Help Desk Technician II

Whitman Hospital and Medical Clinics • Colfax, WA

8d • Onsite

About The Position

The Help Desk Technician II provides intermediate technical support to ensure smooth Information Systems operations throughout Whitman Hospital and Medical Clinics, including the main campus and outlying clinics. This role acts as a bridge between Help Desk Technician I and the Help Desk Technician Lead by handling escalated tier II issues, mentoring junior technicians, and assisting with complex installations, configurations, and troubleshooting of hardware, software, and network systems.

Requirements

• Associate degree in Information Technology or three (3) years of related IT or IS help desk experience.
• Strong understanding of desktop operating systems, networking fundamentals, EMR systems, and hardware maintenance.
• A current unrestricted driver’s license.

Nice To Haves

• TIAA+, CCNA, Network+, CISSP, MCSE or PDC.
• Experience with EHR systems, Active Directory, and enterprise-level support environments.
• Previous mentorship or training experience.

Responsibilities

• Provides tier II technical support through the IS department’s help desk system.
• Respond to escalated support tickets from Tier I staff through the IS help desk system in a timely manner.
• Diagnose and resolve complex hardware, software, and network issues that cannot be addressed at the Tier I level.
• Assists in the configuration, installation, and maintenance of computers, printers, and network devices.
• Troubleshoots and resolves issues related to network connectivity, user access, and clinical application support.
• Assists with imaging, patching, and software deployment processes.
• Supports communication systems, including phones, radios, and nurse call systems.
• Collaborate with the Help Desk Lead and Manager of Information Systems on special projects and process improvements.
• Ensures all installations follow IS standards and are properly documented.
• Demonstrates effective collaboration and mentorship.
• Demonstrates analytical problem-solving and communicates resolutions clearly.
• Maintains up-to-date system images and deployment records.
• Ensure consistent uptime and reliability of communication systems.
• Contributes ideas and assists in implementation to improve system efficiency.

Benefits

• medical
• dental
• vision
• life insurance
• retirement options (403(b) & 457)
• discounts on medical services provided by Whitman Hospital and Medical Clinics
• Differentials apply for evening, night, and weekend shifts.
• unique PTO plan enables employees to increase their accrual with each year of service

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree