IT Help Desk Specialit Level 2

BHC • Wausau, WI

2d

About The Position

The Help Desk Technician – Level 2 provides advanced technical support to BHC employees. The role independently diagnoses and resolves complex endpoint, account, application, and connectivity issues; administers approved user and device settings; and coordinates escalations requiring specialized or vendor support. It also supports onboarding and offboarding, maintains technology asset records, and improves support documentation and service practices.

This position primarily involves computer and telephone work in a professional office or approved remote-work environment. The employee supports confidential employee, applicant, benefit, health, financial, and organizational information, using it only for authorized business purposes and protecting it in accordance with applicable laws, professional standards, and BHC policies. Required training may include new-hire orientation, HIPAA and privacy, information security, compliance, HR-system training, and other role-specific training assigned by BHC.

BHC identifies Awareness, Judgment, Adaptability, and Connection as core competencies. Its stated values include Adaptability, Collaboration, Delivering Excellence, Empathy, and Integrity. BHC is an equal opportunity employer and provides reasonable accommodations as required by applicable law. Successful candidates must complete Form I-9 as part of onboarding.

Requirements

• Associate degree, technical coursework, or formal training in information technology or a related field.
• At least two years of experience in help desk, desktop support, or a related technical support role, or an equivalent combination of education and hands-on experience.
• Working knowledge of computer hardware and operating systems, Google Workspace applications and administration, user accounts, multifactor authentication, printers, mobile devices, and common network connectivity concepts.
• Ability to troubleshoot complex issues methodically, prioritize work by impact and urgency, document actions accurately, and recognize when escalation is needed.
• Clear written and verbal communication skills and a patient, professional approach to supporting users with varied technical experience.
• Ability to manage multiple requests, handle equipment and asset records, protect confidential information, and follow established procedures.
• Ability to obtain a Google Workspace certification within six months of hire, if required by BHC.

Nice To Haves

• Experience with a ticketing system, asset-management tools, Google Workspace administration, directory or identity services, endpoint management, and remote-support tools.
• CompTIA A+, Google IT Support, Google Workspace, or a comparable technology certification.
• Experience supporting users in health care, behavioral health, or another privacy-sensitive environment.

Responsibilities

• Respond to Level 1 escalations and requests received through the ticketing system, email, phone, or in person; assess business impact and urgency, set expectations, and keep users informed.
• Systematically troubleshoot and resolve complex computer, operating system, approved software, Google Workspace, printer, phone, peripheral, account, authentication, and network connectivity issues.
• Create, modify, and disable accounts; assign access according to approved requests and least-privilege practices; support multifactor authentication; and apply standard device, software, and security configurations.
• Own assigned tickets through resolution, coordinate with internal technical resources and outside vendors, document tests and findings, communicate status, and confirm solutions with users before closing requests.
• Configure, test, repair, and prepare computers, phones, software, and peripherals; coordinate warranty service, replacement, secure storage, and approved disposal as needed.
• Track technology asset assignment, location, condition, asset tag, and lifecycle status; conduct audits and document transfers.
• Monitor recurring incidents, identify trends, and recommend practical improvements to workflows, configurations, equipment standards, and user guidance.
• Create and update knowledge-base articles, setup instructions, checklists, and troubleshooting records.
• Follow privacy, information security, access-control, and acceptable-use requirements; promptly report suspected security incidents, phishing, equipment loss, or unauthorized access through established channels.
• Perform other related duties as assigned.

Benefits

• Healthcare benefits, including dental, vision, short-term disability, and long-term disability.
• Retirement plan options.
• Paid time off and holidays.
• Supportive, collaborative team environment.
• Opportunities for advancement and leadership.

What This Job Offers

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