Help Desk Specialist II - Digital Technology Services

The schedule for this role will be:
Sunday: 3pm – 11pm
Monday: 11:00am – 11:00pm
Friday: 11:00am – 11:00pm
Saturday: 3pm – 11pm

Join Our Team

We are seeking a detail-oriented and technically skilled Help Desk Specialist II to join our Digital Technology Services (DTS) team at Deaconess Health System
. In this role, you will provide in-depth support to internal users, troubleshooting and resolving complex PC and network issues. As a key team member, you will also help improve overall service delivery and contribute to the success of our IT operations.

We pride ourselves in retaining our top talent by offering work environments that support professional development and personal success. In addition to our robust healthcare and retirement plans, we offer:

• Flexible work schedules – Full-time/part-time/supplemental – Day/Eve/Night
• Onsite children’s care centers (Infant through Pre-K)
• Tuition reimbursement
• Student Loan Repayment Program
• Payactiv – earned wage benefit (work today, get paid tomorrow)
• Free access to Midtown Fitness Center
• Career advancement opportunities

The Help Desk Specialist II will be responsible for providing technical support and troubleshooting for PC hardware and software, as well as network-related issues across Deaconess Health System
. This role will involve hands-on technical support, training other staff members, and ensuring the proper functioning of IT systems through diagnostic efforts and problem resolution. Additionally, the Help Desk Specialist II will maintain asset tracking and assist in improving the overall productivity of the Help Desk team.

This position requires someone who can work independently, prioritize tasks based on customer needs, and consistently deliver excellent customer service.

• Provide PC desktop hardware and software support to Deaconess Health System users across multiple departments.
• Maintain and improve the deployment of IT-leased hardware.
• Address required maintenance upgrades and ensure hardware is up to date.
• Work independently to troubleshoot, diagnose, and resolve incidents based on customer needs.
• Document efforts and work within established standards and procedures.
• Assist in developing and improving the Help Desk’s productivity and customer service rating.
• Train other Information Services staff in hardware and software troubleshooting.
• Maintain accurate asset tracking and utilize Help Desk tracking software to ensure seamless issue resolution.
• Provide technical support for installed applications, including routine maintenance and problem resolution.
• Serve as a Subject Matter Expert (SME) for specific applications or technologies, offering consultation and performance optimization.
• Coordinate with vendors to address application performance issues or required updates.
• Answer ACD telephones and respond accurately and courteously to customer inquiries.

• High School Diploma or equivalent — Required
• Associate’s or Bachelor’s Degree in Information Technology or a related field — Preferred

• 2+ years of IT support or relevant experience in desktop and network troubleshooting — Required
• Experience in hardware/software troubleshooting within a healthcare or corporate environment — Preferred

• Help Desk Support, IT Support Specialist, Desktop Support, Network Troubleshooting, IT Troubleshooting, Customer Service, Technical Support, IT Incident Management, Help Desk Technician, Help Desk Analyst, SME, Change Management

Team Player : Works well as a member of a group

Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

Dedicated : Devoted to a task or purpose with loyalty or integrity

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.