Service Desk Technician II

The Iowa Clinic • West Des Moines, IA

7d • Onsite

About The Position

The Service Desk Technician II provides intermediate‑level IT support for internal clinic staff across The Iowa Clinic locations. This role is primarily onsite and hands‑on, supporting PC technology at clinic sites, with additional responsibility for phone‑based remote support and escalated ticket resolution. The position operates with limited supervision and serves as a mentor to Service Desk Technician I staff.

Requirements

• Associate or bachelor’s degree in IT or related field, or equivalent experience
• 2–4 years of experience in service desk or technical support roles.
• Strong working knowledge of Windows 11, Microsoft 365, Entra ID, and Active Directory
• Experience with endpoint management tools (Intune, Automox, or similar)
• Proficiency with FreshService or comparable service desk platforms

Nice To Haves

• Customer service experience in a healthcare or clinical setting is a plus.
• Preferred certifications: CompTIA A+ preferred.
• HDI Support Center Analyst or similar customer service certification also accepted

Responsibilities

• Provide advanced technical support for hardware, software, application, and user access issues.
• Resolve escalated service requests and perform onsite troubleshooting, deployments, and equipment installations across clinic locations.
• Manage endpoint devices, software deployments, asset inventory, and user account administration.
• Maintain accurate ticket documentation and knowledge base content within FreshService.
• Mentor Service Desk I team members and support continuous improvement initiatives.
• Participate in an on-call rotation and deliver exceptional customer service while ensuring timely issue resolution.

Benefits

• Competitive 401(k) with employer match and profit sharing
• Employee incentives and rewards programs
• Training and professional development opportunities
• Health and wellness program with up to $350 per year in incentives
• Quarterly volunteer opportunities with local nonprofits
• Transparent communication through all‑employee meetings, team huddles, and feedback surveys
• A fun, engaging workplace with team events, celebrations, contests, and employee appreciation activities

What This Job Offers

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