Desktop Support III

This position will rotate through an on-call schedule, after the probationary period.

We are seeking an experienced Desktop Support III to join our Digital Technology Services team at Deaconess Health System. This senior-level role provides advanced technical support to end users, helps drive continuous improvement in desktop services, and serves as a subject matter expert (SME) for assigned applications and technologies. You will play a critical role in maintaining hardware standards, ensuring accurate asset tracking, and delivering exceptional customer service across the organization.

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:

• Onsite children’s care centers (Infant through Pre-K)
• Free access to fitness centers, with health coaches available
• Competitive pay, yearly opportunities for pay increases and bonuses

• Provide advanced desktop and end-user support for Deaconess Health System staff
• Maintain and improve deployment of IT-leased hardware
• Serve as a subject matter expert (SME) for assigned applications and technologies
• Ensure adherence to change management procedures and documentation standards
• Maintain accurate asset tracking and inventory records
• Support continuous improvement of Help Desk productivity and customer service ratings

• Provide technical support, routine maintenance, and problem investigation/resolution for installed applications and hardware
• Address maintenance upgrades and system improvements as required
• Work independently while adhering to established IT standards
• Document work efforts and maintain detailed support records
• Utilize and help maintain Help Desk tracking software
• Adhere to departmental Change Management procedures
• Monitor and optimize application performance and coordinate vendor support when needed
• Assist in developing and improving Help Desk productivity and service quality
• Respond accurately and courteously to customer inquiries, including answering ACD telephones
• Troubleshoot complex desktop, laptop, and peripheral issues
• Maintain and audit asset inventory records

• Associate’s degree in Computer Information Services, Computer Science, or a related field
• 5+ years of relevant desktop support experience
• Baseline certification per Career Development Plan plus 3+ advanced certifications and/or college coursework
• Strong troubleshooting and analytical problem-solving skills
• Experience with desktop operating systems and backup software
• Proficiency in desktop and laptop hardware troubleshooting and repair
• Experience with handheld/PDA configuration and troubleshooting

Desktop Support III, IT Support Specialist, Help Desk Analyst, End User Support, Technical Support, Hardware Support, Desktop Technician, IT Service Desk, Healthcare IT, Asset Management, Change Management, Incident Management, Desktop Operating Systems, Laptop Support, Hardware Troubleshooting, Application Support, Customer Service, ITSM, Service Now, Help Desk Software, Endpoint Support, Information Services, Digital Technology Services

Equal Opportunity Employer
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