Desktop Support Tech II

Powers Health•Hobart, IN

6d•Onsite

About The Position

Provides advanced technical support within a healthcare environment, ensuring timely and effective resolution of end-user issues. Responds to support requests received via phone, email, and the IT ticketing system, resolving Level I and Level II incidents in accordance with the Powers Health Incident Management Process. The Technician II installs, configures, maintains, and troubleshoots desktop hardware, software, printers, mobile devices, and other end-user technologies across the organization. The role also participates in project activities such as hardware and software rollouts and technology upgrades while maintaining compliance with IT standards, policies, and procedures. It requires strong technical expertise, clear communication, and an understanding of clinical and non-clinical workflows. The technician maintains accurate documentation, escalates complex issues as needed, and delivers exceptional customer service to staff at all levels. The position is located at Saint Mary’s Medical Center in Hobart, Indiana, and Powers Health Rehab Center in Crown Point, Indiana.

Requirements

Associate’s degree in Computer Science, Information Technology, or a related field and 3 years of desktop support experience, or a minimum of a high school diploma and 5 years of desktop support experience.
Ability to troubleshoot, upgrade, and support Windows desktop operating systems, Microsoft Office applications, MS Outlook, and internet-based tools.
Excellent customer service, communication, and organizational skills.
Ability to manage multiple tasks and projects simultaneously.
Ability to work effectively with non-technical users at all organizational levels.
Ability to work independently and manage time efficiently.
Ability to work a rotational on-call schedule.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, or a related field with 1 year of desktop support experience.
Desktop support experience in a healthcare environment.
Experience repairing and supporting HP or Macintosh desktops and laptops.
Experience using an ITSM ticket management system such as Cherwell or ServiceNow.
Microsoft Certified Professional (MCP) certification.
CompTIA A+ certification.

Responsibilities

Respond to support requests received by phone, email, and the IT ticketing system.
Resolve Level I and Level II incidents in accordance with the Powers Health Incident Management Process.
Install, configure, maintain, and troubleshoot desktop hardware, software, printers, mobile devices, and other end-user technologies.
Participate in hardware and software rollouts and technology upgrades.
Maintain compliance with IT standards, policies, and procedures.
Maintain accurate documentation and escalate complex issues as needed.
Provide customer service to staff at all organizational levels.
Work a rotational on-call schedule.