Associate-Technical Support II

Indiana University Health System•Fort Wayne, IN

5d•Onsite

About The Position

Indiana University Health is seeking an Associate-Technical Support II (Desktop) for its Information Services team in Fort Wayne, Indiana. The role provides hands-on, onsite technical support for desktop computers, laptops, mobile devices, printers, peripherals, approved software, and network connectivity in clinical and administrative environments. The associate diagnoses and resolves hardware and software incidents, service requests, and equipment failures while minimizing disruption to team members and patient-care operations. The role 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 assigned work within service-level expectations. The associate coordinates with service desk, infrastructure, application, security, vendor, and other support teams on escalations and complex issues; provides customer-focused technical guidance; supports implementations and refresh activities; identifies recurring problems; and contributes to documentation and service improvement. Travel to other supported locations may be needed for onsite support, deployments, projects, and operational coverage. The position requires availability to work any shift or day as needed by management.

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 accurate ticket notes, resolution details, inventory information, and asset-management records.
Strong customer service, communication, prioritization, and problem-solving skills, including explaining technical information clearly to nontechnical customers.
Ability to work independently at assigned locations, manage multiple priorities, follow security and support procedures, and collaborate with other 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.

Nice To Haves

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

Responsibilities

Provide onsite technical support for desktop and laptop computers, mobile devices, printers, peripherals, approved software, and network connectivity.
Diagnose and resolve hardware, software, operating system, printer, peripheral, mobile-device, and basic network-connectivity issues.
Install, configure, image, deploy, replace, relocate, upgrade, and retire endpoint devices in accordance with organizational standards and security requirements.
Resolve incidents, service requests, and equipment failures while minimizing disruption to team members and patient-care operations.
Maintain complete and accurate service-ticket notes, resolution details, inventory information, and asset-management records.
Communicate support status and expected resolution clearly to customers and complete assigned work within established 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, and refresh activities.
Identify recurring problems and contribute to documentation and continuous service improvement.
Travel to other supported locations as needed to provide onsite support, assist with deployments and projects, and meet operational coverage requirements.
Protect confidential information, including financial, personal, and patient data.
Organize work, manage multiple priorities, meet deadlines, and collaborate with other Information Services teams and vendors.