Specialist-Information Services Intermediate (Desktop)

Indiana University Health System • Fort Wayne, IN

5d • Onsite

About The Position

Indiana University Health is seeking individuals who embody these values to join our Information Services team in the role of Specialist-Information Services Intermediate (Desktop), in Fort Wayne, IN. Provides hands-on, onsite technical support for desktop computers, laptops, mobile devices, printers, peripherals, approved software, and network connectivity in clinical and administrative environments. Diagnoses and resolves hardware and software incidents, service requests, and equipment failures while minimizing disruption to team members and patient-care operations. Installs, configures, deploys, replaces, relocates, upgrades, and retires endpoint devices in accordance with organizational standards and security requirements. Maintains accurate service-ticket notes and asset records, communicates status and expected resolution clearly to customers, and ensures assigned work is completed within established service-level expectations. Partners with service desk, infrastructure, application, security, vendor, and other support teams to coordinate escalations and resolve complex issues. Provides customer-focused technical guidance, supports technology implementations and refresh activities, identifies recurring problems, and contributes to documentation and continuous service improvement.

Requirements

• High School Diploma required.
• 2-4 years' experience in Service Desk, Field Support or Desktop Services required.
• Previous Hardware support experience required.
• Understands basic concepts of Information Services.

Nice To Haves

• Bachelors preferred.
• A+ Certification preferred.
• Recommends experience in troubleshooting wireless and wired network connectivity.
• CompTIA A+ certification is preferred; other relevant Microsoft, endpoint-support, or networking certifications are beneficial.

Responsibilities

• Two to four years of hands-on experience in desktop support, field services, endpoint support, or a related technical support role 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 complete and accurate ticket notes, resolution details, inventory information, and asset-management records.
• Strong customer service, communication, prioritization, and problem-solving skills, with the ability to explain 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 Information Services teams and vendors.
• Ability and willingness to travel to other supported locations as needed to provide onsite technical support, assist with deployments and projects, and meet operational coverage requirements.
• Connect to Promise - Demonstrates a commitment to IU Health's mission, vision, and values by exhibiting behaviors and delivering results that align with the strategic direction of the organization.
• Ensure IU Health is working toward its vision of improving the health of all Hoosiers by providing the best care for each person as we practice our values of purpose, excellence, compassion and team.
• Oral Communication - Expresses thoughts, ideas and opinions clearly, fluently and concisely. Listens attentively to others and responds appropriately to questions and comments. Asks appropriate questions in order to obtain information and to determine the needs of others. Comprehends and follows instructions. Follows proper phone etiquette and guidelines per Specialist's job specifications.
• Ethical Practice - Maintains confidentiality as appropriate, earns trust and respect of others, and exhibits behaviors that express the ethical practice of a healthcare organization. Keeps financial, person information, patient data, etc. extremely confidential as required.
• Customer Relations - Establishes and maintains respectful working relations with internal and external customers by being courteous and helpful in all interactions. Shows appreciation and respect for customers' needs, expectations and perspectives. Represents one's organization by demonstrating behaviors that reflect an attitude of customer service, responsiveness, and concern.
• Problem Solving - Proactively and clearly identifies problems or issues, and suggests alternative solutions. Uses resources such as other team members, written manuals or work related materials, etc. to creatively address existing or anticipated work problems.
• Execution - Produces on-time, high-quality work deliverables. Achieves individual and team metrics as applicable.
• Independent Judgment - Exhibits sound judgment in handling unexpected problems and frequent interruptions that require immediate action or attention.
• Time Management - Organizes one's own work activities and uses time management techniques to meet deadlines. Adheres to time management policies, such as scheduled breaks, clocking in and out procedures, notification required for paid time off, etc.

Benefits

• The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics, and transplants have received national recognition for quality patient care.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED