Specialist-Information Services Intermediate

IU Health•Indianapolis, IN

9d•Onsite

About The Position

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Informatics & Information Services leadership team in the role of Specialist-Information Services Intermediate. This is a Direct Hire and onsite at Riley. Scope: The Intermediate IS Specialist is a front‑line technology professional responsible for delivering high‑quality desktop and end‑user support in a fast‑paced, high‑volume environment. This role serves as a critical customer‑facing function within Desktop Services, providing timely issue resolution, technical troubleshooting, and proactive support to ensure exceptional user experiences and consistent service delivery. While this is not a formal leadership position, we are intentionally seeking a candidate who demonstrates strong leadership qualities, ownership mindset, and the ability to influence outcomes through professionalism, accountability, and service excellence. This role is ideal for an early‑ to mid‑career IT professional seeking growth, responsibility, and exposure to complex operational environments.

Requirements

2–4 years of experience in a Service Desk, Desktop Support, or similar role.
Previous phone‑based technical support experience required.
Foundational IT knowledge (A+ certification preferred).
Understanding of core Information Services concepts.
Results‑driven with perseverance through complex troubleshooting scenarios.

Nice To Haves

Experience in high‑volume or structured support environments strongly preferred.
Exposure to Network Operations Center (NOC) or enterprise IT environments is a plus.

Responsibilities

Provide first‑level and intermediate desktop and end‑user support via phone, in person, and ticketing systems.
Assess incoming requests, resolve issues efficiently, or escalate appropriately to ensure timely resolution.
Deliver excellent customer service while managing a high volume of tickets and competing priorities.
Troubleshoot hardware, software, operating systems, printers, and peripheral devices.
Support system operations including monitoring, basic initialization, job scheduling, and backup processes.
Identify trends and recurring issues; proactively initiate problem‑management activities.
Document issues, resolutions, and processes clearly and accurately.
Collaborate closely with teammates and other IS groups to ensure service continuity.
Provide guidance and informal mentoring to peers as appropriate.
Maintain compliance with service level agreements (SLAs) and operational standards.