers, and completes work within established service-level expectations. The associate partners with service desk, infrastructure, application, security, vendor, and other support teams to coordinate escalations and resolve complex issues. The role also provides customer-focused technical guidance, supports technology implementations and refreshes, identifies recurring problems, and contributes to documentation and continuous service improvement. The position requires the ability to work any shift or day as needed by management and to travel to other supported locations as needed for onsite support, deployments, projects, and operational coverage. The role reports to the Manager-Information Services Operations.

Requirements

High school diploma required.
Two to four years of experience in service desk, field support, desktop services, endpoint support, or a related technical support role required.
Previous hardware-support experience required.
Demonstrated ability to diagnose and resolve hardware, software, operating-system, printer, peripheral, mobile-device, and basic network-connectivity issues.
Experience installing, configuring, imaging, deploying, replacing, relocating, upgrading, and retiring desktop and laptop computers and related endpoint equipment.
Working knowledge of Microsoft Windows, Microsoft 365 applications, endpoint-management tools, remote-support tools, and enterprise ticketing systems.
Ability to maintain complete and accurate ticket notes, resolution details, inventory information, and asset-management records.
Strong customer-service, communication, prioritization, and problem-solving skills, including the ability to explain technical information clearly to nontechnical customers.
Ability to work independently at assigned locations, manage multiple priorities, follow security and support procedures, and collaborate with Information Services teams and vendors.
Ability and willingness to travel to other supported locations as needed.
Ability to work any shift or day as needed by management.
Ability to maintain confidentiality and handle sensitive financial, personal, and patient information appropriately.

Nice To Haves

Bachelor's degree preferred.
CompTIA A+ certification preferred.
Experience troubleshooting wireless and wired network connectivity recommended.
Other relevant Microsoft, endpoint-support, or networking certifications are beneficial.

Responsibilities

Provide hands-on, onsite support for desktop computers, laptops, mobile devices, printers, peripherals, approved software, and network connectivity in clinical and administrative environments.
Diagnose and resolve hardware, software, operating-system, printer, peripheral, mobile-device, and basic network-connectivity incidents and requests.
Install, configure, image, deploy, replace, relocate, upgrade, and retire endpoint devices in accordance with organizational standards and security requirements.
Maintain accurate service-ticket notes, resolution details, inventory information, and asset-management records.
Communicate work status and expected resolution clearly to customers and complete assigned work within service-level expectations.
Partner with service desk, infrastructure, application, security, vendor, and other support teams to coordinate escalations and resolve complex issues.
Provide customer-focused technical guidance and support technology implementations, deployments, refresh activities, and projects.
Identify recurring problems and contribute to documentation and continuous service improvement.
Travel to other supported locations as needed to provide onsite support and meet project and operational coverage requirements.
Demonstrate the organization's mission and values through ethical practice, confidentiality, customer relations, communication, problem solving, execution, independent judgment, and time management.